We are looking for a highly motivated professional to support our IVR and Contact Center routing strategy across all lines of business. This role operates in a fast-paced, Agile environment focused on delivering continuous value through data analytics, call listening, and ongoing system and process improvements.
\nThis position plays a key role in incident management, system triage, analytics, testing, and production validation support. The professional will work closely with IT, business stakeholders, and Commercial Insurance Centers, acting as a subject matter expert on commercial systems and helping identify defects, trends, and user experience improvement opportunities.
\nThe role requires someone who can quickly learn new systems, manage multiple workstreams simultaneously, and contribute both independently and as part of a team.
\nResponsibilities: Provide Incident Management (L1) and ServiceNow ticket support Perform ad hoc research and data analysis Conduct call listening and provide proactive tuning recommendations Create and maintain documentation and procedure bulletins Support UAT testing and production validation Monitor KPIs and track the actual value of deployed change requests Own test data acquisition requests and troubleshooting Triage system issues, validate issues in test and production environments, and determine immediate solutions Manage escalation procedures and communicate triage results to stakeholders Track issues through the release cycle and support release management activities Analyse audit results and recommend system and process improvements Monitor reports and support system defect and enhancement prioritization
\nRequirements: Intermediate Spanish (US) and fluency in English (bilingual required) Entry-level experience with Excel and SQL Ability to work during core business hours (9am–6pm ET or 10am–7pm ET; subject to change) Ability to work in a fast-paced environment and manage multiple parallel tasks Strong analytical and problem-solving skills Ability to work both independently and in a team environment Ability to learn quickly and adapt to changing business needs
\nBenefits: This position comes with competitive compensation and benefits package:
\nXML job scraping automation by YubHub
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