Research Support Specialist
Hybrid (onsite Tuesday-Thursday) | Cranbury, NJ | Contract-to-Hire
Are you a strong problem-solver who enjoys digging into complex issues, connecting the dots, and finding the right path to resolution? We’re looking for a Research Support Specialist to help triage and resolve business incidents across systems, processes, and teams. In this role, you’ll investigate escalated issues, identify the right teams and resources to engage, analyze data, and keep stakeholders informed throughout the resolution process. You’ll work across business functions and gain a deeper understanding of key business processes and systems while helping improve how incidents are managed and resolved.
What You’ll Do
- Investigate and triage business incidents, evaluating available information and clearly defining the issue.
- Determine the appropriate assignment groups and resources needed to investigate and resolve incidents.
- Research applicable source systems and business processes to understand the nature and impact of an issue.
- Collaborate with internal teams, vendors, and customers to drive incidents toward resolution.
- Maintain clear, detailed updates in ServiceNow, ensuring stakeholders have visibility into incident status and progress.
- Analyze and refine data extracts into actionable business reports supporting incident and problem analysis, including claims impacts, enrollment impacts, incident tracking, and status reporting.
- Help identify root causes and ensure appropriate corrective actions and data clean-up are completed.
- Recognize recurring or broader issues that may require an existing ServiceNow Problem or the creation of a new problem record.
- Develop deeper subject matter expertise in at least one business area, including its processes, systems, and workflows.
- Work independently on assigned incidents while collaborating with managers and lead specialists as needed.
What You’ll Bring
- Bachelor’s degree in Business Administration preferred, or equivalent knowledge gained through work experience and training.
- 1+ year of experience working within a business unit or equivalent external experience.
- Strong analytical and problem-solving skills.
- Ability to manage multiple priorities and work effectively in a fast-paced, multi-task environment.
- Strong written and verbal communication skills, with the ability to explain complex issues clearly.
- Working knowledge of Microsoft Office products.
- Strong time-management and organizational skills.
- General understanding of business environments, processes, and associated systems.
- Working knowledge of project management methodologies.
- Detail-oriented approach with an understanding of corporate objectives.
- Ability to work independently while knowing when to engage the appropriate teams and resources.
Why This Role Matters
This is an opportunity to become a key resource in understanding how business processes, systems, data, and teams come together to resolve complex issues. You’ll have the opportunity to build broad business knowledge, develop subject matter expertise, and make a direct impact on incident resolution and ongoing process improvement.
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