Service Reliability Specialist

At Zelis, we Get Stuff Done. So, let's get to it!

A Little About Us

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.

A Little About You

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

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

What You'll Do:

* 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.

What You'll Bring to Zelis:

* 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…