Client Services Analyst II

WHO YOU ARE:

The Client Services Analyst II (CSA II) will provide advanced technical support and advice to the Client Operations Analyst, Service Managers and Operational Leads on systems issues in both production support and development of new processes/support. CSA II’s will report escalated Operational and Production incident items directly to the External client; and provide assistance and coordination to our Internal teams in the mitigation and resolution of complex issues. Client Support Analysts are liaisons between Information Technology, Finance, Operations, External clients etc. and are responsible for facilitating the flow of information between departments. In addition, the CSA II is expected to act as a subject matter expert in production support processes and lead major incident management activities to ensure timely resolution and minimal business impact.

WHAT YOU’LL DO:

• Completing research and providing analysis as needed to support Management in decision making
• Developing and executing proposed business and technical solutions
• Drive resolution of production issues
• Assist in the research and investigation of escalated production issues and engage teams for resolution
• Assist in identifying, developing and executing continuous improvement opportunities
• Facilitating business needs and priority identification
• Track incidents through completion while providing regular updates to both internal and external customers
• Own and facilitate Major Incident bridges, ensuring clear communication, accountability, and timely resolution
• Provide proactive communication to internal leadership, client stakeholders, and operational teams during critical incidents
• Perform advanced root cause analysis (RCA) and partner with engineering and development teams to implement long-term fixes
• Document business impact, research and resolution steps and long term preventative measures via incident reports
• Flexibility in work schedule including regular participation in an On-Call rotation

WHAT YOU’LL NEED:

• A Bachelor’s degree in Computer Information Systems, Business Administration, or a related field; or equivalent work experience in business analysis and application development
• Basic knowledge of SQL, client/server, and network environments
• Advanced Microsoft PC software experience (i.e., Excel, Word, Outlook)
• Excellent written, oral and interpersonal communication skills
• Customer service skills with strong relationship management skills with the ability to interact positively and successfully with all levels of associates and managers to meet business needs
• 3-5 years’ work experience in Incident Management, Production Support and Service Operations or an education in systems or quantitative analysis and business solutions development required
• Experience creating incident reports, post-incident reviews, and service improvement plans
• Willingness to develop industry-related knowledge
• Experience in Annuity, mutual funds, financial services, or life insurance work experience preferred
• Experience in project management preferred

WHAT’S IN IT FOR YOU?  

At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

 

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