Business Analyst
Job Summary
To support the Production Support team, the remote Business Analyst will manage client tickets, investigate operational issues, and drive process improvements while ensuring high service quality and accountability.
Key responsibilities
- Manage assigned client tickets from intake through resolution, prioritizing and tracking requests based on urgency and complexity
- Investigate operational issues and coordinate with internal teams and external vendors to facilitate resolutions
- Monitor ticket aging and SLA performance, escalating risks and recurring issues to leadership as necessary
Required qualifications
- Bachelor's degree in business, communications, or a related field, or equivalent practical experience
- 3-5+ years of experience in business analysis, client services, or production support, preferably with Third-Party Administrator platforms
- Experience managing tickets and client relationships
- Strong analytical skills with the ability to identify trends and evaluate solutions
- Proficiency with Microsoft Excel, PowerPoint, and ticket management tools such as Jira or Zendesk
Complete Job Description
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