Operations Analyst

Operations AnalystFounded in early 2021, Ibility is a Service-Disabled Veteran-Owned Small Business and a Woman-Owned Small Business, headquartered in Gaithersburg, MD. Ibility is a small but mighty company that is positioned for rapid growth. Simply put, we help government leaders to achieve their mission by designing creative products and programs that delight their customers and make their employees more efficient - building trust and improving overall satisfaction. We use human-centered design principles in every engagement because we believe the end-user is critical to the long-term success of any solution. Our team is fun, passionate, bold, and creative. We live our mission every day – to inspire people, create cool stuff, and make a lasting impact on the world!Ibility is seeking an experienced Operations Analyst to supports the delivery, monitoring, and continuous improvement of automated workflows within a large-scale automation platform that interacts with internal and external systems. This role partners with cross-functional teams to ensure automated processes operate efficiently, meet service level targets, and evolve as new automation capabilities are introduced.The platform environment supports enterprise automation initiatives across multiple business lines and must remain adaptable to emerging technologies, evolving system architectures, and expanding automation use cases.Key ResponsibilitiesSupport cross-functional teams responsible for efficient automated workflow processingMonitor and maintain highly time-sensitive operational workflows to ensure processing accuracy and service level targets are metTroubleshoot workflow issues and coordinate identification and resolution with internal stakeholdersDocument discovered defects and provide updated information on operational impacts of workflow defectsCommunicate workflow status changes and operational updates to external stakeholdersAssist in generating, reviewing, analyzing, and creating operational reports and data queriesProcessing and Remediating errors created by automated processing following both SOP and using independent decision making for recommending remediative efforts in novel situationsMonitor and analyze metrics associated with the performance and success of automated workflowsPartner with stakeholders to understand business pain points and operational challengesAssess enhancement requests and monitor status of existing requestsQualificationsExperience monitoring operational workflows to ensure requests and documents move through automated systems accuratelyAbility to analyze case or document status data and identify processing delays or system issuesExperience coordinating with technical and operations teams to resolve defects and implement data fixesStrong Excel and reporting skills (data cleansing, pivot tables, tracking logs, status reporting)Experience gathering business requirements for operational reports and dashboardsRequired Skills & ExperiencePrevious operations experienceStrict time sensitive items – reporting on slack – any alerts – communicationExposure to or experience working in DevOps environmentsStrong analytical skills with the ability to develop data-driven recommendationsStrong verbal and written communication skillsData analysis experience using tools such as:ExcelTableau – knowing is fine, expert not requiredSQL – preferredExperience managing stakeholder relationshipsExperience working with cross-functional teamsExperience working with PII – Important – Knock out questionVA preferredPreferred Skills & ExperiencePrevious medical claims processing experienceVHA Operational backgroundJira and Confluence experienceEffective communications with SlackOperational experience with VPNs and Remote Desktop$100,000 - $110,000 a year Benefits Include: Health, Dental, and Vision Plans Short Term Disability/Long Term Disability/Life Insurance/Accidental Death and Dismemberment Health Savings Account Unlimited Paid Time Off / 11 Federal Holidays Off 401kWe are committed to diversity, inclusion, and accessibility. We are an Equal Opportunity Employer in all aspects of employment and do not discriminate for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.