Service Solutions Analyst 
Location: US, CT, Windsor
Employment type: Full-time
Required experience: Associate
Required education: Bachelor's Degree
Industry: Hospital & Health Care
Function: Business Analyst
Company profile: Novitex Enterprise Solutions, formerly Pitney Bowes Management Services, delivers innovative document and communications management solutions that help companies around the world drive business process efficiencies, increase productivity, reduce costs and improve customer satisfaction. For almost 30 years, clients have turned to us to integrate and optimize their enterprise-wide business processes to empower employees, increase productivity and maximize results. As a trusted partner, we continually focus on delivering secure, technology-enabled document and communications solutions that improve our clients' work processes, enhance their customer interactions and drive growth.
Description: The Business Solutions Analyst will be located in Windsor CT.  The right candidate will be an integral part of our talented team, supporting our continued growth. The Business Solutions Analyst is responsible for ensuring Service Level Agreements (SLAs) are met on a consistent basis  (Mail, Document Imaging/Scanning and Fulfillment production workflow) communicating workflow status to operations management and working with customer to fulfill contractual obligations, identify business opportunity and grow service offering.  In order to achieve these objectives, the Business Solutions Analyst will be expected to maintain a high level of client contact and customer satisfaction (SLA attainment) and develop site personnel to meet or exceed customer and Novitex objectives. Candidates must have High School Diploma, proven leadership experience, minimum of 2 years supervisory experience, minimum of 3 years customer service experience and a minimum of 1 year experience in a Document Imaging and Indexing environment, preferably in the Healthcare industry. The ideal candidate will have an undergraduate degree. This person must have a valid driver's license and a good driving record.Responsibilities:Monitor workflow and productivity measurements.Maintain and update work instructions for production services and provide continuous improvement to workflow operations.Quality/Workflow compliance - demonstrate commitment and enthusiasm and utilization of quality tools to drive SLA attainment and exceed client expectations.  Ensure service levels are clearly communicated, understood, and performed by on-site staff.Customer Service – establish effective working relationship with key customer contacts, including workflow evaluation, presentation of service results; communicate process improvements as the benefit customer results.Travel to customer locations, as required for Partnership Meetings.Utilizes technology to perform tasks efficiently and demonstrates the ability to communicate effectively both orally and written.Project manage and coordinate tasks associated with customer driven initiatives.Position may require Business Solutions Analyst to perform site activities due to unanticipated volume increases, staffing coverage issues and/or special project needs requested by clients. Produce daily, weekly and monthly productivity reports.Understands basic information on core Novitex service/solutions offerings to work effectively with Manager - Client Services in generating leads for site growth and competitive take-a ways
Requirements: Required Qualifications: Proven leadership experience requiredMinimum of 2 years project management experienceMinimum of 3 years customer service experienceMinimum of 1 year experience in a Document Imaging and Indexing environmentEffective customer relationship building skills, and uses creative solutions to exceed customer expectationsDemonstrates good judgment under pressure, and works well in a multi-taskingEffective written and verbal communication skills; proven analytical skillsSolid, basic mathematical skills requiredExcellent planning, prioritization and organizational skillsProven experience in high volume/fast paced environmentComputer proficiency in email environments, MS Word/Excel or similar programsHigh School Diploma requiredRelevant industry specific certificates a plus (MQC, CMDSM, etc.)Six-Sigma knowledge and certification a plusLifting up to a maximum of 55 lbs. or the maximum allowed by current State law with or without accommodationsAbility to stand, sit and/or walk for long periods of time with or without accommodationsMust have a valid driver's license and a good driving recordPreferred Qualifications:Undergraduate degree preferred   
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