Client Services Analyst III

WHO WE ARE:

Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value – and that we do. Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.

WHO YOU ARE:

As a Business Analyst within the Client Implementation Services (CIS) team, you will play a key role in delivering Zinnia’s software platforms and business solutions to our clients. This role serves as a primary liaison between clients, internal delivery teams, and implementation leadership, ensuring client requirements are clearly understood, documented, and successfully delivered. You will be responsible for requirements analysis, documentation, solution design, and client support throughout the implementation lifecycle, while fostering strong client relationships and maintaining high standards of service delivery.

WHAT YOU’LL DO:

Client Engagement & Communication

• Act as a key point of contact for assigned client accounts, managing internal and external communications.

• Build and maintain strong, effective working relationships with clients.

• Respond promptly and professionally to client inquiries via email and phone.

• Provide regular status updates to the Client Implementation Manager, including escalations, risks, and unresolved issues.

• Advocate for Zinnia’s policies while managing client expectations and resolving conflicts effectively.

Business Analysis & Requirements Management

• Analyze client business objectives, processes, and operational needs.

• Elicit, document, and validate business and system requirements.

• Define project scope and solutions to support Statements of Work (SOWs) and/or Software Requirements Specifications (SRS).

• Develop clear, detailed deliverables to support successful production deployment.

• Review enhancement and change request requirements, ensuring clarity prior to development.

Implementation & Delivery Support

• Support the Client Implementation Manager through all phases of project implementation and ongoing work requests.

• Coordinate with cross-functional and geographically distributed teams to ensure accurate and timely delivery.

• Assist in build, configuration, testing, deployment, and post-launch activities for new distributor/carrier platforms.

• Track issues and risks, driving resolution in collaboration with technical and functional teams.

• Support client testing efforts for enhancements and change requests.

Testing, Release & Production Support

• Actively participate in smoke testing, release meetings, and deployment activities.

• Debug product profiles (PPfL/PPfA) and PDF forms across test and production environments.

• Maintain familiarity with Zinnia’s operating systems and platform changes and assess client impact.

Tools, Training & Documentation

• Manage business prioritization, deployment tracking, billing, and support activities using Zinnia tools (JIRA/Redmine).

• Prepare and maintain project and client documentation.

• Train clients on system usage and assist in developing training materials.

• Document meeting minutes and track action items to closure.

WHAT YOU’LL NEED:

• Bachelor’s degree (4-year college degree).

• 4+ years of relevant professional experience, with at least 3 years in a Business Analyst role.

• Strong analytical, problem-solving, and critical-thinking skills.

• Excellent written and verbal communication skills.

• Proven ability to independently author Business Requirements Documents (BRDs) and Software Requirements Specifications (SRS).

• Strong organizational, time management, and prioritization skills.

• Proficiency with Microsoft Office tools.

• Ability to work effectively in a collaborative, team-based environment.

Preferred

• Experience in Life Insurance and Annuities or financial services.

• Experience supporting SaaS/web-based platforms.

• Familiarity with XML, JavaScript, and SQL.

• Prior experience working with distributed teams across time zones.

• Customer-focused mindset with strong interpersonal and relationship-management skills.

WHAT’S IN IT FOR YOU?

At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.