Analyst II - Operations Support

the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture. Position Overview We are hiring a Client Incident Management Analyst to support the coordination, tracking, communication, and resolution of client-impacting incidents. In this role, you will work closely with Client Services, Operations, Product, and Technology teams to ensure incidents are managed efficiently, documented accurately, and resolved with a strong focus on client experience. Key

Responsibilities: Coordinate day-to-day client incident management activities. Track, escalate, and follow up on incidents to ensure timely resolution. Maintain accurate incident documentation, status updates, and action items. Support root cause analysis and identify recurring issues or process gaps. Create and maintain reports, dashboards, and incident performance metrics. Communicate clearly with technical and non-technical stakeholders. Contribute to process improvement and operational efficiency initiatives. Required Skills: 3-4 years of experience in incident management, client operations, client support, service delivery, or process improvement. Strong written and verbal communication skills in English. Ability to manage multiple priorities in fast-paced or high-pressure situations. Strong analytical, problem-solving, and stakeholder management skills. Comfort working with ticketing systems, reports, dashboards, and process documentation. Proactive mindset with a strong focus on continuous improvement. Education: Bachelor’s Degree mandatory in business, healthcare, or technology preferred. Preferred: Familiarity with ITIL or incident/problem management frameworks. Exposure to Lean, Six Sigma, or process improvement methodologies. Interest in AI tools, automation, and technology-enabled workflow improvements. This is a great opportunity for someone looking to grow in incident management, client operations, service delivery, and business process excellence. Commitment to Diversity, Equity, Inclusion, and Belonging At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day. Equal Employment Opportunity Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Accessibility Support We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability and require reasonable accommodation with any part of the application and/or interview process, please email [email protected]. Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients. Zelis maintains a transparent, fee-free recruitment process. All genuine offers originate from our Talent Acquisition team using the “@zelis.com” domain. We do not use WhatsApp or personal emails for recruitment. Forward any suspected fraud to [email protected] for prompt investigation. Thank you for staying vigilant.

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