Operations & Systems Engineer

** Hybrid | 3 - Days a Week | Boston, MA **

PROGRAM OVERVIEW:

The Massachusetts Executive Office of Health and Human Services (EOHHS) is the largest secretariat in MA state government, comprised of 16 agencies with over 20,000 employees statewide. EOHHS services directly touch the lives of slightly more than 1 in 4 residents in the Commonwealth — some of our most vulnerable children, youth, adults, and elders. EOHHS provides access to medical and behavioral health care, substance misuse treatment, long term services and support, and nutritional and financial benefits to those with low incomes. We connect elders, individuals with disabilities, and veterans with employment opportunities, housing, and supportive services. We steer troubled youth towards a more successful path and do everything possible to keep children in our child welfare system safe. We support individuals who are developmentally disabled, mentally ill, blind, deaf, or hard of hearing.

The Massachusetts Health Insurance Exchange (MA HIX) is the health insurance marketplace for Massachusetts serving both MassHealth (Medicaid) and the Health Connector. It allows individuals to determine their eligibility for, shop for and enroll in subsidized or non-subsidized insurance with a side-by-side comparison of plans. The MA HIX Program team is committed to creating and maintaining a best-in-class HIX system that will meet or exceed federal ACA requirements, maximize flexibility, minimize the technical and operational support burden, dynamically adapt to changing rules, policies and legislation, and set a new standard in consumer ease of use and satisfaction.

We can facilitate w2 or c2c consultants. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $60 - $70 / hr. w2

POSITION SUMMARY:

Operations & Systems Engineer

The Commonwealth of Massachusetts’ Executive Office of Health and Human Services (EOHHS) is currently seeking an exceptional individual to join the Health Insurance Exchange team as an Operations & Systems Engineer. The Operations & Systems Engineer is a key member of the operations team, providing analytical solutions and presents recommendations to enhance operations processes and meet strategic objectives.

DETAILED STATEMENT OF DUTIES AND RESPONSIBILITIES:

• Proactively monitor systems for availability, capacity & performance and when necessary, investigates and analyze the problems/issues, assess criticality, and report out as required.

• Ensure issues are identified, documented, communicated, and appropriately escalated to ensure timely resolution of each request.

• Exercise responsibility and maintain acceptable levels of service performance in resolving issues, data collection, recording, reporting, and in maintaining controls over IT processes.

• Set up and configure Dynatrace dashboards to track system performance, application behavior, and user experience metrics such as response times, throughput, and error rates.

• Create custom alerts in Dynatrace to detect performance degradation, triggering timely resolution before impacting end users.

• Collaborate with technical and non-technical personnel (Agency functional experts, vendors, PMO, architects, etc.) to resolve open issues on a timely basis and update status and maintenance in ticketing system.

• Provide technical support for daily operations & oversee production system maintenance activities in close cooperation with our vendors.

• Participate in the patch management process for servers, system, and software.

• Support data updates and create both scheduled and ad-hoc reports using SQL and other DB tools.

• Develop project plan/timeline estimation and identify key milestones for the operations team.

• Monitor, track, and complete project tasks as required, ensuring outputs are timely, high quality, and tailored to stakeholder needs.

• Develop and implement “best practice” methodologies to enhance operations efficiency.

• Provide support associated with tracking, validation, and driving closure of PROD Batch Schedule exclusions, workarounds, defects, and data corrections.

• Manage the User Access Request process for Database, Monitoring Tools and other HIX system access.

• Manage the Digital Certificate update process in close cooperation with our vendors.

• Maintain the software inventory list including latest version and planned updates.

• Design presentations at high levels, incorporate advanced features of PowerPoint, Excel, etc.

• Adhere to all the Secretariat’s, EOHHS IT’s, and relevant Management policies, procedures, and standards.

PREFERRED QUALIFICATIONS

• Demonstrated ability to solve complex IT problems, monitoring servers and report generation.

• Ability to resolve problems as they arise and handle situations expeditiously.

• Must be a self-starter, have a broad technical background of systems, software, and technology, possess both critical-thinking and analytical skills and must be able to multi-task.

• Proven experience diagnosing and resolving complex IT issues using performance data from enterprise monitoring tools like Dynatrace.

• Familiarity with the following or other similar tools and technologies Dynatrace, QuickSight, AWS.

• Basic scripting skills (e.g., Linux shell, Python) for task automation related to monitoring and reporting.

• Familiarity with synthetic monitoring, log analytics, and APM (Application Performance Monitoring) best practices.

• Experience creating reports using SQL and Toad or SQL Developer. Working knowledge of basic DB concepts.

• Experience creating/interpreting architectural diagrams, ER diagrams and other technical documents.

• Demonstrated experience with ticketing system preferably service now.

• General knowledge and experience with Developing and presenting status reports, trends, and metrics.

• Ability to take notes and document all user interactions and steps taken.

• Excellent communication experience with technical and non-technical staff

• Ability to develop and maintain effective relationships with management, vendors, end users and program team members.

• Working knowledge of JIRA & SharePoint.

JOB REQUIREMENTS: EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Information Systems, Computer Science, or a closely related field

• Minimum (5-8) years of analytical experience, preferably within operations and system engineering roles with a focus on performance monitoring and troubleshooting.

• Experience working in a production environment with mission-critical systems, preferably in a regulated or government setting.

• Proficiency with MS Office applications including Outlook, Word, Excel, PowerPoint, MS Project and Visio a plus

• Deep knowledge and hands-on experience with Dynatrace.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.

Please be advised- If anyone reaches out to you about an open position connected with Eliassen Group, please confirm that they have an Eliassen.com email address and never provide personal or financial information to anyone who is not clearly associated with Eliassen Group. If you have any indication of fraudulent activity, please contact InfoSec@eliassen.com.