Broker Support Analyst - l

Portage Mutual Careers Centre•Portage la Prairie, MB

22h•CA$53,400 - CA$66,800•Hybrid

About The Position

Portage Mutual Insurance is a trusted national property and casualty insurer, serving policyholders since 1884. As a policyholder-owned company, they offer home, auto, commercial, and farm insurance products exclusively through their broker network across Canada. They are described as a company rooted in tradition, driven by innovation, and powered by a people-first culture. They emphasize that employees' contributions are valued and directly impact policyholders. The company offers a competitive salary, incentive plan, comprehensive health benefits, a pension plan, and generous paid time off, including personal days. They also support career growth and development through learning resources, tuition reimbursement, and bonuses for insurance designations. Flexibility is provided with remote, in-office, and hybrid work arrangements, allowing employees to choose where they live in Canada. Portage Mutual fosters an inclusive and diverse team environment where unique perspectives are embraced, and employees feel welcomed, valued, and respected. The company is committed to making a difference in the communities it serves.

Requirements

1-2 years’ experience in a Business Analyst or end-user support role.
Exceptional computer skills; including Microsoft Office Suite (Word, Excel, PowerPoint).
Experience with Windows operating systems (7 and 10), Apple and Android devices, tablets, etc.
Basic knowledge of generating process documentation.
Good verbal and written communication skills, including the ability to explain IT concepts and technologies to stakeholders.
Detail oriented, analytical and inquisitive.
Ability to work independently and collaborate effectively in a team environment is required.
College Diploma or University Degree in the field of Computers, Technology or Business.
Willingness to work toward ITIL certification.

Nice To Haves

Experience with or knowledge of P&C insurance is preferred.

Responsibilities

Providing Tier 1 support for broker and end-user service and system inquiries.
Responding to broker inquiries, service requests, and incident reports in a courteous and timely manner.
Assessing issues involving broker-facing systems, IT equipment, applications, and services, and helping determine the best path to resolution.
Logging, monitoring, and maintaining incident and service requests while keeping brokers and internal customers informed.
Supporting continuous improvement by documenting common issues, identifying recurring problems, and recommending service or process enhancements.
Provide Tier 1 support for broker and end-user service/system inquiries and issues.
Efficiently log and process incoming queries, service requests, and incident reports from brokers, either by email, phone, or our broker support portal.
Take detailed notes, determine steps to resolution, and manage the flow of incoming requests.
Maintain and monitor incident/service requests in our ITSM tool (JIRA) while responding to issues in a courteous, timely, and appropriate manner.
Troubleshoot issues and help determine business priority and severity, and escalate advanced incidents/service requests to Tier 2 or Tier 3 support when required.
Resolve problems and continuously follow up keeping staff and brokers informed on the status of their requests or issues while also working to determine how we can improve our services and processes.
Maintain detailed records of incidents and service requests to assist with diagnosing and repairing complex issues, collecting data regarding recurring incidents and problems, and providing recommendations to prevent future incidents.
Assist with creating, editing, and maintaining IT documentation. This includes common issues or service request FAQs, departmental best practices and process documentation, as well as broker notices or self-help documents.
Assist with performing data analysis to determine the common incidents and problems that are occurring and make recommendations for system enhancements or business process changes that will help us support our staff and brokers more effectively and efficiently.