Analyst II - Operations Support

Position Overview

We are hiring a Client Incident Management Analyst to support the coordination, tracking, communication, and resolution of client-impacting incidents.

In this role, you will work closely with Client Services, Operations, Product, and Technology teams to ensure incidents are managed efficiently, documented accurately, and resolved with a strong focus on client experience.

Key Responsibilities: 

Coordinate day-to-day client incident management activities. 

Track, escalate, and follow up on incidents to ensure timely resolution. 

Maintain accurate incident documentation, status updates, and action items. 

Support root cause analysis and identify recurring issues or process gaps. 

Create and maintain reports, dashboards, and incident performance metrics. 

Communicate clearly with technical and non-technical stakeholders. 

Contribute to process improvement and operational efficiency initiatives.