Employee Navigator Implementation Analyst

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

The Implementation Analyst is a key team member of the National Employee Benefits Technology (EBTech) Department. The department deploys various software tools to our valued customers and their employees for use in health care reform compliance, automated benefits enrollment, and other needs for automation. With oversight, the incumbent is responsible for carrying out various aspects of that software implementation and/or customer support process, including needs analysis, configuration, testing, training, and post-implementation support. The incumbent may be placed in primarily an implementation or customer support (post-implementation) role, and may move between the two, as needed by the business. This is an entry-level role and training will be provided.

Essential Duties and Functions:

• Create and configure new and existing low to moderate complexity customer websites (using third party software).

• Solves and troubleshoot routine issues for customer accounts, ensuring that communication with customers occurs.

• Test and audits own and others configured software to ensure proper functioning.

• Working with Implementation Specialist to learn quality assurance basics and assist Implementation Analyst with development low to moderate complexity sites.

• Proficient ability to follow and interpret established SOPs and execute assigned duties.

• Learn to establish, cultivate and manage relations with account teams, carriers, vendors, and customers to improve customer retention.

• Developing root cause analysis skills to provide direct daily support to assigned customers and/or customers as directed

• Leverages working knowledge of health and benefits products, services and tools in order to appropriately configure and test software tools.

• Promote a commitment to achieve or exceed internal and external performance standards.

• Perform initial quality assurance on low to moderate complexity site builds, and review findings with Implementation Specialist.

• Anticipates and responds to customer support questions as assigned and working directly with customers, as requested.

• Participate in customers meetings, as needed.

• Follow department guidelines, policies and procedures, including professional development.

• Pursues a course of personal, professional development.

• All other duties as assigned.

What You'll Need:

• Associate's, or Bachelor's degree, or equivalent work experience

Proficient with MS Office Suite

Experience working with database applications

Exceptional telephone demeanor

• Strong interpersonal skills, ability to communicate with customers at all levels

Attention to detail required and the ability to adhere to high standards for customer-facing work product

Ability to maintain a high level of confidentiality

• Preferred

1-2 years of experience in an office environment, preferably in the insurance, human resources, or financial sectors

We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.