Customer Systems Analyst

ABOUT AUGUST HEALTH At August Health, our mission is to empower the essential work of caring for our elders. We achieve this by providing a modern operating platform and electronic health record (EHR) that enables senior living operators to deliver high-quality care with confidence. Caregivers are the heart of senior living communities, embodying care, compassion, and well-being. Yet, they face increasing challenges—higher resident acuity, complex workflows, and staffing shortages. At August Health, we build tools that simplify their tasks, eliminate inefficiencies, and provide the insights they need to focus on what truly matters—caring for residents. At August, we strive to live our values each day, in every interaction with our customers and with each other. • Be responsible – leave things better than you found them • Take ownership – be decisive and take action • Be ambitious – build something great • Keep an open mindset – communicate candidly and welcome new ideas • Be humble – celebrate each others’ successes and learn from our mistakes • Stay positive – assume best intent ROLE OVERVIEW As a Customer Systems Analyst at August Health, you'll play a critical role in helping our Implementation and Customer Success teams deliver a great customer experience by configuring, maintaining, and optimizing our platform. You'll work behind the scenes to support new customer implementations, data conversions, document digitization, and ongoing system changes for live customers. This includes configuring workflows across our Clinical, Billing, and Move-Ins products, supporting the rollout of new features, and helping customers get more value from the platform over time. You'll partner closely with our customer-facing teams to translate requirements into accurate, thoughtful system changes. Success in this role requires strong attention to detail, technical curiosity, and an understanding of how configuration decisions impact resident data, customer workflows, and the end-user experience. WHAT YOU'LL DO • Execute configuration changes across August Health's Clinical, Billing, and Move-Ins products, supporting both new implementations and existing customers. • Support data conversions, document digitization, and other technical setup activities needed to successfully onboard customers and expand their use of the platform. • Partner with Customer Success Managers to maintain and optimize live customer environments, including configuration updates, new feature rollouts, and initiatives focused on increasing product adoption and value. • Understand how system settings and configuration hierarchies interact, including how global, organization-level, and community-level settings translate into the end-user experience. • Evaluate the downstream impact of proposed changes on existing workflows, resident data, and system behavior before implementing them. • Validate configuration changes for accuracy and completeness, proactively identifying potential issues before they impact customers. • Partner closely with Implementation Managers and Customer Success Managers to translate customer requirements, support tickets, and project needs into actionable configuration work. • Ask thoughtful questions, identify missing requirements, and push back when proposed changes could create unintended consequences or when a better approach is available. • Manage and prioritize work across multiple implementations, live customer requests, and internal initiatives, balancing timelines, complexity, and business impact. • Track requests, document configuration decisions, and communicate progress clearly using internal ticketing and project management tools. • Collaborate with Customer Experience, Product, Engineering, and other internal teams to troubleshoot complex issues, identify recurring patterns, and improve how we deliver configuration services. • Help develop and improve internal processes, documentation, and tools that make configuration work more accurate, efficient, and scalable. WHO YOU ARE • 2–4 years of experience in a systems analyst, business analyst, implementation, technical operations, or similar role involving hands-on software configuration and data management. • Experience working with complex software platforms where system settings, workflows, and data structures interact to drive end-user behavior. • Experience working within ticketing or project management systems such as Linear, Intercom, Jira, or Zendesk. • Experience with healthcare technology, EHRs, billing systems, or other complex operational software is a plus, but not required. • Comfortable navigating complex software products, understanding configuration dependencies and hierarchies, and troubleshooting unexpected system behavior. • Strong spreadsheet skills, including working with CSV files, manipulating structured data, validating data accuracy, and identifying inconsistencies. • Familiarity with JSON data structures and the ability to read, interpret, and work with structured configuration data. Basic understanding of APIs and data integrations is a plus. • Ability to investigate system behavior, assess the impact of changes, and methodically validate that configurations work as intended. • Comfortable managing requests through ticketing systems and maintaining clear, accurate documentation of changes and decisions. CORE COMPETENCIES • Attention to Detail: Takes a careful, methodical approach to configuration changes, recognizing that even small adjustments can have significant downstream effects on live customer environments. • Critical Thinking & Judgment: Goes beyond simply executing requests to understand the underlying need, ask the right questions, and recognize when a proposed approach may not be appropriate. • Technical Curiosity: Enjoys learning how complex systems work, investigating unexpected behavior, and developing a deep understanding of the product. • Ownership & Reliability: Takes responsibility for completing work accurately and on time, managing competing priorities without losing track of details. • Cross-Functional Communication: Communicates clearly with customer-facing and technical teammates, translating requirements into actionable work and explaining system behavior in an approachable way. • Continuous Improvement: Looks for opportunities to simplify processes, reduce manual work, and build more scalable ways of supporting customers as August Health grows. ABOUT OUR TEAM Our team brings together deep expertise in technology, healthcare, and company-building. We’ve led teams at Apple, Google, Landmark Health, and Adobe, co-founded and exited multiple companies, shipped products used by hundreds of millions of users, and managed clinical teams caring for thousands of patients. Backed by top-tier Silicon Valley investors, we are partnering with some of the largest senior care organizations in the U.S. to transform the future of senior living. We offer market-competitive compensation based on experience and ability, including significant equity option grants. Our benefits prioritize your well-being with 100% company-paid premiums for health, dental, and vision coverage, along with company contributions to your HSA. We help you plan for the future with a 2% 401(k) match, and support your physical and mental health through services like Rightway Health Advocacy and Spring Health Mental Wellness. Beyond traditional benefits, we offer a flexible time off policy, 100% paid family leave, and all-expenses-paid, in-person company offsites twice a year.