Solutions Group Support Analyst

Job Responsibilities and Requirements

The position, Solutions Group Support Analyst, in the internal IT department supports Matrix Systems for customer setup/configuration. The role is to ensure outstanding experience through strong and timely communication on the status of issues as well as work through customer escalations, until a solution is delivered. Ideally, the candidate should have insurance industry experience, preferably in claims administration, as well as experience with data manipulation/conversion with a drive to enhance the customer experience.

The Solutions Group Support Analyst will be responsible for data review and corrections but should also be able to assist with the continuous improvement of the overall systems support.

Duties and Responsibilities:

• Analyze the business impact of requests in a ticketing system to properly prioritize and complete requests. Able to create customer implementation suites appropriately based on business requirements. Ensures that all parties are assigned to track work appropriately across the organization.
• Able to triage tickets across teams if needed.
• Able to work independently, leading customer eligibility data file projects and customer configuration projects. This includes assisting with Sing Sign-On, DocuSign, eligibility data file review, validation, mapping, testing, and configure systems to meet customer business processes.
• Able to review, analyze and make decisions based on complex customer data to ensure a successful customer launch. This includes researching policies, applying configuration, application of configuration including policy linking, packet documents, and questions & reminders. Support and follow process flows for new services implementation as well as acquisition, and divestitures.
• Communicates with business partners roadblocks to deployment and customer setup.
• Able to research inquiries regarding product functionality or system issues; gather pertinent details to properly assess and respond with action plan/resolution. Collaborate with other associates and resources required to resolve issues.
• Document all communication and maintain accurate and up to date status of all triage actions performed within ticketing system.
• Effectively manage and prioritize customer issues; troubleshoot web and mobile applications, identify problems through research, testing and consulting with peers and escalate critical issues, as necessary.
• Effectively communicate project updates across the organization.
• Performs testing of in-house applications for project and support related activities.
• Experience with or ability to learn SQL, database, and scripting.

Required Knowledge, Skills, Abilities, and/or Related Experience

• Bachelor’s degree or equivalent professional experience.
• 1-2 years’ experience with data transformation tools including intermediate experience with SQL and Excel.
• Must have analytical skills and be able to independently review issues and drive problems to a successful resolution.
• Must have a customer service orientation where we are committed to the company’s mission and put the customer first.
• Able to lead large projects.
• Quickly understand and prioritize business requests.
• Proven ability in problem solving and troubleshooting.
• Must have proven experience with Data quality control.
• Must have broad knowledge of Insurance claims administration.
• Must be well organized with a strong attention to detail.
• Must be competent and confident communicating cross functionally.
• 1-2 years Insurance industry experience preferable with claims administration.
• 1-2 years of client onboarding/implementation experience.
• Experience supporting a large-scale computer application with responsibility for answering user questions on functionality and issue resolution is highly desirable.
• Excellent analytical, problem solving, time management, and multi-tasking skills.
• Ability to deliver quality results in a fast-paced environment.
• Strong verbal and written communication skills. Able to work across teams to support the best possible customer experience.

Ability to Travel: None

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.

Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.