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Senior Data Analyst, Customer Support

LOCATION: Remote
REMOTE ELIGIBLE: Fully Remote
TRAVEL REQUIREMENT: 10%
REQUISITION ID: 868
<p>The Senior Data Analyst, Customer Support will manage the support analysts and process our growing business.&nbsp; The focus will be to ensure best practices are in place and scaling our processes and ensuring consistent, accurate, and timely responses across our rapidly growing customer base.&nbsp;</p> <p>This senior analyst will collaborate closely with colleagues across the company to understand issues and the needs of our customers and clients. You will also be a key advocate for the customer, providing customer service and operations thought leadership as the conduit between user issue reports, the product and technology teams.</p> <p><strong>Duties and Responsibilities:</strong></p> <ul> <li>Provide complex level support to analysts as well as routine management tasks: input on hiring, career development, performance management, disciplinary action etc.);</li> <li>Work closely with Customer Experience (CX) management teams to ensure an exceptional customer experience by supporting and maintaining their issue escalation pathways;</li> <li>Resolve incidents and system issues / escalations including prioritization and escalation to relevant groups when appropriate, root cause analysis of problems with follow-through to resolution;</li> <li>Engage in customer implementations and escalations as needed;</li> <li>Handle incidents, problems and change at an enterprise level with calm and analytical approach when faced with major incidents;</li> <li>Utilize communication and diplomacy skills to engage a wide audience and guide discussions, swiveling between many different forms of communication to achieve needed results;</li> <li>Exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence with operations and technology partners internally and externally;</li> <li>Appropriately assess risk when business decisions are made;</li> <li>Analyze data, perform data matching, identify anomalies, and provide insight to data activities and trends;</li> <li>Troubleshoot data interfaces when they are not working properly;</li> <li>As appropriate, tell and present a story using data;</li> <li>Participate in self-directed learning activities aimed at developing deep expertise within technical domain, including reading relevant publications, participating in domain forums or groups etc.;</li> <li>Maintain compliance with Inovalon’s policies, procedures and mission statement;</li> <li>Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and</li> <li>Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.</li> </ul> <p><strong>Job Requirements:</strong></p> <ul> <li>Minimum of 5 years in a data analyst role;</li> <li>Comfortable with customers</li> <li>Data Guru, knows the difference between 837 and 835, open data set vs closed data set</li> <li>Hands on Healthcare Claims Experience&nbsp;</li> <li>Prior Healthcare claims data analysis experience a must</li> <li>Proficient at Structured Query Language (SQL) based queries;</li> <li>Experience working in a matrix environment;</li> <li>Redshift, Snowflake nice to have;</li> <li>Proficiency with Microsoft Office required Word and Excel required.</li> <li>Ability to be a customer advocate through the issue resolution process</li> <li>Ability to triangulate problem areas from different data sources;</li> <li>Ability to think quickly and decisively;</li> <li>Persistence in finding a solution to the micro AND macro problems;</li> <li>Ability to understand and convey impacts to processes and negative experiences;</li> <li>Detailed focus with a solid ability to think about data in multiple dimensions and how once piece of data impacts different areas;</li> <li>Innovation - anticipates and looks for creative ways to solve problems; is proactive, seeks out and applies best practices;</li> <li>Strong teamwork skills for cross group cooperation;</li> <li>Strong written and verbal communication skills;</li> <li>Must be motivated, thorough, articulate, detail-oriented, creative, personable, and a team-player;</li> <li>Experience training end-users in software products is a plus;</li> <li>Technical writing and documentation experience a plus;</li> <li>Experience with BI tools like Looker and Tableau are a plus; and</li> <li>Flexible Schedule/Able to be on-call nights &amp; weekends as needed.</li> </ul> <p><strong>Education:</strong></p> <ul> <li>Bachelor’s degree in Information Systems, Computer Sciences, Data Science and Analytics or related field is required.</li> </ul> <p><strong>Physical Demands and Work Environment:</strong></p> <ul> <li>Sedentary work (i.e. sitting for long periods of time);</li> <li>Exerting up to 10 pounds of force occasionally and/or negligible amount of force;</li> <li>Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;</li> <li>Subject to inside environmental conditions;</li> <li>Travel for this position will include less than 20%.</li> </ul><div class="content-conclusion"><p><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p> <p><em>Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p> <p><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p> <div><em>Consistent with Inovalon’s safety protocols, the company will require a vaccination attestation for fully office-based and hybrid (office/remote) positions. Positions designated as fully remote are exempt from the attestation requirement unless and until such time as an in-office presence is required.</em></div> <p>&nbsp;</p></div>

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