Production Support Analyst — Client Operations & Improvement

Reflect Health; Cincinnati (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Reflect Health is seeking a Business Analyst to join our Production Support team. You will own day-to-day client tickets, ensure proper investigation, routing, and resolution within SLAs, and provide proactive communication to maintain ownership and service quality.

You will analyze trends, identify recurring issues, and drive process improvements to reduce ticket volume and rework while collaborating with Account Management and operational teams across the organization.

Qualifications

• 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, or production support.

Responsibilities

• Produce and manage client tickets from intake to resolution, triaging, routing, and tracking based on SLA and function.
• Investigate operational issues and coordinate with internal teams and vendors for resolution.
• Ensure tickets include status updates, action items, owners, and resolution details before closure.
• Monitor SLAs, ticket aging, backlog, and escalate risks to leadership and owners as needed.
• Coordinate cross-functionally to manage dependencies and handoffs for client-impacting issues.
• Provide information to Account Managers and clients and participate in client meetings as needed.
• Identify recurring issues and drive process improvements to reduce tickets and rework.
• Track resolution trends and support reports for service reviews and client discussions.
• Partner with teams to implement improvements that strengthen service delivery and client experience.

Skills

Analytical thinking

Problem solving

Communication

Organizational skills

Education

Bachelor's degree in business or related field

Tools

Jira

Zendesk

Salesforce

Microsoft Excel

PowerPoint

Job description

Reflect Health is seeking a Business Analyst to join our Production Support team. You will own day-to-day client tickets, ensure proper investigation, routing, and resolution within SLAs, and provide proactive communication to maintain ownership and service quality.

You will analyze trends, identify recurring issues, and drive process improvements to reduce ticket volume and rework while collaborating with Account Management and operational teams across the organization.