SH-772 Helpdesk Analyst - IDOH, Indianapolis IN.

Position Summary:

The Immunization Helpdesk Analyst serves as a key member of the Immunization Information System (IIS) support team, providing technical assistance, data quality expertise, and customer support to healthcare providers, public health staff, and system end-users. This role focuses on maintaining the accuracy and integrity of immunization records by identifying, investigating, and resolving data issues such as duplicate records and incorrect merges. The Analyst works collaboratively with IT, data stewards, and quality teams to optimize system functionality, enhance data reliability, and support statewide immunization efforts.

• Respond promptly to inquiries from healthcare providers, public health agencies, and internal users regarding immunization records, IIS functionality, and data discrepancies.

• Investigate and resolve duplicate patient records, incorrect merges, and other data integrity issues within the immunization registry.

• Utilize data tools, matching algorithms, and established workflows to identify, analyze, and correct record-level inconsistencies.

• Escalate complex or unresolved issues to senior technical teams, system administrators, or data stewards as appropriate.

• Provide clear, accurate guidance to users on best practices for data entry, patient matching, and record management within the IIS.

• Monitor and maintain high data quality standards by identifying trends and recurring issues related to deduplication, merging, and provider data entry.

• Collaborate with IT and data quality teams to refine deduplication logic, improve matching accuracy, and enhance overall system performance.

• Contribute to internal and external data quality initiatives, participating in cross-functional efforts to improve key IIS quality metrics.

• Assist in testing system updates, enhancements, and new functionality to ensure accuracy and usability before deployment.

• Document all helpdesk interactions, issue resolutions, and data corrections thoroughly and accurately within the ticketing system.

• Maintain consistent, compliant records of support requests and system changes in alignment with program, state, and federal reporting requirements.

• Generate data quality reports and summaries for internal teams, leadership, and stakeholder groups.

• Support the development of training materials, user guides, and documentation to improve provider knowledge and reduce data-entry errors.

• Work closely with internal teams-including IT, data management, epidemiology, and program leadership-to ensure coordinated problem-solving and workflow alignment.

• Participate in staff meetings, training sessions, and quality improvement initiatives.

• Provide customer-centered support, maintaining professionalism, clear communication, and a solution-oriented approach in all interactions.

• Perform other duties as assigned to support IIS operations, data quality improvement, and user assistance.

• Bachelor's degree in Public Health, Health Informatics, Information Systems, Computer Science, or a related field preferred; equivalent experience may be considered.

• Minimum of one (1) year of experience working with immunization registries, health information systems, helpdesk support, or health data quality.

• Experience with data analysis, record matching, or patient deduplication strongly preferred.

• Familiarity with electronic health record (EHR) systems, HL7 messaging, or IIS workflows is an asset.

• Strong analytical and problem-solving skills with the ability to interpret data, identify discrepancies, and implement corrections.

• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.

• Proficiency with data tools, spreadsheets, and ticketing systems; experience with matching algorithms or data quality tools preferred.

• Ability to work effectively both independently and as part of a multidisciplinary team.

• High attention to detail and accuracy, with strong documentation and organizational skills.

• Flexibility to adapt to changing priorities, process updates, and system enhancements.

• Commitment to maintaining the confidentiality, integrity, and security of health information.

Syra Health Corp is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.