Managed Services Analyst II (EMS)

Hyderabad, Telangana · India Hyderabad · 2-5 years experience · Posted Oct 15, 2026

At a glance

The Managed Services Analyst II (EMS) role provides excellent customer service to both internal and external customers to assist with products or services provided by GHX.
This position provides administrative process support for routine tasks and requires effective time management skills, thorough attention to detail, ability to cross-train peers, and a high level of integrity.

Provide support for external customers via email for assistance with questions, education and resolution of problems.
Handle daily case work while meeting predetermined KPI and QA
Accurately document all actions in daily case work and customer
Identify, document, and escalate repetitive customer
Solve escalated cases from
Proactively maintain and contribute to team reference
Aid in increasing adoption of GHX’s recommended practices for customers through daily customer
Proactively call out any failures and downtimes
Use and update the trackers and dashboards to understand and shift to the necessary queues
Monitor and assist assigned projects from Delivery Managers and

Strong English language and comprehension skills with clear and effective verbal and written communication
Ability to self-learn based on reviewing passed resolutions and feedback from team
Ability to identify learning opportunities and self-educate where resources and opportunities are
Ability review process and recognize inefficiencies and highlight it to leaders and partner in execution as required
Ability to recognize problems, gather information, and escalate to leadership when
Must be able to follow documented process and detail
Strong accountability and integrity due to sensitive nature of information
Strong customer support
Prioritize, multitask, and carry out projects correctly in a timely
Internet savvy and computer literacy with proficiency in all Microsoft Office applications