Senior Service Desk Associate

About Us 

Zelis is modernizing the healthcare financial experience in the United States (U.S.) by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers in the U.S. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts—driving real, measurable results for clients.  

Why We Do What We Do 

In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system.

Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture. 

Position Overview

·Responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

· Responsible for identifying and pursuing service improvement initiatives.

·Managing complaints, suggestions, and compliments; and often serving as the face or voice of the organization to customers.

·A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; committed to utilizing and responding to employee satisfaction metrics; and aware of the importance of utilizing regular performance metrics.

·Strong knowledge on ServiceNow, Jira and ITIL tools and incident management

• Oversee a team of Shift leads and Analysts and provide coaching and mentorship to team members, fostering a culture of learning and development. 
• Establish and monitor KPIs and performance metrics for the service desk in line
• Identify areas of non-compliance and work with the team to implement corrective actions. 
• Identify training needs, improve documentation, and refine processes for better service delivery. 
• Ensure the tickets meet or exceed SLAs and performance standards through consistent governance and quality checks. 
• Take ownership of preparing and publishing quarterly performance reports, highlighting key metrics such as adherence to SLAs (Service Level Agreements) and OLAs (Operational Level Agreements). 
• Identify service improvement opportunities through performance analytics, customer feedback, and incident/problem management data. 
• Prioritize tickets based on urgency, impact, and criticality, adjusting workload distribution as necessary to meet operational needs.
• Responsible on handling ticket queue management
• Responsible and managing the shift rosters.
• Monitor ticket progress, escalating as needed to ensure prompt resolution and customer satisfaction.
• Prioritize tickets based on urgency, impact, and criticality, adjusting workload distribution as necessary to meet operational needs.
• Manage the ticket queue, ensuring timely assignment and resolution of incidents, service requests, and tasks according to Service Level Agreements (SLAs).
• Monitor ticket progress, escalating as needed to ensure prompt resolution and customer satisfaction.
• Lead the development and refining of Key Performance Indicators (KPIs) to accurately measure service performance and team productivity. 
• Regularly review KPI performance data, identifying areas for enhancement and implementing strategies to improve outcomes. . 
• Conduct regular audits of tickets and call interactions to ensure adherence to defined governance, quality, and service standards. 
• Ensure the tickets meet or exceed SLAs and performance standards through consistent governance and quality checks. 
• Identify service improvement opportunities through performance analytics, customer feedback, and incident/problem management data. 
• Proactively analyze support data to identify trends, recurring issues, and inefficiencies in current processes.
• Conduct daily shift handover meetings and ensure to have smooth transition

Required Qualifications:

• 5-7 years of experience in IT service desk operations, IT governance, or IT service management
• 3-5 years of experience in people management
• Experience in using Confluence or similar Knowledge Management platforms
• Experience with ServiceNOW, JIRA, or similar ITSM tools

Preferred Qualifications: 

• ITIL certification (Foundation or higher)
• Proven ability to drive process improvements and service optimization
• Skills:
• Strong communication and interpersonal skills to collaborate with stakeholders across the organization
• Analytical skills to proactively analyze support data and identify trends, recurring issues, and inefficiencies
• Ability to work effectively in a cross-functional team environment