AYUSH KUMAR TIWARI
Greater Noida
Summary
Results-driven Content Analyst with 6.5+ years of experience supporting client case management, work prioritization, and workflow coordination. Acted as a primary point of contact for day-to-day inquiries and case guidance, ensuring alignment with established workflows, quality standards, and KPIs. Recognized for reliability, collaboration, and ownership. Seeking a Team Lead role to strengthen execution, support team enablement, and contribute to scalable support operations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Content Support Analyst (CDI)
Clarivate - Exlibirs
06.2022 - Current
• Served as the first point of contact for daily client cases and operational queries.
• Led work prioritization and Salesforce ticket management to maintain SLA compliance.
• Coordinated and guided ticket resolution based on urgency, impact, and workflow needs.
• Provided day-to-day case guidance to peers, reducing potential escalations.
• Supported resolution of Alma Link Resolver, CDI, metadata, and digital content issues.
• Reviewed and shared inputs for Confluence knowledge resources to support consistency and team efficiency.
Research Associate - Healthcare Research
Clarivate - DRG
02.2019 - 06.2022
- Conducted comprehensive research on formulary, copay, PBM, and market access for US healthcare plans to inform strategic decision-making.
- Supported drug-specific market coverage and Medicaid/Medicare studies.
- Researched and analyzed prior authorization, step therapy, and quantity limit policies to enhance understanding of patient access challenges.
- Maintained DRG Fingertip Formulary and Restriction databases with high accuracy.
- Provided support for complex and high-priority cases to prevent issues from escalating.
- Provided day-to-day guidance and case support to peers.
- Balanced workloads while ensuring adherence to KPIs and quality standards, contributing to team efficiency.
Education
Pharmaceutical Management (MBA) -
IIHMR University
Jaipur05-2019
Bachelor of Pharmacy -
KIET School of Pharmacy
Ghaziabad05-2017
Skills
- Case support and guidance
- Client and stakeholder communication
- Effective communication
- Cross-team collaboration
- Process adherence
- Documentation management
- Client relationship management
- Metadata management
- Salesforce proficiency
- Team collaboration
- Problem-solving skills
- Task prioritization
- Alma Link Resolver expertise
- CDI knowledge
- Escalation prevention
Leadership And Team Coordination
- Provided day-to-day guidance and case support to peers.
- Assisted with complex and high-priority cases to avoid escalation.
- Supported workload balancing while maintaining KPIs and quality standards.
- Collaborated closely with delivery and CDI stakeholders
- Led CDI onboarding and enablement for new joiners and analysts for two consecutive years, ensuring alignment with workflows, standards, and quality expectations.
- Proactively shared product and process improvement ideas with leadership, including feature enhancement suggestions for Primo, and provided ongoing feedback to improve workflows and team efficiency.
Achievements And Recognition
- Recognized as STAR Employee in individual quarters during 2024 and 2025 for consistent performance and ownership.
- STAR Employee Award - Q3 & Q4 2020.
- Delivered copay data for top US payers (Anthem & Aetna) within deadlines.
- Researched highest number of State Medicaid plans in Q3 2020.
Certification
“Market Access certification” which provides detail knowledge of US Healthcare. & “Customer Delight Certification” from Clarivate Analytics.
Timeline
Content Support Analyst (CDI)
Clarivate - Exlibirs
06.2022 - Current
Research Associate - Healthcare Research
Clarivate - DRG
02.2019 - 06.2022
Pharmaceutical Management (MBA) -
IIHMR University
Bachelor of Pharmacy -
KIET School of Pharmacy