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Current Opportunities

Service Delivery Analyst

Location: Pittsburgh, PA

Posted April 25 2018


The Service Delivery Analyst is responsible for the overall quality of processing. The position focuses primarily on maintaining the ongoing delivery of service through day-to-day transactions for client participates.  Primary responsibilities are grouped into the following categories as well as additional duties as assigned:



Subject Matter Expert: Manage the workflow for incoming participate inquiries.  Knowledge and document SOP’s.  Update document requirements for changes, fixes and enhancements.


Testing and QA: Develop test plan and cases.  Lead UAT and regression testing as applicable.


Perform data Updates and/or Extrapolation: 

  • Review reports to determine basic characteristics such as origin, data flow, format, frequency, distribution and/or function of report.

  • Update member transactions.

  • Process participate requests.

  • Trend analyses, project reporting, and ad-hoc reporting.

  • Conduct audits on payroll file feeds.

  • Troubleshoot and correct discrepancies of Carrier files.

  • Reseasonablity checks on Carrier premium reports.


Work in close partnership with the client services team on a day to day basis:  Provide internal support to multiple stakeholders with regards to participant inquiries, researching data anomalies and applying fixes as applicable.


Provide outstanding customer support: Respond to escalations in a timely manner.  This will include detailed research, root cause analysis and impact analysis where applicable.


Succeeding as a Service Delivery Analyst will require the following core qualifications and skills:

  • Bachelor’s Degree, or relevant experience, in business, human resources or related field

  • Experience with data entry

  • Intermediate skill level in Microsoft Word, Excel and Access

  • Excellent verbal and written communication skills

  • Excellent time management skills and the ability to manage multiple assignments

  • Ability to work in a fast-paced organization demonstrating initiative and independence

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