Production Support Analyst
About The Position
The Production Support Analyst is responsible for managing and resolving application support tickets and production incidents for American Integrity’s internal Policy, Claims, and Billing administration applications and integrated APIs. This role serves as the frontline support liaison between business users and the IT development team, ensuring system stability, timely issue resolution, and continuous improvement of our applications and workflows. This position plays a critical role in maintaining production system performance, supporting system releases, troubleshooting defects, and coordinating with cross-functional teams to minimize operational disruption.
Requirements
- Bachelor’s Degree in Information Technology, Computer Science, Business, or related field, or equivalent combination of education and experience.
- Two (2) to Four (4) years of experience in application support, production support, help desk, or technical support roles.
- Strong incident management and ticket triage experience.
- Experience using ticketing systems, with previous experience using JIRA preferred.
- Working knowledge of SQL querying and basic database troubleshooting.
- Familiarity with API integrations and troubleshooting system-to-system communication issues.
- Experience with change management and release processes.
- Ability to perform root cause analysis and document findings clearly.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong collaboration skills across technical and non-technical teams.
- Proficiency in Microsoft Office products.
Nice To Haves
- Experience in Property & Casualty (P&C) Insurance, preferred.
- Experience working in Agile or structured SDLC environments, preferred.
Responsibilities
- Manage and prioritize production support and help desk ticket queues, ensuring timely triage, resolution, and escalation of incidents.
- Serve as the primary point of contact for system-related issues impacting internal applications and connected APIs.
- Investigate, analyze, document, and resolve production defects; perform root cause analysis (RCA) and partner with development teams for permanent fixes.
- Collaborate with developers, QA, and business stakeholders to troubleshoot end-to-end technical solutions.
- Support deployment activities by coordinating and executing system releases across various environments (DEV, UAT, PROD).
- Participate in change management processes, including documentation and change review meetings as required.
- Create and maintain technical and process documentation related to known issues, system workflows, and resolutions.
- Develop and modify scripts or queries (as needed) to assist in troubleshooting or resolving production issues.
- Communicate issue status, resolution timelines, and impact clearly to stakeholders at multiple organizational levels.
- Identify opportunities for system and workflow improvements and partner with IT and business teams to implement enhancements.
- Track recurring issues and recommend long-term corrective actions.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
