Senior Analyst, Support

Develop and maintain financial and cost-savings models for prior authorization initiatives. Analyze healthcare claims, authorization trends, decision patterns, and cost drivers; quantify projected savings; and deliver executive reports and recommendations. Partner with clinical and customer success teams to address authorization challenges, conduct post-implementation assessments, and refine savings strategies. This remote-first role requires approximately 5% travel for onboarding and occasional meetings.

Provides first-level technical support and basic security triage for employees in a high-volume service desk environment. Resolves hardware, software, network, access, and application issues; manages routine identity and access requests; documents tickets; monitors security risks; escalates incidents; and improves service desk workflows. The role targets high first-contact resolution and customer satisfaction while supporting users remotely or from Carmel, Indiana.

Provides advanced customer support for PowerFAIDS, troubleshooting complex user issues, identifying root causes, documenting resolutions, and escalating software defects. The role also supports software testing, customer training, knowledge-base development, release documentation, and product improvement initiatives. It requires strong financial aid administration and Title IV expertise, independent judgment, customer communication skills, and the ability to manage multiple issues. The analyst also assists with user conferences and stays current on regulatory changes.