Client Support Analyst - Datalytics - Remote U.S.

Milliman•Brookfield, WI

2d•Remote

About The Position

Milliman’s Milwaukee Property and Casualty practice develops 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, with configurable workflows, auditing capabilities, business rules, and analytics. The Client Support Analyst provides first-level support to internal and external business users, clients, and vendor partners. The role addresses software bugs and data issues, helps users navigate the product and locate files, investigates data files using Excel and SQL, and maintains user guides and other support materials. The analyst organizes and documents requests and resolutions, manages multiple issues, and communicates progress to clients. The role also validates data, tests product features, supports application improvements, and collaborates with developers and product managers throughout the development lifecycle. This is a remote U.S. position; employees may choose to work onsite at select Milliman offices. Occasional work-related travel may be required. The position 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, notably Excel and Word.
Proficiency with data querying tools such as SQL or Microsoft Access.
Accustomed to 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 and pragmatic, with the ability to balance speed, quality, and maintainability.
Legally authorized to work in the United States without current or future immigration support or sponsorship from Milliman; international students on CPT or OPT are not eligible.

Nice To Haves

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

Responsibilities

Respond promptly to incoming requests for help with software bugs and data issues from team members, clients, and vendor partners.
Assist users with navigating the product, troubleshooting file locations, and investigating issues within data files using Excel and SQL.
Organize and document issue-resolution information and create detailed documentation related to requests and resolutions.
Master client-facing interfaces to validate underlying data, test new or modified features, and recommend enhancements to improve the user experience.
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 addressing client issues and provide ongoing communication about resolution status.
Convert data into graphic formats such as 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 user support requests.
Maintain and modify client user-support tools, including frequently asked questions and training videos.
Create mass communications for users about new features and helpful tips, including application splash pages.
Identify patterns in data and generate insights from available information.
Design and maintain user guides and other collateral materials.

Benefits

Medical, dental, and vision coverage for employees, dependents, and domestic partners.
Employee Assistance Program (EAP).
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 accruing from the first day of work; full-time employees accrue 15 days per year, with prorated accrual for employees working less than full-time.
A minimum of 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 premiums covered by Milliman.
Fully paid short-term and long-term disability coverage.
Skills training, career development, learning, and mentoring opportunities.