Service Reliability Specialist

Zelis Healthcare, LLC; Morristown (NJ); Hybrid; USD 65,000 - 83,000; Full time

Benefits offered by this job

401k with match

Flexible PTO

Holidays

Parental leave

Life and disability insurance

Health benefits

Job summary

Zelis specializes in modernizing healthcare financial experience and incident management. This role backfills a Service Reliability Specialist responsible for leading high-impact client incidents, coordinating across Product, Technology, Operations, and Client Services.

You will drive root cause analysis, action tracking, and governance to reduce repeats and improve service reliability. The position requires a 4+ year background with a Bachelor’s, or 2+ years with a Master’s, in a relevant

Qualifications

• Bachelor's degree with 4+ years of relevant experience or master's with 2+ years of relevant experience.
• Experience leading or facilitating root cause analysis and driving corrective actions across cross-functional teams.
• Familiarity with Lean or Six Sigma process improvement methodologies.
• Familiarity with AI tools and interest in using technology to improve workflows.
• Excellent written and verbal communication, with ability to explain complex information clearly.
• Strong client service and stakeholder management skills.
• Strong project management, organizational, and follow-through skills.
• Ability to work independently while collaborating across teams.
• Strong critical thinking, judgment, and problem-solving skills.
• Ability to stay calm and effective during high-pressure incidents.
• Experience presenting work to internal teams, leadership, and external stakeholders.
• Commitment to ongoing learning and professional development.

Responsibilities

• Lead coordination and management of high-impact client and service incidents from identification to resolution.
• Serve as central point of contact during incidents, aligning technical teams, stakeholders, and leadership.
• Facilitate incident calls, ask questions, challenge assumptions, define owners, steps, and timelines.
• Assess when escalation or additional support is needed to move resolution forward.
• Provide timely, clear incident updates to technical and non-technical audiences.
• Lead and support root cause analysis discussions focusing on learning and preventing repeats.
• Partner with cross-functional teams to define corrective/preventive actions and track to completion.
• Identify gaps in incident processes and recommend improvements.
• Review incident trends to support problem management and continuous improvement.
• Maintain incident documentation, procedures, lessons learned, and reporting.
• Promote consistent incident management practices across teams.
• Build relationships across Product, Technology, Operations, and Client Services.
• Support special projects, reporting, and other operational responsibilities as needed.
• Provide timely feedback to leadership on incident trends, risks, and opportunities.

Skills

Root cause analysis

Cross-functional coordination

Lean/Six Sigma

AI tools awareness

Clear communication

Client service

Project management

Independent work

Calm under pressure

Presentation to leadership

Continuous learning

Education

Bachelor's degree

Master's degree

Job description

At Zelis, we Get Stuff Done. So, let's get to it!

A Little About Us

Zelis is modernizing the healthcare financial experience 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.

A Little About You

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

Backfill for an existing Service Reliability Specialist position supporting incident leadership, root cause analysis, problem management, process governance, and cross-functional coordination.

What You'll Do:

• Lead the coordination and management of high-impact client and service incidents from identification through resolution.
• Serve as the central point of contact during incidents, ensuring alignment across technical teams, business stakeholders, and leadership.
• Facilitate incident calls, ask the right questions, challenge assumptions, and ensure owners, next steps, and timelines are clearly defined.
• Assess when escalation, additional support, or stakeholder engagement is needed to move resolution forward.
• Provide timely, clear, and accurate incident updates tailored to technical and non-technical audiences.
• Lead and support root cause analysis discussions with a focus on learning, accountability, and reducing repeat incidents.
• Partner with cross-functional teams to define corrective and preventive actions and track them through completion.
• Identify gaps in incident processes, communication, decision-making, and accountability, and recommend improvements.
• Review incident trends and recurring issues to support problem management and continuous improvement efforts.
• Maintain incident documentation, procedures, lessons learned, and reporting.
• Promote consistent, transparent, and professional incident management practices.
• Build strong working relationships across Product, Technology, Operations, and Client Services to improve service reliability.
• Support special projects, process improvements, reporting, and other operational responsibilities based on business needs.
• Provide timely feedback to leadership regarding incident trends, progress, risks, concerns, and opportunities for improvement.

What You'll Bring to Zelis:

• Bachelor's degree with 4+ years of relevant experience, or a master's degree with 2+ years of relevant experience.
• Experience leading or facilitating root cause analysis and driving corrective actions across cross-functional teams.
• Familiarity with process improvement methodologies such as Lean or Six Sigma.
• Familiarity with AI tools and an interest in using technology to improve workflows and efficiency.
• Excellent written and verbal communication skills, with the ability to explain complex or technical information clearly and concisely to different audiences.
• Strong client service and stakeholder management skills, with the ability to build and maintain positive working relationships.
• Strong project management, organizational, and follow-through skills.
• Ability to work independently while collaborating effectively across teams.
• Strong critical thinking, judgment, and problem-solving skills.
• Ability to remain calm, focused, and effective during high-pressure incidents.
• Experience presenting work, recommendations, or findings to internal teams, leadership, and external stakeholders.
• Commitment to ongoing learning and professional development through company and industry training.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

Zelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership team. In-office work and activities vary based on work and team objectives in accordance with Company policies.

While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in-office presence is guided by team and business needs rather than a fixed weekly schedule.

Base Salary Range

$65,000.00 - $82,650.00

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis' full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees' health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email .

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.