Sr Operational Support Analyst

Michigan Farm Bureau Family of Companies•Lansing, MI

About The Position

The Sr Operational Support Analyst leads operational initiatives, system enhancements, and cross-functional projects supporting the Property/Casualty Customer Service (PCCS) organization. The role serves as a subject matter expert and liaison among business teams, IT, and product partners, helping ensure system and process changes are designed, tested, and implemented successfully. It also drives process improvement and operational effectiveness to enhance efficiency, service delivery, and customer experience outcomes. The analyst leads departmental projects and contributes to corporate projects, covering requirements gathering, solution design, testing, issue resolution, implementation activities, and production validation. The role also leads production support activities, oversees defect management and enhancement tracking, and supports Service Desk Plus (SDP) processes by triaging, prioritizing, and resolving tickets involving complex system issues and processing errors. The position is accountable for the successful execution and outcomes of assigned projects, support activities, and process improvements.

Requirements

Bachelor's degree in business, operations, insurance, or a related field, or equivalent experience may be considered.
Four to six years of progressive experience in customer service, operations, insurance, or a related field.
At least three years of experience leading projects, workstreams, or cross-functional initiatives.
Experience in testing, system implementations, or operational change activities.
Experience in process improvement and workflow optimization.
Experience working cross-functionally with business and technical teams.
Experience with project methodologies.
Willingness to pursue ongoing job-related training and development.

Nice To Haves

Technical experience with Farm Bureau systems.
P/C Resident Producer license.

Responsibilities

Lead departmental and contribute to corporate projects, including requirements gathering, solution design, testing, issue resolution, implementation activities, and production validation.
Partner with IT, Product Owners, Quality Analysts, and business stakeholders on project work.
Lead production support activities, including testing, validation, implementation readiness, and post-implementation review.
Oversee defect management and enhancement tracking.
Execute Service Desk Plus (SDP) processes, including triaging, prioritizing, and resolving tickets related to complex system issues and processing errors.
Contribute to workflow improvements.
Drive process improvement and operational effectiveness initiatives.
Remain accountable for the successful execution and outcomes of assigned projects, support activities, and process improvements.