Business System Support Analyst

About this role

Description
Job Location:
Remote


Are you EPIC?
Do You Have The Ability To Demonstrate, Understand And Apply HFD’s Core Purpose And Values In All That You Do? At HFD, Our Mission Is To Make Healthcare More Affordable By Giving Everyone a Better Way To Pay. In Order To Accomplish This Mission, We Must Ensure That Our Team Is Aligned With Our E.P.I.C. Values

• Excellence: Always exceeding expectations!
• Passionate: Executing with boldness!
• Innovative: Pioneering a better way!
• Collaborative: Together we win!

The EPIC Business System Support Analyst we are looking for:
Reporting to the [SRE Manager - TBD], the Analyst provides dedicated operational support to the Site Reliability Engineering (SRE) team by owning ticketing, triage, documentation, and runbook management. This role acts as the first point of contact for incoming requests, business process issues, and defects, ensuring they are properly logged, categorized, and routed. By absorbing this coordination and documentation workload, the Analyst frees SRE engineers to focus on core reliability engineering - availability, performance, automation, and incident response. Secondarily, the role supports the General Engineering roadmap, helping drive execution of key initiatives across site reliability improvements, company efficiencies, and technical and foundational engineering improvements.


As a Business System Support Analyst, You Will

• Monitor incoming tickets/alerts across queues, triage by severity and urgency, and route to the correct SRE engineer or on-call rotation
• Serve as the first point of contact for internal requests to the SRE team; ensure requests are complete, correctly prioritized, and tracked to resolution.
• Maintain accurate, current documentation for systems, processes, and recurring issues; ensure knowledge is captured after incidents and change events.
• Create, update, and organize runbooks in partnership with SRE engineers; retire outdated runboo...