JOB DESCRIPTION : Service Center Technology and Analytics Analyst

CLASSIFICATION: Exempt

JOB SUMMARY

The Service Center Technology & Analytics Analyst (TAA) supports the administration and optimization of Service Center (SC) technologies and the development of operational and client reporting. The role combines system configuration, issue triage, testing support, data analysis, and process improvement to help ensure reliable technology performance and actionable business insights. The analyst works closely with the Technology & Analytics Manager, Enterprise Technology, and SC leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Technology Administration & Support

• Configure and maintain SC technologies under TAM guidance, including user setup, access management, team alignments, and queue configuration.
• Support IVR administration, including call-flow updates, version control, documentation, and testing.
• Conduct issue triage, research, root cause analysis, audits, and assist with advanced configuration activities.
• Support technology updates, upgrades, and system changes, including participation during off-peak or low-impact periods.
• Document configuration changes, requirements, and operational processes.

Data, Reporting & Analytics

• Collect, validate, and analyze data from multiple sources to support operational and client reporting needs.
• Build and maintain recurring and ad-hoc reports, dashboards, KPI summaries, and visualizations.
• Monitor trends in call drivers, quality results, operational performance, AI outputs, and client-specific metrics.
• Prepare summaries and presentations that communicate findings to stakeholders.
• Ensure accuracy, consistency, and quality across all analytics deliverables.

Testing, Quality, and Process Improvement

• Assist with test planning, execution, and documentation for technology releases and system changes.
• Validate system functionality and escalate gaps or risks to the TAM.
• Participate in continuous improvement initiatives focused on data integrity, automation, process efficiency, and reporting standardization.
• Contribute to the design and enhancement of tools, templates, and analytics models.

Cross-Functional Collaboration & Support

• Partner with Enterprise Technology, SC leadership, Workforce Management, Quality, and other internal teams to support technology projects and reporting needs.
• Provide training or knowledge-share sessions for SC workgroups and enterprise partners on tools, reports, or analytics processes.
• Participate in client, third-party, and internal meetings as needed.

Other

• Maintain up-to-date knowledge of system features, platform updates, and reporting capabilities.
• Perform other duties as assigned to support team and organizational objectives.

REQUIRED SKILLS AND ABILITIES

• Proficiency in MS Excel; strong analytical thinking and attention to detail.
• Intermediate to advanced SQL (MS SQL, MySQL).
• Ability to interpret requirements and translate them into configuration or reporting tasks.

• Strong problem-solving and deductive reasoning capabilities.
• Familiarity with CRM, JIRA, telephony (ACD/IVR), workforce management, or similar SC technologies.
• Experience with testing methodology, QA practices, and documenting test results.
• Strong organizational and prioritization skills with ability to manage multiple tasks.
• Effective verbal and written communication skills; ability to explain technical concepts to non-technical audiences.
• Collaboration, stakeholder management, and customer-oriented mindset.
• Accountability, responsiveness, adaptability, and learning agility.

KNOWLEDGE, EXPERIENCE AND/OR EDUCATION

• Associate degree preferred; equivalent experience considered.
  • In lieu of degree, equivalent years of experience in business analytics, management information systems, human resources management, benefits administration or a related field
  • Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered
• 2-4+ years in a call center, workforce management, reporting, or technology support environment preferred.
• Beginner to intermediate SQL and relational database skills preferred but not required
• Experience with ACD, IVR, WFM, CRM, or ticketing systems is a plus.
• Domain knowledge of health insurance or benefits administration is a plus.
• Demonstrated capability in data analysis, reporting, or technology configuration.

Disclaimer: Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any time

DepartmentCode: ServiceCenter