Job Title: Business Analyst (Customer Integration)
Duration: 6+ Months (contract to hire)
Location: 400 South Monroe Street, Tallahassee, FL (100% Remote)
Working hours: 40hour M-F EST core hours

Description:
• Act as the primary technology contact and technology coordinator for implementation projects.

• Provide responsive support on all cases within 1 business day. This includes before, during and after enrollments is completed. Respond to all emails within 1 business day even if just to acknowledge receipt.

• When receiving an email for another person\team the expectation is still to respond within 24 hours with redirects and soft handoffs.

- Review, accurately complete, and provide status updates on required reporting within the requested timeframe.

• Reports should be reviewed daily to effectively manage project, identify new projects and new tasks, and to ensure nothing is missed or delayed.
• Requests to update reporting should be completed within one business day, unless given a different timeframe at the time of request.

• Appropriately manage Salesforce steps for projects to ensure that work is routed timely and appropriately to internal partners for completion

 
• Review ETS OE Requests in Salesforce

• Maintain intake SLA for all case implementations within 2 business days of being marked “Ready for ETS”.
• Thoroughly review all required case setup documents to ensure accuracy and report any missing/incorrect items back to the SSAM in Salesforce.
• It is a requirement the TIC ensure there is always a date in the Project ? Details ? Enrollment Details ? “Enrollment Platform Ready Date” field

• This date should be adjusted to the logical date implementation can be ready. Work with your manager on this item if not clear what date to use on any given project.

• Document any technology case specifics where needed in Salesforce in chatter and\or notes.

 
• Create & Send IP on New & Change projects where applicable

• 5 business day SLA to send completed IP to client. 5 days after any missing SSAM items are provided.
• Build and communicate product specifications to platform vendor supporting the employer.
• Have extensive knowledge base of Allstate file specs.
• Upload all IPs to the Files section of the Salesforce project.
• Upload IP and any information used to build out IP to Case Folder in SDF
• Peer Review all IPs. After Peer Review, send all National Account IPs to NAM for their peer review.

 
• Review Build & Collect QA Items. Receive QA approvals on applicable projects

• Provide case build review materials to QA and Actuary teams for system approval.
• TIC should do an initial review of all QA materials prior to sending project to the QA team to ensure all requested items are present
• TIC ensures all required fields in Salesforce are completed accurately prior to sending project to the QA team. Including but not limited to Product Underwriting, EOI Collection Method, and Enrollment Form Number fields
• Ensure ‘AB Certified’ products are correctly identified
• Be responsible for resolving QA issues
• Be responsible for getting QA approval from Compliance and Actuary for every project where applicable.

• Setup SFTP’s for new incoming file routines as needed.

• Problem solve SFTP setup issues and SFTP issues sending initial file

 
• Hand-off test files to the assigned IPA as well as document hand-off in SF

• Chatter to IPA with file location
• Update File status and “received date” under each Product ? ETS Details section
• Help to ensure IPA received Prod files after Test files

 
• Act as an internal consultant to other teams regarding issues outside of active projects.

• This means to help other teams solve problems when they come to us regarding electronic enrollment items.
• For example, if SSAM Service\Support team comes to you about some issue that appears to be caused by the implementation build, see what we can do to help solve the problem. That might even involve sending an updated IP to the client with corrected build requirements
• Another example, would be some kind of EE Nav problem caused by incorrect case setup. Help the Service person communicate with the broker how to update & correct the case.
• The key is to work in conjunction with the other team. While they retain accountability and responsibility on their Service Now ticket, the TIC works with them in a “consulting” role to help resolve the problem.

• Follow the 3-step escalation procedure.

• On the 3rd attempt escalate and pull in your manager.
• You do not have to wait until the 3rd attempt, but you must escalate by the third attempt
• Pull in your manger on any projects that start dragging out for months. No specific hard line when to do this, just pull in a manger to help document the timeline when a project is dragging out.

• Identify gaps in TIC processes to improve the customer experience and make recommendations to prevent them.
• Collaborate with cross functional departments to effectively recognize and solve case level enrollment strategy issues and corporate initiatives.
• Ongoing technology partner management – Documenting and providing of information to Technology Partnership team.
• Ensure that documentation for the system and/or processes the TIC area owns/supports is comprehensive and adequately maintained within the TIC team OneNote.

• Contribute to the TIC OneNote project this year

• Build partnerships with AB sales representatives to provide thorough customer updates, broker feedback and other pertinent action items that impact sales effectiveness.
 
3 Top Skills:

• Superior Communication Skills
• Adapt to daily changes
• Fluent in Microsoft applications

 
Education/Experience: Bachelor's in a related field or equivalent work experience.
 

Position is offered by a no fee agency. 

Location : 400 South Monroe Street, Tallahassee, FL 

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $31.92/hr.