Analyst II - Operations Support

About the role

Zelis is modernizing the healthcare financial experience in the United States (U.S.) 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. At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture. 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 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.

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
• Equal Employment Opportunity

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