Client Services Analyst II

11 Minutes ago • 1-3 Years

Customer Service

Job Description

Zinnia is a leading technology platform for accelerating life and annuities growth, simplifying insurance product experiences. The Client Services Analyst (CSA) provides technical support and advice to Client Operations Analyst, Service Managers, and Operational Leads on systems issues. CSAs report escalated incidents to external clients and assist internal teams in mitigation and resolution. They act as liaisons between IT, Finance, Operations, and external clients, facilitating information flow and driving resolution of production issues.

Good To Have:

Experience in Annuity, mutual funds, financial services, or life insurance.
Experience in project management.

Must Have:

Provide technical support and advice on systems issues in production and development.
Report escalated operational and production incidents directly to external clients.
Assist internal teams in the mitigation and resolution of issues.
Act as a liaison between IT, Finance, Operations, and external clients.
Facilitate the flow of information between departments.
Complete research and provide analysis to support management decision making.
Develop and execute proposed business and technical solutions.
Drive resolution of production issues.
Assist in research and investigation of escalated production issues.
Track incidents through completion, providing regular updates to customers.
Document business impact, research, resolution steps, and preventative measures.
Provide regular severity updates to Senior leadership.
Flexibility in work schedule, including regular participation in an On-Call rotation.
Bachelor’s degree in Computer Information Systems, Business Administration, or related field, or equivalent work experience.
Basic knowledge of SQL, client/server, and network environments.
Advanced Microsoft PC software experience (Excel, Word).
Strong written, oral, and interpersonal communication skills.
Customer service skills with strong relationship management skills.
1-3+ years’ work experience in systems or quantitative analysis and business solutions development.

Perks:

Excellent career progression
Competitive compensation
Health insurance
Dental insurance
Parental leave
401(k)
Incentive/bonus opportunity
Tuition reimbursement

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WHO YOU ARE:

The Client Services Analyst (CSA) will provide 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’s will report escalated Operational and Production incident items directly to the External client; and provide assistance to our Internal teams in the mitigation and resolution of issues.

Client Services Analysts are liaisons between Information Technology, Finance, Operations, External clients etc. and are responsible for facilitating the flow of information between departments.

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
Document business impact, research and resolution steps and long term preventative measures via incident reports
Provide regular severity updates to Senior leadership, Others
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 a high school education and 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)
Strong written, oral and interpersonal communication skills
Customer service skills with strong relationship management skills with the ability to interact positively and successfully with all level of associates and managers to meet business needs
1-3+ years’ work experience or an education in systems or quantitative analysis and business solutions development required
Willingness to develop industry-related knowledge
Experience in Annuity, mutual funds, financial services, or life insurance work experience preferred
Experience in project management preferred