***This is a customer facing Analyst with a background in Data Analysis, Data Science, or Data Modeling.  Must have intermediate knowledge of SQL.***

DESCRIPTION

As digital transformation and AI progress at lightning speed, organizations find themselves data-rich and insights-poor. Digital transformation’s promise to drive better experiences and business performance is falling short.  Data is often trapped in silos across disconnected systems of record, such as ERPs and EHRs, systems of engagement, such as CRMs, and systems of insight, such as cloud data platforms. These systems cannot integrate seamlessly without a single source of truth for identity, making it impossible to share and consume complete and trusted 360-degree views of people, organizations, and networks. 

Verato, the identity intelligence experts, powers exceptional experiences everywhere by solving the problem that drives everything else — knowing who is who. The Verato MDM Cloudä, the next generation of MDM, delivers unprecedented identity intelligence by uniquely combining extraordinary identity resolution and enrichment with identity verification, AI-powered data governance, and advanced insights. Verato re-imagines MDM to be purpose-built and nimble to drive a complete and trusted 360-degree view of people, organizations, and networks across complex ecosystems with unmatched speed to value, enterprise-grade performance, and customer success.  More than 75% of the US population flows through Verato, powering a single source of truth for identity across the critical industries of healthcare, life sciences, financial services, public sector, and beyond. For more information, visit verato.com.

Core to Verato’s strategy for sustained growth is our commitment to building a strong, people-first culture that attracts, develops, and retains top talent worldwide. Verato operates on the simple principle that a company must prioritize its employees first and foremost. In return, these employees will take care of the company’s customers, and in turn, those customers will support the company’s shareholders. Verato believes in empowering teams with the best tools and development opportunities available. Staff are given chances to expand their knowledge in areas like technology (e.g., big data, distributed/cloud computing, complex algorithms), healthcare, and organizational development. As Verato continues a path of high growth and significant impact, every team member gains an influential front-row seat as we execute our business strategy. Together, we can bring about a profound and positive transformation in healthcare as we know it today. 

VERATO VALUES

We are committed to continually raising the standard of excellence throughout the organization, from marketing to engineering to customer service. Our guiding principles are to Make a Difference, to be Trustworthy, and to be Customer Obsessed.

Verato employees have a precise focus on proactively protecting the privacy and security of all systems while always ensuring they are following documented policies and procedures.

ABOUT THE POSITION

As a member of the Verato Customer Experience team, you will play a pivotal role in shaping enterprise-level solutions that drive transformation across healthcare. Verato offers a foundational identity resolution platform that enables interoperability and innovation in a rapidly evolving industry.

We are seeking a Senior Support Analyst (Customer Support of Operations) who thrives in a highly dynamic and intellectually challenging environment. This role will focus on designing, analyzing, and optimizing enterprise architectures to support Verato’s customers use of our products and customer ecosystems. This role will collaborate with internal teams and customers to ensure seamless integration, scalability, and alignment with business objectives. This position is critical to delivering indisputable ROI and achieving key metrics such as GRR, CSAT/NPS, NRR, and referenceable customer success.

REPSONSIBILITIES

Technical Leadership & Subject Matter Expertise

• Serve as an expert in identity data, master data management, and interoperability standards (HL7, FHIR), advising both customers and internal teams.
• Guide technical decision-making with a data-first perspective, helping customers design durable, efficient data workflows.

Customer-Facing Technical Engagement

• Advise customers on best practices for managing, integrating, and leveraging healthcare data to achieve operational success.
• Act as a technical point of contact for enterprise customers, providing clear data-driven guidance during onboarding, troubleshooting, and optimization.
• Communicate analytical insights and technical recommendations directly to customer stakeholders in a clear, consultative manner.
• Manage, prioritize, and resolve customer requests and technical cases through a case management system.
• Analyze case trends to identify recurring data issues, system weaknesses, and opportunities for product or process improvements.

Data Analysis & Insights

• Analyze complex customer datasets, workflows, and identity models to uncover patterns, data quality issues, and optimization opportunities.
• Translate analytical findings into actionable recommendations that improve product configuration, data integration, and identity resolution accuracy.
• Define and track key performance indicators (KPIs) for system performance, data quality, and scalability.
• Partner with Product, Engineering, and Customer Success to ensure analytical insights inform roadmap decisions and solution designs.
• Communicate data-driven findings clearly to technical and non-technical stakeholders.

Data Architecture & Modeling

• Develop and maintain scalable data models and integration frameworks that support Verato’s identity and master data platforms.
• Evaluate customer data structures to design efficient ingestion, transformation, and matching strategies.
• Ensure architecture and data pipelines follow best practices for data governance, interoperability, and performance.

System Monitoring & Optimization

• Monitor logs, metrics, and performance data to proactively diagnose issues and recommend improvements.
• Drive continuous improvement of data pipelines, identity resolution processes, and architecture performance.

Operational Excellence

• Develop data-driven prioritization frameworks for customer issues, enhancement requests, and project efforts.
• Communicate trade-offs and recommendations using clear quantitative and qualitative reasoning.
• Mentor internal teams on data analysis methodologies, tools, and best practices for working with identity and master data.

ESSENTIAL QUALIFICATIONS

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field; Master’s degree preferred.
• 5+ years of experience in technical support, operations, engineering, master data management, and/or systems analysis.
• Proven experience in enterprise architecture, solution design, or systems analysis within healthcare or related industries.
• Strong understanding of cloud platforms, APIs (REST/SOAP), SQL, and integration patterns. 
• Experience or familiarity with Postman, Alteryx, MongoDB, Jenkins.
• Expertise in data modeling, identity management, and interoperability standards (HL7, FHIR).
• Exceptional communication skills with the ability to translate complex technical concepts into business language.
• Advanced problem-solving and analytical skills with a strategic mindset.

PREFERRED QUALIFICATIONS

• Experience with healthcare systems, Master Data Management (MDM) and Master Person Index (MPI) solutions, and interoperability standards (HL7, FHIR).

This Job Is Right For You If…

• You excel in designing scalable, secure, and future-ready enterprise architectures.
• You thrive in fast-paced environments and can balance strategic vision with tactical execution.
• You enjoy collaborating with diverse stakeholders and influencing technical and business decisions.
• You are passionate about driving innovation in healthcare through technology.

Equal Opportunity Employer/Veterans/Disabled