Production Support Analyst
Job Posting for Production Support Analyst at Oncourse Home Solutions
Who We Are
At Oncourse Home Solutions (OHS), we are a people-centric organization. We do what is right for our people so they can do their best when serving our 1.4 million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
We’re innovators, dreamers, problem solvers, and community leaders. Our passion for empowering customers to confidently run their households is what drives us. When our clients need help with home maintenance, repair, or coverage, we’re there. This is what it means to be an Oncourse Super. Supers get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that we’re in this together, to stay on course. That’s what it means to lead like a Super.
As a leader in the U.S., providing home warranty and home repair services, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset — their home.
We are proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. OHS is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.
Position Summary
The Production Support Analyst is the front-line production support to back-office operations teams and second line support for Contact Center escalations. The Production Support Analyst researches and troubleshoots potential unexpected errors beyond standard operating procedures and workflows. They have a high level of understanding of the functional domain as well as some technical, and thus bridge the gap between business and technology teams. They must focus on not only identifying the source of a support issue but also be proactive and driven to initiate process improvements while delivering value. Located at our Naperville office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.
Responsibilities include:
Liaison with business stakeholders, Systems Operations Manager, tech teams and vendors to drive functionality implementation through requirement clarification, user story/acceptance criteria development, and UAT support for any of the following:
- Contract Workflow and Lifecycle from all work sources
- Billing and Revenue Assurance reconciliation / operational processes
- Contact Center user workflows
- Gathering requirements for various work streams, understanding root cause, and identifying opportunities beneath stated observations
- Primary resource for data analysis from multiple sources and analyze collected data to make recommendations for the best course of action as requested within and beyond the department.
- Build a thorough understanding of business processes and system functionality, and thus addresses questions from business stakeholders.
- Process flows mapping for all the as-is and to-be processes wherever needed.
- UAT back up support and coordination, perform testing as needed.
- Work with leadership and training teams to provide the applicable user documentation for new releases.
- Collaborate with different vendors internally and externally and drive issues to resolution.
- Provide production support to all systems including the following: Oracle, CAS, CRM, ETS, IAD, AX, CCPP, TI
- Project Lead / SME on all Partner Launches and initiatives for the business
- Initiate cross department discussions, lead meetings with high urgency relating to production support, troubleshooting and resolution in a timely and efficient manner.
Experience and Qualifications:
- Knowledge of general business functional areas and processes.
- Sufficient level of technical background to provide highly credible leadership to development teams and to be able to evaluate complex project risks and issues accurately and objectively.
- Project planning skills.
- Computer and MS Office literacy. Intermediate to Advanced skills in word processing, spreadsheets, flow-charting, project scheduling & project management software (Jira).
- Strong analytical skills relating to contract structure, product and pricing, financials, AR, payment gateway and / or vendor integration.
- Strong communication skills – ability to analyze and solution in coordination with IT departments.
- Excellent time management skills
- Ability to prioritize workload amongst multiple initiatives with minimal guidance.
- Proactive to coordinate and design solutions – prepare data and information in advance of meetings to present ideas to key stakeholders to implement enhancements.
- Effective Leadership and communication skills to cross train peers, coworkers, and departments.
- Strong analysis skills, including budget management, business modeling, and basic accounting knowledge.
Education:
Bachelor's degree or 7 plus years of experience in lieu of degree.
Computer Skills Needed:
- Proficiency in Microsoft and Google Suites
- JIRA/Agile experience.
- SQL or database management experience preferred.
- Oracle, MS Dynamics, and SAP experience preferred.
- Experience using Power BI a plus.
- Advanced Excel skills – Vlookups, pivots, macros, visualizations, etc.
Competencies:
Business Acumen: Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
Communicate Effectively: Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.
Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Functional/Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
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Salary.com Estimation for Production Support Analyst in Naperville, IL
$89,789 to $114,978
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