Job Details

Job Title: Platform Analyst
Job Type: Contract
Duration: 6 months
Location: Houston, TX 77002 AND Baltimore, MD 21231
**There are 2 locations
Hybrid role - 2 days onsite/week

PRIMARY PURPOSE OF POSITION:
The team is seeking a high-potential employee focused on enhancing customer value through a differentiated experience and increased long-term satisfaction. This role is primarily responsible for serving as a platform analyst, ensuring that customer inquiries are addressed appropriately and that expectations-such as service level agreements (SLAs) and key performance indicators (KPIs)-are consistently met. The Platform Analyst directly manages client bill processing, resolves billing errors, and completes customer-specific tasks like platform mapping, all while driving performance and continuously seeking opportunities to improve team effectiveness.

PRIMARY DUTIES AND ACCOUNTABILITIES:
Respond to customer requests and requirements. Prioritize incoming work and balance workload based on SLAs.
Routinely monitor key performance indicators (KPIs) and explore ways to exceed customer expectations. Complete quality assurance checks for coworkers and ensure we maintain the highest level of accuracy and productivity.
Work closely with other teams to streamline processes and participate in open collaboration to ensure alignment across the organization.

POSITION SPECIFICATIONS:
Minimum:

• Bachelor's degree with a record of academic achievement required
• 1-3 years of work experience that includes customer-facing responsibilities and/or operations support
• Ability to effectively adapt to changes in the work environment, manage competing demands, and navigate frequent change, delays, or unexpected events
• Ability to prioritize and work on multiple projects within established timelines and work effectively under pressure
• Ability to identify issues, gather and analyze information, determine root causes in a timely manner, and maintain confidentiality
• Effective collaboration skills and a positive, supportive attitude

• Proficient in Excel - pivot tables, VLOOKUP, etc.
• Proficiency in computer applications (e.g., Outlook, Word, Excel, PowerPoint) and ability to work in multiple programs simultaneously
• Exceptional oral and written communication skills, including the ability to speak clearly and persuasively in various situations