Sierra Solutions

Compensation

Full Description

Job Summary The Analyst, SaaS Operations is responsible for managing the daily operational stability and support of enterprise SaaS platforms, including Telus Health, Workday, and integrated file-based systems. This includes managing file transfers, scheduling batch processes, monitoring and triaging incidents, ensuring effective communication with business users and third-party vendors, and acting as a liaison with other IT teams to facilitate integrations with other systems. The analyst plays a key role in documenting processes, coordinating release management, and ensuring the continuity of mission-critical operations. Primary Responsibilities SaaS Platform Operations • Manage daily operations for Telus Health, Workday, and integrated platforms. • Coordinate and document deployment processes, including Telus Health configuration migrations, and use Workday Object Mover to migrate changes to production. • Maintain and adjust batch job schedules to support system downtimes and business needs. • Ensure timely, validated file delivery to Telus Health and vendor partners; escalate issues as needed. • Serve as the primary contact for release management, outages, and file schedules. • Support platform releases (e.g., Workday quarterly updates, 5x a year for Telus), including readiness and testing coordination • Maintain comprehensive documentation: job schedules, system configurations, credentials, and SOPs. Monitoring & Incident Triage • Monitor platform health, file logs, job dashboards, and alerts. • Triage incidents and coordinate resolution across technical teams, business units, and vendors for batch processes and system outages. • Provide operational support during critical periods (e.g., payroll, benefits, reconciliations). • Review and act on root cause analyses from Telus Health. Continuous Improvement & Documentation • Identify opportunities for automation and improved alerting/reporting. • Keep documentation and knowledge bases current (SOPs, runbooks, integration diagrams). • Support compliance (HIPAA, SOC 2, SOX) through auditable, repeatable operations. Education and Experience Required: • 3+ years of hands-on experience supporting SaaS platforms in an operations or technical analyst capacity. • Experience SFTP and SharePoint. • Experience with PGP encryption. • Experience with managing batch or scheduled interface jobs using tools like GoAnywhere, Tidal, or Control-M. • Experience supporting file-based integrations and working with vendors to resolve technical issues. • Strong skills in technical documentation, business communication, and multi-team coordination. Preferred: • Experience working in healthcare, HR/payroll systems, or a compliance-sensitive environment. • Knowledge of scripting languages (PowerShell, Python, Bash) for automation. • Familiarity with ITSM platforms (ServiceNow, Jira, Azure DevOps) for ticketing and change management. • Exposure to certificate/key rotation practices, data privacy handling, and audit readiness. Core Competencies: • Strong analytical and troubleshooting skills with a proactive mindset. • Highly organized and capable of managing multiple time-sensitive tasks. • Excellent communication and coordination skills across technical and non-technical audiences. • Collaborative, dependable, and detail-oriented in a fast-paced environment.