Position Summary

The Business System Analyst, Customer Care, is a technical liaison between Customer Care, Technical Operations, programmers, vendors, and operations teams. The analyst collects and analyzes data to ensure excellent customer experience. This includes writing requirements, maintaining documentation, performing testing, preparing reports, and fostering strong internal and external relationships. All activities are carried out by the company's mission, guidelines, client needs, and legislative requirements.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Key Duties and Responsibilities

• Analyzes programming changes and/or system enhancements to existing programs; tests and verify the accuracy of program changes.
• Tests programming changes due to bug fixes, enhancements, development, and version upgrades.
• Collaborates with programmers, operations, and external vendors to drive quality output through understanding and consideration of impact to all areas
• Provides technical support, training, and problem resolution to end users.
• Designs, generates, creates, and evaluates operational reports, queries, data, and procedures regarding systems, including scheduling and distribution of reports.
• Analyzes data files, proactively identifies trends and/or issues and collaborates with operations to enhance the customer experience.
• Writes requirements for minor software changes, coordinates changes with vendors and operations.
• Represents Customer Care and Technical Operations on projects and new and existing client implementations, including establishing requirements, planning, testing and communicating with the project team, internal operations and external vendors.
• Documents system and client support processes, including maintaining operations workflows and documentation.
• Maintains excellent internal relationships and external vendor relationships to advance customer experience and relations on behalf of the organization.
• Performs other related duties and special projects assigned.

Minimum Qualifications

• High school diploma or GED.
• Two years of experience as a Business Systems Analyst or two years of experience working in a benefit administration environment with applicable technical expertise.
• Experience and working knowledge of CRM systems
• Advanced working knowledge of SharePoint, Smartsheet, and Microsoft Suite, including Excel
• Working knowledge of Business Intelligence (BI).
• Basic understanding of business practices with good understanding of project management methodology.
• An understanding of database systems and applications.
• Collaborative, accountable, takes initiative, and successfully coordinates with cross-functional teams to enhance service delivery
• Strong organizational, analytical, problem-solving, and time-management skills.
• Ability to exercise independent judgment.
• Excellent attention to detail.
• Excellent oral and written communication skills, including the ability to work with diverse groups of professionals in close cooperation.

Preferred Qualifications

• Bachelor's degree in computer science or information technology or two years of technical training
• Experience with Dialpad telephony platform, customer satisfaction tools, AI tools and data analytics
• Experience working in a healthcare environment or a third-party administrator.
• Experience working with Taft Hartley businesses.

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.

Working Conditions/Physical Effort

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Normal degree of physical effort in a typical office environment with comfortable, constant temperatures and absence of objectionable elements.
• May be required to work remotely.

Disability Accommodation

Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruiting Department at recruiting@zenith-american.com, and we would be happy to assist you.

Zenith American Solutions

Real People. Real Solutions. National Reach. Local Expertise.

We are currently looking for a dedicated, energetic employee with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day.

Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 44 offices nationwide. The original entity of Zenith American has been in business since 1944. Our company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011. By combining resources, best practices and scale, the new organization is even stronger and better than before.

We believe the best way to realize our better systems for better service philosophy is to hire the best employees. We're always looking for talented individuals who share our dedication to high-quality work, exceptional service and mutual respect. If you're interested in working in an environment where people - employees and clients - really matter, consider bringing your talents to Zenith American!

We realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!