Production Support Specialist
3 days ago
About the Role
We are looking for an experienced Business Systems Analyst II/III to join our Underwriting Services domain. This role involves providing support and maintenance for critical applications used for account and submission intake, clearance, data extraction, producer management, and user management across all business units.
The ideal candidate will have strong analytical and problem-solving skills, with the ability to conduct Level 1 investigations and collaborate closely with Business Systems Analysts (BSAs) from Product and Sprint teams, as well as the Digital Product Manager (DPM) and Agile Program Manager (APM), to ensure seamless system operations and continuous improvement.
Responsibilities:- Issue Resolution: Resolve production issues related to Account & Submission Intake and Clearance Systems, Data Extraction and Intake Processing, Producer Management Systems, and User Management Applications.
- Incident Management: Monitor, investigate, and triage issues in ServiceNow, ensuring proper categorization, prioritization, and assignment.
- Cross-Functional Collaboration: Work closely with BSAs from Product and Sprint Teams to escalate and resolve complex technical issues.
- Communication: Communicate critical incidents and align with broader product goals through collaboration with DPM and APM.
- Process Improvement: Identify patterns in recurring issues and recommend process improvements or system optimizations.
- On-Call Support: Participate in on-call support rotation, ensuring availability for critical system incidents as needed.
- Prior experience supporting applications related to submission intake, data extraction, producer management, and user management.
- SQL Skills: Strong SQL skills to query databases and troubleshoot data-related issues.
- ServiceNow Experience: Hands-on experience with ServiceNow, including incident logging, categorization, workflow management, and reporting.
- Automation Tools: Familiarity with workflow automation tools (e.g., Power Automate, RPA) is a plus.
- Analytical Thinking: Strong analytical and problem-solving skills with the ability to conduct Level 1 investigations.
- Communication: Excellent communication and collaboration skills, especially when working with cross-functional teams.
- Prioritization: Ability to prioritize multiple tasks in a fast-paced environment.
- Proactivity: Proactive approach to process improvement and system optimization.
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