Case/Contract Management Services Analyst I

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Position Overview: 

The candidate should be an experienced E-Discovery professional who is experienced in handling and managing customer requests within stipulated time frame. Prior media processing, Document Review or Client Support/Management experience will help the resource to understand the Client Service process proficiently. 

Candidate will be responsible to design and deliver process controls which should be in line with Process Quality, Throughput and Customer escalations. He / She will be a liaison between different shifts, team members, other geographical counterparts and team leads/managers. They are expected to provide the coverage in 24 x 7 environment and keep their team’s morale high to deal with competitive and high business pressure environment. 

They will participate in client subject reviews. They will also be responsible for documenting all updates, process changes and any other tasks necessary to maintain the quality of the work dynamics.

General Role: 

• Ensure that all work, documentation and communication with client are managed appropriately with best practices always in mind. 
• Develop a skill that can be leveraged across clients, teams and manage projects directly related to the said specialty. 
• Perform the following duties: 
• Open operational work requests, and escalate priority work to the appropriate operations teams and managers to meet client expectations. 
• Monitor the progress of work, and send appropriate updates at regular intervals. 
• Identify opportunities to improve customer service through automation of requests wherever possible. 
• Build and deliver regular reporting on key metrics, such as request volume, turnaround times, client satisfaction, etc. 
• Receive and address site issue requests from internal Client Managers or directly from the Client in a timely manner.Enforce client procedures and protocols.
• Allocate and monitor workloads.
• Mentor new/low performer team members
• Share Process Updates and Training if required
• Perform roles and responsibilities of Shift Coordinator as and when necessary.

Qualifications:

• Possess strong business acumen and professional aspirations with minimum of 3-5 years of professional experience in e-Discovery, including relevant working knowledge of at least one e-Discovery review platform (Relativity preferred).
• Possess Bachelor’s Degree; advanced degrees desirable.
• Demonstrated expertise in standard and non-standard overall development capabilities.  
• Able to mentor and coach Client Services personnel.
• Excellent verbal and written communication skills.
• Experience designing and implementing initiatives that improve process and increase efficiencies.
• Able to grow relationships with clients. 
• Flexible in work hours and availability.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.