Service Delivery Senior Analyst

Overview

The Service Delivery Senior Analyst will support Finance Operations and assist throughout the life cycle of an outsourced North American deal. Key support areas include business development support, client orals, knowledge transfers, service recovery, process improvements, and customer support.

This role also uses call center and customer service experience to deliver positive customer experiences, build customer relationships, and adapt quickly to change.

Responsibilities

• Demonstrate expert knowledge of end-to-end processes and related systems to perform responsibilities effectively.
• Identify and assist with development of support materials for team use, such as:
  • Training manuals
  • Role aids
  • Database views
• Manage numerous, complex reporting with minimal supervision, including:
  • Forecasting
  • Budget reporting
  • Time hour reporting
• Ensure client responsibilities are delivered in accordance with the statement of work and service level agreement(s).
• Serve as a point of contact for senior client representatives, as needed.
• Anticipate, identify, and assess complex issues/problems; develop and implement plans of action to resolve issues.
• Communicate changes to supervisor and assist other team leads with resolutions as needed.
• Participate in networking activities to expand the group’s footprint and communicate the team’s capabilities.
• Maintain a high level of customer service with proactive communication to citizens, colleagues, and leadership.
• Apply process knowledge and adherence to client guidelines.
• Achieve individual production metrics and contribute to broader team goals.
• Use research, critical thinking, and collaboration to deliver high-quality options and solutions.
• Protect client privacy when using multiple data sources and systems.
• Handle escalated client situations and clearly communicate issues to leadership to ensure prompt research and resolution.
• Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents.
• Identify and support opportunities to leverage AI, automation, and digital tools to improve:
  • Customer experience
  • Service delivery
  • Operational efficiency.

Requirements

• 3 years Accounting experience
• 3 years with ERP experience
• Minimum of 2 years supporting customers, members, or clients in a customer service, contact center, case management, or service delivery environment

Preferred Qualifications

• Experience with financials, including budgeting, reconciliations, and journal entries
• Experience with Month-end Close processes and analysis
• Knowledge of Excel formulas and pivot tables
• Experience with telephony systems (e.g., AWS Connect, ZenDesk, Cisco, etc.)
• Experience with CRM tools (e.g., Salesforce, ServiceNow, MSNow, etc.)
• Experience leveraging AI, automation, or digital tools to improve business processes, reporting, customer support, or operational performance

Professional Qualifications

• Ability to build strong client relationships
• Strong interpersonal, oral, and written communication skills with internal and external contacts
• Strong organizational, multi-tasking, and time management skills
• Proven ability to work creatively and analytically in problem-solving
• Proven ability to contribute in a team-oriented environment
• Excellent written and oral interpersonal communication skills
• Ability to work independently, prioritize, and meet deadlines
• Ability to effectively utilize AI-enabled and digital tools to enhance productivity, problem-solving, and customer outcomes

Compensation & Benefits

Compensation varies based on factors including office location, role, skill set, and level of experience. A reasonable salary range is provided by local law.

Annual Salary Range (by location):

• California: $70,350 to $131,300
• Colorado: $57,800 to $113,400
• Connecticut: $54,900 to $113,400
• District of Columbia: $58,400 to $120,800
• Illinois: $50,800 to $113,400
• Maine: $46,700 to $96,600
• Maryland: $54,900 to $113,400
• Massachusetts: $54,900 to $120,800
• Minnesota: $54,900 to $113,400
• New York: $66,300 to $131,300
• New Jersey: $58,400 to $131,300
• Ohio: $50,800 to $105,000
• Virginia: $50,800 to $120,800
• Washington: $80,200 to $120,800

Benefits include:

• Medical, dental, vision
• Life and long-term disability coverage
• 401(k) plan
• Bonus opportunities
• Paid holidays
• Paid time off

Location

United States (role location varies by listed state/region): California, Colorado, Connecticut, District of Columbia, Illinois, Maine, Maryland, Massachusetts, Minnesota, New York, New Jersey, Ohio, Virginia, Washington.

The posting is anticipated to remain open until 11/28/2026.