Technical Support Analyst - Insurance Agency Dept - Firstbank Pr

FirstBank Puerto Rico • San Juan, PR

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About The Position

The Technical Support Analyst supports the Insurance Agency Department’s operational processes, products, and services through system administration, system incident management, reporting, and system project support. The role collaborates with the Business System Analyst, organizational support units, insurance companies, and vendors to help achieve organizational goals. Work must comply with industry standards, corporate security policies, and external regulatory requirements.

Requirements

• Bachelor’s degree in system technology or a related field, or an associate degree in system technology or a related field.
• 1–2 years of experience in System Administration or IT Service Desk.
• Fluency in reading, writing, speaking, and listening in both Spanish and English.
• Intermediate knowledge of Microsoft Office 365 applications, including Power BI, Copilot, Power Automate, Forms, Excel, PowerPoint, and Word.
• Interpersonal communication skills.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Excellent problem-solving and decision-making skills.
• Customer service skills.
• Ability to prioritize tasks, manage deadlines, and coordinate resources effectively.
• Ability to write, speak, and comprehend English and Spanish.

Nice To Haves

• 1–2 years of experience in the insurance or banking industry.
• 6 months–1 year of experience working with reports or dashboard management.
• Related system administration or service desk certifications.

Responsibilities

• Perform and validate system configurations in accordance with corporate policies, best practices, and optimization standards.
• Develop reports related to policy distribution and maintain dashboards tracking Operations, Sales, and Customer Experience metrics.
• Evaluate system updates and changes, coordinating with the System Business Analyst, FBIA Supervisors, system vendor, and FB Change Management Committee.
• Support FBIA system users with technology incidents.
• Perform Security Group template certification and coordinate permission changes with CSO as needed.
• Maintain current Role Assignment documentation.
• Support Digital Document Destruction processes.
• Support technology projects managed by the Business System Analyst.
• Update procedure documents related to FBIA technology tasks.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level