Client-Facing Production Support Analyst

RemoteFetch

Cincinnati (OH)

Remote

USD 65,000 - 95,000

Full time

13 days ago

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Job summary

Reflect Health is the evolution of S&S Health, a trusted TPA, delivering innovative benefits administration and service excellence. We are seeking a Business Analyst to join our Production Support team, working across Account Management, clients, and operations to resolve tickets and improve processes.

The role focuses on end-to-end ticket ownership, proactive communication, and driving reductions in ticket volume through ongoing improvements and documentation updates.

Qualifications

Bachelor's degree in business, communications, or a related field, or equivalent practical experience.
3-5+ years of experience in business analysis or service delivery.
Experience with Third-Party Administrator platforms or vendor integrations is a plus.

Responsibilities

Production Support: manage client tickets from intake to resolution with SLA awareness.
Investigate operational issues and coordinate with internal and external teams.
Ensure tickets have accurate status updates, owners, and timelines before closure.
Monitor SLAs, backlog, and escalate risks to leadership as needed.
Coordinate cross-functionally to resolve client-impacting issues.
Identify trends and drive process/documentation improvements.

Skills

Analytical thinking

Problem solving

Communication

Business analysis experience

Education

Bachelor's degree in business or related field

Tools

Excel

PowerPoint

Jira

Zendesk

Salesforce

Job description

The role focuses on end-to-end ticket ownership, proactive communication, and driving reductions in ticket volume through ongoing improvements and documentation updates.

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