Client Support Analyst - Datalytics - Remote U.S.

Milliman•Brookfield, WI

2d•$55,998 - $99,822•Remote

About The Position

Milliman’s Milwaukee Property and Casualty practice develops innovative products and provides actuarial consulting services. Milliman Datalytics-Defense is an e-billing solution for insurance companies that supports the submission, review, and payment of defense attorney invoices. The platform includes dynamic workflows, escalation paths, auditing capabilities, configurable business rules, and analytics to help clients manage defense firms. The Client Support Analyst works closely with internal and external business users as a first level of support for team members, clients, and vendor partners. The role responds to requests involving bugs and data issues, helps users navigate the product and locate files, and investigates issues in data files using Excel and SQL. It also maintains detailed records of issue resolutions and creates or maintains user guides and other support materials. The analyst manages multiple concurrent issues while providing attentive, empathetic service. This role combines business analysis, technical knowledge, and customer support. The analyst works with developers, product managers, and other team members throughout the development lifecycle to validate data, test product changes, identify application bugs, and recommend enhancements. The position is remote within the United States, with the option to work onsite at select Milliman offices and occasional work-related travel. Candidates must be legally authorized to work in the United States without current or future immigration support or sponsorship. The role is non-exempt and eligible for overtime.

Requirements

At least 2 years of relevant professional experience, including troubleshooting software products, data analysis, and client-facing end-user support.
Experience with process documentation, issue logs, ticketing, or similar work.
Proficiency with the Microsoft Office suite, particularly Excel and Word.
Proficiency with data-querying tools such as SQL or Microsoft Access.
Experience working remotely across U.S. time zones.
Excellent professional demeanor and ability to interact with internal and external stakeholders, users, and support staff.
Ability to manage multiple priorities simultaneously.
Proactive communication in a virtual work environment, including seeking to understand and clarify.
Dependable, pragmatic approach and ability to balance speed, quality, and maintainability.
Legally authorized to work in the United States without the need for current or future immigration support or sponsorship from Milliman.

Nice To Haves

Experience in a professional services environment supporting software products.
Knowledge of the insurance and/or legal fields.
Experience in a regulated or security-conscious environment, such as legal, insurance, or finance.
Degree in a related field.
Understanding of data warehousing.
Reporting and data visualization skills using software such as Power BI.

Responsibilities

Master client-facing interfaces to validate underlying data, test new or modified features, and recommend user-experience enhancements.
Collaborate with developers, product managers, and other team members to improve quality throughout the development lifecycle.
Design and run simple queries to gather data for client issues and provide ongoing communication about resolution status.
Convert data into graphic formats, including exhibits and PowerPoint slides.
Gather details about complex issues and escalate requests to the appropriate team member.
Work with the development team to identify and correct application bugs.
Document and record user requests in a central data repository.
Create routine reports and recommend application enhancements to business and technology team members based on support requests.
Maintain and modify client support tools, such as frequently asked questions and training videos.
Create mass communications about new features and helpful tips, including application splash pages.
Identify patterns in data and generate insights from available information.
Respond to incoming requests for help with bugs and data issues, assist users with product navigation and file location, and investigate data-file issues using Excel and SQL.
Maintain detailed documentation of issue requests and resolutions and help design and maintain user guides and other collateral materials.

Benefits

Medical, dental, and vision coverage for employees, dependents, and domestic partners.
Employee Assistance Program providing confidential support for personal and work-related challenges.
401(k) plan with company matching and profit-sharing contributions.
Discretionary bonus program.
Flexible Spending Accounts for dependent care, transportation, and eligible medical expenses.
Paid time off accrued beginning on the first day of work; full-time employees accrue 15 days per year, with prorated accrual for employees working less than full-time.
At least 10 paid holidays per year.
Family-building benefits, including adoption and fertility assistance.
11 weeks of paid parental leave for employees who meet eligibility criteria.
Life insurance and AD&D, with premiums fully covered by Milliman.
Short-term and long-term disability coverage, fully paid by Milliman.
Skills training, career development, learning, and mentoring opportunities.
Employee Resource Groups.