Operations Support Analyst
About The Position
The Operations Support Analyst will serve as the primary entry point for all Business Application service requests not addressed by the IT Service Desk. This role supports the company by providing expertise, predictability, transparency, and oversight of operations activities in coordination with the Information Technology and Data Management teams, to address the Business Applications support needs of the company. In this role, you will… Actively contribute to designing, implementing, and administering the tiered support process to reshape our internal customer service approach to match the obsessive client focus we provide our external stakeholders. Triage, coordinate & communicate resolution and disposition of Business Application service requests, including requests for information, training, data updates, bug fixes, and application outages. Assist with identifying potential enhancements received through service tickets or identified in trend analysis to ensure we consider internal stakeholders' needs and recurring issues in our product roadmaps and project prioritization. Contribute, where needed, to the Software Development Life Cycle (SDLC) activities (e.g., requirements, functionality demonstrations, testing, & release management) for training and preparation to support the business after projects go live.
Requirements
- Bachelor's degree in business or technology-related field.
- Minimum of five years of Property & Casualty insurance operations-related experience.
- Minimum of five years of process improvement and technology delivery experience.
- Knowledge of Agile & Waterfall Software Development Lifecycle (SDLC) methodologies.
- Knowledge of customer service and service ticket management methodologies.
- Excellent written, verbal, and public speaking communication skills.
- Excellent problem-solving skills with the ability to collaborate with others.
- Outstanding attention to detail and organizational skills.
Responsibilities
- Actively contribute to designing, implementing, and administering the tiered support process to reshape our internal customer service approach to match the obsessive client focus we provide our external stakeholders.
- Triage, coordinate & communicate resolution and disposition of Business Application service requests, including requests for information, training, data updates, bug fixes, and application outages.
- Assist with identifying potential enhancements received through service tickets or identified in trend analysis to ensure we consider internal stakeholders' needs and recurring issues in our product roadmaps and project prioritization.
- Contribute, where needed, to the Software Development Life Cycle (SDLC) activities (e.g., requirements, functionality demonstrations, testing, & release management) for training and preparation to support the business after projects go live.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Administrative and Support Services
Number of Employees
501-1,000 employees
