Service Reliability Specialist

Zelis

Service Reliability Specialist leading incident response and root cause analysis for Zelis. Improving healthcare financial technology reliability through corrective actions, governance, and cross-functional coordination.

Posted 8/4/2026full-timeMorristown • Florida, Massachusetts, Montana, New Jersey • 🇺🇸 United StatesJuniorMid-Level💰 $65,000 - $82,650 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management, including root cause analysis, corrective action implementation, and stakeholder engagement. Proficient in process improvement methodologies such as Lean or Six Sigma, with strong communication and project management skills.

Highest-signal resume keywords

Incident ManagementRoot Cause AnalysisLean MethodologyStakeholder ManagementProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root Cause AnalysisProcess ImprovementIncident DocumentationCorrective ActionsProblem ManagementData AnalysisReportingWorkflow ImprovementIncident Trends ReviewDecision-Making

Soft Skills

Communication SkillsClient ServiceOrganizational SkillsCritical ThinkingCollaboration

Tools & Technologies

AI ToolsIncident Management Software

Industry Keywords

Continuous ImprovementHigh-Pressure Incident ManagementCross-Functional TeamsStakeholder EngagementOperational Responsibilities

About the role

Key responsibilities & impact

Coordinate and manage high-impact client and service incidents from identification through resolution
Serve as the central point of contact during incidents across technical teams, business stakeholders, and leadership
Facilitate incident calls and define owners, next steps, and timelines
Assess escalation, support, and stakeholder engagement needs
Provide clear and accurate incident updates for technical and non-technical audiences
Lead and support root cause analysis discussions
Define and track corrective and preventive actions through completion
Identify gaps in incident processes, communication, decision-making, and accountability
Review incident trends and recurring issues for problem management and continuous improvement
Maintain incident documentation, procedures, lessons learned, and reporting
Promote consistent and transparent incident management practices
Build relationships across Product, Technology, Operations, and Client Services
Support special projects, process improvements, reporting, and operational responsibilities
Provide leadership with feedback on incident trends, risks, concerns, and improvement opportunities

Requirements

What you’ll need

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 Lean or Six Sigma process improvement methodologies
Familiarity with AI tools and interest in improving workflows and efficiency
Excellent written and verbal communication skills
Strong client service and stakeholder management skills
Strong project management, organizational, and follow-through skills
Ability to work independently and collaborate 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
Candidates requiring visa sponsorship now or in the future cannot be considered

Benefits

Comp & perks

Discretionary bonus plans, commissions, or other incentives depending on the role
401k plan with employer match
Flexible paid time off
Holidays
Parental leaves
Life and disability insurance
Medical coverage
Dental coverage
Vision coverage
Prescription drug coverage
Company and industry training
Flexible hybrid work approach