Operations Analyst

Founded in early 2021, Ibility is a Service-Disabled Veteran-Owned Small Business and a Woman-Owned Small Business, headquartered in Gaithersburg, MD. Ibility is a small but mighty company that is positioned for rapid growth. Simply put, we help government leaders to achieve their mission by designing creative products and programs that delight their customers and make their employees more efficient - building trust and improving overall satisfaction. We use human-centered design principles in every engagement because we believe the end-user is critical to the long-term success of any solution. Our team is fun, passionate, bold, and creative. We live our mission every day – to inspire people, create cool stuff, and make a lasting impact on the world!

Ibility is seeking an experienced Operations Analyst to supports the delivery, monitoring, and continuous improvement of automated workflows within a large-scale automation platform that interacts with internal and external systems. This role partners with cross-functional teams to ensure automated processes operate efficiently, meet service level targets, and evolve as new automation capabilities are introduced.

The platform environment supports enterprise automation initiatives across multiple business lines and must remain adaptable to emerging technologies, evolving system architectures, and expanding automation use cases.

Key Responsibilities

• Support cross-functional teams responsible for efficient automated workflow processing

• Monitor and maintain highly time-sensitive operational workflows to ensure processing accuracy and service level targets are met

• Troubleshoot workflow issues and coordinate identification and resolution with internal stakeholders

• Document discovered defects and provide updated information on operational impacts of workflow defects

• Communicate workflow status changes and operational updates to external stakeholders

• Assist in generating, reviewing, analyzing, and creating operational reports and data queries

• Processing and Remediating errors created by automated processing following both SOP and using independent decision making for recommending remediative efforts in novel situations

• Monitor and analyze metrics associated with the performance and success of automated workflows

• Partner with stakeholders to understand business pain points and operational challenges

• Assess enhancement requests and monitor status of existing requests

Qualifications

• Experience monitoring operational workflows to ensure requests and documents move through automated systems accurately

• Ability to analyze case or document status data and identify processing delays or system issues

• Experience coordinating with technical and operations teams to resolve defects and implement data fixes

• Strong Excel and reporting skills (data cleansing, pivot tables, tracking logs, status reporting)

• Experience gathering business requirements for operational reports and dashboards

Required Skills & Experience

• Previous operations experience

• Strict time sensitive items – reporting on slack – any alerts – communication

• Exposure to or experience working in DevOps environments

• Strong analytical skills with the ability to develop data-driven recommendations

• Strong verbal and written communication skills

• Data analysis experience using tools such as:

• Excel

• Tableau – knowing is fine, expert not required

• SQL – preferred

• Experience managing stakeholder relationships

• Experience working with cross-functional teams

• Experience working with PII – Important – Knock out question

• VA preferred

Preferred Skills & Experience

• Previous medical claims processing experience

• VHA Operational background

• Jira and Confluence experience

• Effective communications with Slack

• Operational experience with VPNs and Remote Desktop

We are committed to diversity, inclusion, and accessibility. We are an Equal Opportunity Employer in all aspects of employment and do not discriminate for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.