Data Analyst II (Healthcare)

Location: Austin, TX, United States; flexible remote or hybrid work environment. Occasional travel may be required.

Company

hirify.global develops healthcare and medication management solutions and uses data-driven innovation to improve healthcare outcomes and customer experiences.

What you will do

• Analyze Technical Support and Field Service data to identify trends, patterns, root causes, anomalies, and operational improvement opportunities.
• Build and maintain recurring and ad hoc reports covering support volume, backlog, response and resolution times, service levels, escalations, reopen rates, and first-contact resolution.
• Evaluate performance across products, customer segments, regions, issue types, channels, priorities, and service tiers.
• Create executive-ready dashboards, presentations, scorecards, and actionable recommendations for operational reviews and strategic decisions.
• Translate stakeholder needs into business requirements for reporting, system enhancements, and process improvements while collaborating with Technical Support, IT, Data Engineering, Customer Success, and Commercial teams.
• Support AI and data science initiatives through data preparation, exploratory analysis, feature evaluation, and interpretation of analytical outputs.

Requirements

• Bachelor's degree in Analytics, Business, Statistics, Information Systems, Economics, or a related field.
• At least 2 years of experience in data analytics, business intelligence, market insights, commercial analytics, or a related discipline.
• Proficiency in SQL and/or Python or R for querying, transforming, and analyzing data.
• Experience working with structured operational, commercial, service, CRM, sales, or financial datasets.
• Experience creating dashboards, visualizations, analytical summaries, and business recommendations using platforms such as Power BI or Tableau.
• Strong communication, attention to detail, data quality investigation, and ability to manage multiple priorities.

Nice to have

• Experience with Technical Support, Customer Service, Field Service, Customer Success, or service operations.
• Knowledge of Salesforce, SAP C4C, Gainsight, ServiceNow, or similar platforms.
• Understanding of SLA compliance, backlog aging, escalation rates, first-contact resolution, mean time to resolution, and customer satisfaction metrics.
• Experience in healthcare, medical device, medication management, or another regulated industry.
• Familiarity with Databricks, Snowflake, Microsoft Fabric, customer feedback platforms, or executive-level performance reporting.

Culture & Benefits

• Flexible remote or hybrid work environment.
• Cross-functional collaboration across Technical Support, IT, Data Engineering, Customer Success, and Commercial teams.
• Opportunities to strengthen analytical, technical, and AI capabilities while sharing knowledge and best practices.
• Occasional travel for collaboration with corporate teams, business stakeholders, or industry events.