Service Delivery Analyst

Location: Pittsburgh, PA

Posted April 25 2018​

Summary

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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:

 

Responsibilities:

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:

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• 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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