Product Support Analyst

IntelliPro Group Inc.•Plano, TX

7d•$49 - $49•Hybrid

About The Position

Our Voluntary Protection Products Department/VPP Domain Department is seeking a highly skilled and motivated VPP Technology Analyst. Reporting to the VPP Domain Product Owner, the person in this role is responsible for supporting the VPP Department and VPP Domain as related to system and project related functions, production support, supporting initiatives, and driving efficiencies for VPP sales, management, and administration processes. This Analyst will be solely responsible for ensuring day-to-day operations are supported both within VPP Department and Domain.

Requirements

4-year college degree (BA or BS)
5-7 or more years of relevant work experience in technology operations, field support, operations management, or a similar field/industry
Working knowledge of technology products, processes, and operational workflows
Proficiency with Microsoft Office applications, including Excel, PowerPoint, Visio, and Word
Excellent oral and written communication skills, including the ability to create clear business communications and presentations
Proficiency with Jira or similar case and workflow management tools
Aptitude for business system configuration and supporting operational system processes
Strong organizational skills, attention to detail, and the ability to manage multiple priorities

Nice To Haves

Agile Certification
Agile methodology/initiative planning and launch experience.

Responsibilities

Act as lead point of contact for day-to-day operations within VPP Department and VPP Domain
Manage, track and analyze cases from intake through resolution, ensuring timely follow-up and escalation as needed.
Partner with Application Management Support (AMS) on incident and problem management processes.
Monitor operational workflows and identify process gaps, recommending improvements to increase efficiency and consistency.
Analyze recurring field questions and issue trends to identify root causes and recommend process or training improvements.
Act as a SME and VPP contact for projects related to VPP Domain system enhancements, including but not limited to StoneEagle Admin platform, Private Label, RouteOne, and SGI by working closely with technology, data, and VPP and Sales field team members to ensure business needs are met
Assist with gathering, writing, and revising business user stories/system requirements for projects and make decisions related to aligning business needs and technology objectives for each project
Manage user stories in Jira system, including user story writing, prioritization, and user story refinement
Configure product, plan and pricing changes in the StoneEagle Admin system, partnering closely with the VPP Product Operations and Product Development teams for requirements gathering and testing
Assist VPP Domain Product Owners with Jira backlog grooming and prioritization for VPP Domain factories
Assist with developing and executing test scenarios in various TEST environments and ensure successful test results
Manage the Secure Online Reporting (SOLR) invoice and billing process
Support weekly manual payment exception processing for accounting downstream systems
Provide support to the VPP Reinsurance Team with wire transfers for dealers.
Provide operational perspective and knowledge in the development of and modifications to VPP-related system applications
Create and maintain VPP system process maps and SOPs
Use Kaizen and Companies Business Practices methodologies to develop and implement process improvements
Create/revise/communicate training materials related to VPP technology projects.
Create/revise/post FSBs as requested
Special VPP projects as assigned