Solutions Group Support and Conversion Analyst

Job Responsibilities and Requirements

The position, Solutions Group Support and Conversion Analyst, in the internal IT department supports Matrix Systems for customer setup/configuration. The role is to ensure outstanding experience through strong and timely communication on the status of issues as well as work through customer escalations, until a solution is delivered. Ideally, the candidate should have insurance industry experience, preferably in claims administration, as well as experience with data manipulation/conversion with a drive to enhance the customer experience.

The Solutions Group Support and Conversion Analyst will be responsible for triaging tickets, coordination across teams, leading data conversion and load projects but should also be able to assist with the continuous improvement of the overall systems support.

Duties and Responsibilities:

• Analyze the business impact of requests in a ticketing system to properly prioritize and complete requests. Able to create customer implementation suites appropriately based on business requirements. Ensures that all parties are assigned to track work appropriately across the organization.

• Analyze customer requirements and apply that information to convert customer data in order to load into the Reliance Matrix leave management systems. This includes, but is not limited to file mapping, data conversion, file loading, and working directly in the leave management system with the goal of loading all client historical data.

• Triage tickets across teams if needed. Tracks progress and able to work cross functionally to advocate for ticket resolution.

• Communicate with business partners roadblocks to deployment and customer setup. Provide updates on tickets as we drive for resolution.

• Work independently, leading customer History/Takeover data file projects including data transformation, file load and reporting.

• Review, analyze and make decisions based on complex customer data to ensure a successful customer launch. This includes researching policies, applying configuration, application of configuration including policy linking, packet documents, and questions & reminders . Support and follow process flows for new services implementation as well as acquisition, and divestitures.

• Communicate with business partners roadblocks to deployment and customer setup.

• Research inquiries regarding product functionality or system issues; gather pertinent details to properly assess and respond with action plan/resolution. Collaborate with other associates and resources required to resolve issues with urgency due to client impact

• Document all communication and maintain accurate and up to date status of all triage actions performed within ticketing system.

• Effectively manage and prioritize customer issues; troubleshoot web and mobile applications, identify problems through research, testing and consulting with peers and escalate critical issues, as necessary.

• Effectively communicate project updates across the organization.

• Perform testing of in-house applications for project and support related activities.

Required Knowledge, Skills, Abilities and/or Related Experience

• Bachelor’s degree preferred or an equivalent combination of professional experience and education.

• Minimum of 2 years of experience with data transformation tools, including intermediate proficiency in SQL preferred.

• At least 2 years of hands-on experience with Excel functions such as pivot tables and lookup formulas, specifically for data validation in client launches required.

• Strong analytical and critical thinking skills, with the ability to independently review and resolve complex issues.

• Demonstrated ability to research support tickets and collaborate effectively across teams to achieve successful resolutions.

• Skilled at managing multiple projects simultaneously in a dynamic environment.

• Customer-focused mindset, with a commitment to the company’s mission and prioritizing client needs.

• Proven leadership skills, particularly in overseeing large-scale projects.

• Ability to quickly assess, prioritize, and respond to business requests.

• Experience in troubleshooting and problem-solving, delivering quality results under pressure.

• Demonstrated expertise in data quality control.

• Broad understanding of insurance claims administration.

• Exceptional organizational skills and attention to detail.

• Strong communication skills, with confidence in cross-functional collaboration.

• Minimum of 1 year of experience in the insurance industry, particularly in claims administration.

• At least 1 year of experience in client onboarding and implementation processes.

• Experience supporting large-scale computer applications, including user support and issue resolution, is highly desirable.

• Advanced analytical, problem-solving, time management, and multi-tasking skills.

• Proven track record of delivering high-quality results in fast-paced environments.

• Excellent verbal and written communication abilities, with a commitment to providing superior customer service.

Ability to Travel: None            

 

The expected hiring range for this position is $61,690.00 - $83,300.00 annually. This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.  

Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.  For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance 
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.  As you grow with us, your PTO may increase based on your level within the company and years of service. 
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.

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