Service Reliability Specialist

Zelis • St. Louis, MO

7d • $65,000 - $82,650 • Hybrid

About The Position

Backfill for an existing Service Reliability Specialist position supporting incident leadership, root cause analysis, problem management, process governance, and cross-functional coordination.

Requirements

• Bachelor’s degree with 4+ years of relevant experience, or a master’s degree with 2+ years of relevant experience.
• Experience leading or facilitating root cause analysis and driving corrective actions across cross-functional teams.
• Familiarity with process improvement methodologies such as Lean or Six Sigma.
• Familiarity with AI tools and an interest in using technology to improve workflows and efficiency.
• Excellent written and verbal communication skills, with the ability to explain complex or technical information clearly and concisely to different audiences.
• Strong client service and stakeholder management skills, with the ability to build and maintain positive working relationships.
• Strong project management, organizational, and follow-through skills.
• Ability to work independently while collaborating effectively across teams.
• Strong critical thinking, judgment, and problem-solving skills.
• Ability to remain calm, focused, and effective during high-pressure incidents.
• Experience presenting work, recommendations, or findings to internal teams, leadership, and external stakeholders.
• Commitment to ongoing learning and professional development through company and industry training.

Responsibilities

• Lead the coordination and management of high-impact client and service incidents from identification through resolution.
• Serve as the central point of contact during incidents, ensuring alignment across technical teams, business stakeholders, and leadership.
• Facilitate incident calls, ask the right questions, challenge assumptions, and ensure owners, next steps, and timelines are clearly defined.
• Assess when escalation, additional support, or stakeholder engagement is needed to move resolution forward.
• Provide timely, clear, and accurate incident updates tailored to technical and non-technical audiences.
• Lead and support root cause analysis discussions with a focus on learning, accountability, and reducing repeat incidents.
• Partner with cross-functional teams to define corrective and preventive actions and track them through completion.
• Identify gaps in incident processes, communication, decision-making, and accountability, and recommend improvements.
• Review incident trends and recurring issues to support problem management and continuous improvement efforts.
• Maintain incident documentation, procedures, lessons learned, and reporting.
• Promote consistent, transparent, and professional incident management practices.
• Build strong working relationships across Product, Technology, Operations, and Client Services to improve service reliability.
• Support special projects, process improvements, reporting, and other operational responsibilities based on business needs.
• Provide timely feedback to leadership regarding incident trends, progress, risks, concerns, and opportunities for improvement.

Benefits

• 401k plan with employer match
• flexible paid time off
• holidays
• parental leaves
• life and disability insurance
• health benefits including medical, dental, vision, and prescription drug coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level