Client Operations

BUSINESS ANALYST - PROJECT SERVICES

The Business Analyst primary function is to serve as a single, consistent point-of-contact for Project Services. This position will work with Project Services and stakeholders using the analyst's independent judgment to manage updates to existing projects, and solve issues presented. The analyst also will coordinate with internal team members such as Client Success, Support Services and Solutions Management on Project Services issues. The analyst will be responsible for gathering and documenting business requirements for technical tasks and projects; evaluating business challenges and recommending solutions; interpreting partner system requirements and specifications; analyzing data, layouts, requirements and documentation to determine development needs; supporting the staff's interfaces and applications during the production phase; assisting in preparing documentation and creating task lists; performing data audits to validate information supplied to customers; and running reports as needed. The Business Analyst will be required to perform administrative tasks in support of the team such as processing and tracking projects and handling incoming and outgoing project communications.

PROJECT SERVICES SPECIALIST 

The Project Services Specialist will be in charge for managing projects for a variety of clients both large and small. They will also be responsible for all stages of the project life cycle from initiation, planning, as well as closing the most complex and enterprise projects within defined scope, cost, and schedule parameters utilizing established best practices. The Project Services Specialist will monitor the progress of the project activities, provide a primary continuous point of contact to the customer, and manage internal and external project teams in the successful execution of project activities.

LEVEL 1 SUPPORT MANAGER 

The Level 1 Manager will oversee and coordinate the daily operational activities of the L1 Support. This position will be responsible for all activities relating to the delivery of first level technical support for client applications. The Level 1 Manager.is responsible for providing support for staff of L1 Support Analysts and providing the first-line of post-sales telephone technical support of systems, sub-systems and/or applications for customers and/or employees. Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Director Education & Support Services. Provides technical support for external customers.

LEVEL 1 SUPPORT ANALYST  

A Level 1 Support Analyst will be responsible for providing the first-line of post-sales telephone technical support of systems, sub-systems and/or applications for customers and/or employees. Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Manager L1 Support. Provides technical support for external customers.