Senior IT Operations Analyst

Title: Senior IT Operations Analyst

Job Type: Full-time

Location: Hybrid 4 days per week in Brighton, MA office; 1 day remote

FLSA Status: Exempt

About Us

BrightonOne is a nonprofit social enterprise delivering healthcare, housing, and hope to veterans and military-connected families, with enterprise discipline in service to those who served.

Position Summary

The Senior IT Operations Analyst is responsible for the administration, governance, and continuous improvement of IT operations across BrightonOne’s technology ecosystem, encompassing system health, workflow integrity, access and user lifecycle management, and operational performance. The Senior Analyst works across internally managed systems and externally hosted platforms to ensure that technology services are secure, compliant, resilient, and continuously refined, which includes coordination with the Information Technology and Information Security department, business system owners, and external vendors to establish repeatable and measurable processes, identify automation opportunities, and drive accountability throughout both the access lifecycle and broader operational workflows.

Key Responsibilities

Access & User Lifecycle Management

• Develop and maintain documented access lifecycle standard operating procedures.
• Coordinate and/or execute end-to-end user provisioning, modification, and deprovisioning activities across internal systems, external vendors, and business partners, facilitating issue resolution as needed.
• Design, automate, and continuously improve access approval workflows using workflow automation, scripting, and AI-assisted technologies where appropriate.
• Collaborate with security teams to embed secure-by-design practices and maintain compliance readiness in healthcare, privacy, and government regulatory frameworks.

Systems & Operational Performance

• Establish, track, and report on operational KPIs and SLAs of key business systems and integration flows, including system uptime, workflow throughput, incident response times, and user experience quality.
• Coordinate with third-party vendors and managed service providers to enforce service level agreements, resolve incidents, and drive root-cause analysis.
• Own the operational runbook library: create, maintain, and version-control procedures for recurring operational tasks, incident response, and system health checks.
• Conduct regular operational reviews with business and technology stakeholders; translate findings into prioritized improvement actions with measurable outcomes.

Process Improvement & Automation

• Apply continuous improvement methodologies to analyze workflows, identify waste, and implement improvements that reduce manual effort and increase throughput.
• Identify, evaluate and implement tools or automations that enhance operational visibility, reliability, and efficiency across the technology ecosystem.
• Lead or support problem-solving efforts (root-cause analysis, kaizen events, retrospectives) resulting in documented process changes and measurable improvement.
• Establish and maintain an IT operations improvement backlog, communicating progress and outcomes to leadership and business partners on a regular cadence.

Governance & Compliance

• Establish and monitor access governance metrics, service levels, and operational performance indicators; produce regular dashboards for leadership visibility.
• Support internal and external audits by maintaining accurate operational records, access logs, and evidence packages aligned to regulatory requirements.
• Ensure all operational processes adhere to applicable healthcare, privacy, and government regulatory standards; flag compliance gaps and drive remediation.
• Other duties as assigned.