Business Analyst

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Oversee assigned client tickets from the initial intake to resolution, which includes reviewing, triaging, prioritizing, routing, and tracking requests.

• Investigate operational challenges and coordinate solutions with both internal teams and external vendors.

• Ensure accurate updates on tickets, including action items, responsible parties, expected completion dates, resolution details, and necessary documentation.

• Monitor ticket aging, inventory, backlog, and SLA performance; escalate issues that are at risk, systemic, high-risk, or recurring.

• Manage dependencies, blockers, handoffs, and follow-ups across various business areas.

• Provide timely operational information to Account Managers and clients, and participate in client meetings as needed.

• Track commitments, action items, and next steps until completion.

• Identify recurring issues, defects, process gaps, and rework; suggest improvements in processes, documentation, and workflows.

• Track resolution trends and operational metrics; assist in weekly and monthly service reviews and management reporting.

• Collaborate with Production Support and functional teams to drive continuous improvements in service delivery and client experience.

⛳️ Requirements

• A Bachelor’s degree in business, communications, or a related field, or equivalent practical experience.

• 3-5+ years of experience in business analysis, client services, service delivery, production support, or similar roles.

• Preferred experience in production support and working with Third-Party Administrator platforms and vendor integrations.

• Experience in managing tickets, work queues, or client relationships.

• Strong analytical and problem-solving skills.

• Ability to handle multiple priorities while maintaining attention to detail, meeting service levels, and ensuring timely follow-through.

• Excellent written and verbal communication skills.

• Proficient in Microsoft Excel, PowerPoint, and ticket or work-management tools like Jira, Zendesk, Salesforce, or similar platforms.

• Final candidates will be required to undergo a comprehensive background check and drug testing.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and career advancement.

• Supportive and inclusive work environment.