Health Operations Analyst, L11
Location: Austin, TX
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation led company with 738,000 people serving clients in more than 120 countries.
Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners, and communities.
The Health Operations Analyst impacts the team by acting as a liaison between Operations and Technical support by triaging escalations, investigating system issues, documenting and tracking cases, collaborating with technology and the development teams, providing guidance and workarounds, and analyzing trends.
Responsibilities include: 
Triage Escalations: Review, assess and prioritize technical issues escalated by operations teams
Investigate system issues: Perform root cause analysis, trouble shoot errors, and identify patterns in system behavior
Document and track cases: Maintain accurate records of reported issues, investigation steps, and resolution in a ticketing system
Collaborate with technology and development teams: Work with technical teams to escalate complex issues, test fixes and validate resolutions
Provide Guidance and workarounds: Assist operations teams by offering interim solutions while long-term fixes are implemented
Analyze trends: Identify recurring system issues and recommend improvements to prevent future escalations
Communicate effectively: Ensure business end users and stakeholders are informed of issue status, expected resolutions, and any required follow up actions