Associate IT Operations Analyst
About the role
Opportunity Overview:
The Cohere IT team administers systems with a holistic approach and is responsible for the study, design, development, implementation, support, and management of telecommunications and computer-based information systems and software. Providing support to our colleagues who utilize Cohere Health systems in their day-to-day responsibilities and operations is a key function of the IT team.It is our aim to ensure a friendly working environment while scaling solutions to provide secure and efficient technology to all Cohere employees. IT is the backbone of our business, the underlying structure that reinforces Cohere’s growth, and propels this world-class organization to perform at the highest levels.The Cohere IT team is currently seeking an Information Systems Specialist to be part of the day-to-day frontline that provides, supports, and maintains the availability of services and infrastructure within the company’s corporate environment.Desktop Support Technicians are responsible for learning, maintaining, and documenting information pertaining to systems, software, applications, and processes used across the organization. All internal support requests are their responsibility to respond to or escalate to Systems Administrators, as necessary.Last but not least: The ideal candidate will thrive in a fast-paced startup with the ability to wear many hats while prioritizing customer focus. People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.
What you'll do:
- Work within Cohere’s established standards, procedures and guidelines in delivering service to staff
- Fulfill service requests in a highly customer-service oriented manner
- Monitor, respond to, and escalate service issues in a timely manner
- Follow proper ticketing procedures and best practices
- Use customer service KPI metrics (ex: first response time, time to resolution, etc.) to achieve goals and improve support performance
- Improve existing and develop new documentation for systems and services
- Participate in training to develop and maintain knowledge in existing and new technologies
- Assist with inventory management and asset tracking
- Support a remote call center environment
- Support Systems Administrators with day-to-day activities and projects
- Work with Project Managers to provide technical knowledge and assistance
- Package and ship IT equipment to assist in onboarding new employees
- Work cross functionally with all departments to assist with IT issues as well as build out systems functionality
- Communicate complex technical solutions to all levels of management
- Provide integration support for the development and implementation of Enterprise architectures to meet new and evolving client requirements
- Process onboarding and offboarding of users to various systems, streamlining and documenting existing workflows.
ISMS roles and responsibilities - Fair understanding of Information Security practices.
- Align to the organization policies and procedures.
- Ensure to get updated with ISMS roles as assigned by the department/process heads.
Required Qualifications:
Background
- 2-3 years Mac & PC desktop support experience in a fast-paced environment [university or professional]
- MCP or A+ certification
Skills
- Working knowledge of corporate cloud environments with the following systems: Google Workspace, Zoom, AWS, JIRA, Confluence
- Experience in providing desktop support for MAC OS, including support services such as Jamf
- Understanding of networking technologies, configurations and security
- Experience configuring and troubleshooting enterprise wireless devices, including iOS and Android
- Working knowledge of VOIP concepts
- Experience with cloud computing virtual private networking (EC2, AWS) is a plus
- Practical hands on experience assisting internal users with Information Systems and troubleshooting technical issues
- Ability to work with ticketing systems and manage security related incidents
- Experience supporting a remote, distributed workforce
Traits
- Excellent communication and written skills
- Time management skills and ability to meet deadlines
- Ability to work both independently and within a team
- Must be willing to learn and grow IT skillsets as the business evolves
- Understand business implications of decisions and have ability to exhibit sound and accurate judgment
- Excellent organizational skills with the ability to multi-task, prioritize and manage time effectively while also ensuring accuracy of work through close attention to detail
- Strong analytical, troubleshooting and critical thinking skills
- Proven ability to work in a fast paced environment with changing priorities and tight deadlines
- Ability to learn new MIS systems, implement and support them
Ability to commute/relocate:
- Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Preferred)
Interview Process*:
- Connect with Talent Acquisition
- Meet with the Hiring Manager
- Behavioral Interview(s)
- Case Study
- Interview with Senior Leadership
*Subject to change
About Cohere Health:
Cohere Health’s clinical intelligence platform and agentic AI-powered solutions connect health plans’ strategic goals and providers’ needs, optimizing the speed, cost, and quality of care. With an enterprise approach that streamlines payer-provider decision-making across the care continuum–including policy, prior authorization, payment accuracy, and more–the company improves collaboration and reduces burden, resulting in up to 8x ROI and 94% provider satisfaction.
With the acquisition of ZignaAI, we expanded our AI-native platform with a comprehensive Payment Integrity Suite that spans data mining, clinical and coding validation, authorization and claims reconciliation, and end-to-end payment integrity services across pre- and post-pay workflows. By connecting clinical and payment insights, our transparent, AI-powered solutions help health plans proactively improve payment accuracy, reduce waste and vendor dependency, strengthen provider relationships, and build smarter, more efficient payment integrity programs.
Cohere Health’s innovations continue to receive industry-wide recognition. We’ve been recognized on TIME’s World Top HealthTech Companies 2025 list, the 2025 Inc. 5000 list, in the Gartner® Hype Cycle™ for U.S. Healthcare Payers (2022-2025), and ranked as a Top 5 LinkedIn™ Startup for 2023 & 2024.
We can’t wait to learn more about you and meet you at Cohere Health!
Equal Opportunity Statement:
Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, it’s personal.
