Client Operations & Systems Optimization Specialist

Waterworks•Danbury, CT

1d•Hybrid

About The Position

The Client Operations & Systems Optimization Specialist enhances the efficiency and productivity of Client Services by supporting process improvements, system launches and enhancements, reporting, documentation, and operational efficiency. This role partners with cross-functional teams and department subject matter experts (SMEs) to identify business needs, develop practical solutions, and drive adoption of processes and tools that improve performance, consistency, and the overall client experience. This role is a hybrid role requiring onsite presence a minimum of 3 days per week. Other onsite days may be required as dictated by business.

Requirements

Bachelor’s degree or equivalent experience preferred.
3+ years of experience in operations, client services, process improvement, systems support, project coordination, or a related field.
Strong organizational, documentation, communication, and follow-up skills.
Comfortable working with business systems, reporting tools, Microsoft Office applications, and cross-functional teams.
Curious, detail-oriented, service-minded, and able to identify opportunities to simplify and improve work.
Ability to work after business hours and weekends to support system upgrades and testing as needed.

Responsibilities

Support the review, documentation, and improvement of Client Services processes and workflows.
Gather input from team members to identify inefficiencies, recurring issues, manual work, and opportunities for standardization.
Create and maintain process maps, SOPs, job aids, checklists, and training materials.
Assist in documenting current-state and future-state processes to support operational improvements and system changes.
Serve as the Client Services business systems SME with time split approximately one-third each across M3, Fusion, and Business Intelligence, while providing minimal support for related applications as needed.
Support gathering, clarifying, and documenting business requirements for system enhancements, reporting needs, and workflow improvements.
Assist with user acceptance testing, issue tracking, validation, and post-implementation follow-up.
Partner with Client Services SMEs to identify system and process challenges, support corrective actions, and assist with process updates and deployments.
Maintain documentation related to system processes, enhancement requests, testing outcomes, and user guidance.
Support reporting and analytics needs by identifying reporting goals, data requirements, and operational metrics.
Partner with Business Intelligence and leadership to validate reports, dashboards, and data accuracy.
Identify trends, recurring issues, and opportunities for improvement using available operational data.
Prepare summaries, updates, and materials that help leadership understand progress, risks, and required decisions.
Support cross-functional initiatives by maintaining project documentation, timelines, action items, risks, and follow-ups.
Coordinate feedback from end users before, during, and after implementation to improve adoption and sustainment.
Help track business impact, adoption rate, and open issues after changes are implemented.
Other duties as assigned.