Production Support Analyst

Overview:

If you're looking for the stability of a profitable, growing company with the entrepreneurial spirit of a startup, we're hiring. SageSure, a leader in catastrophe-exposed property insurance, is seeking a Production Support Analyst. In this key role, you will focus on managing production support escalations, communication, and requirements writing. Additionally, you'll be responsible for reviewing the work of others, handling communication, and troubleshooting incoming requests. Your duties will include analyzing writing requirements, managing a JIRA ticket from start to finish, and presenting your findings and/or analysis in written and verbal communications to internal and external stakeholders. To excel in this role, we are seeking a candidate with a strong sense of urgency, and a background in insurance, particularly with an understanding of personal lines insurance products. The ideal candidate will be adept at translating business requirements into precise technical specifications and securing agreement on the accuracy of the translation. Key attributes for success include a continuous improvement mindset and motivation linked directly to achieving enhanced quality results and process improvements.

What you'd be doing:

• Keeping core stakeholders and other case-specific stakeholders updated throughout the ticket's lifecycle via various communication channels, including hosting status update meetings and attending various stakeholder meetings.
• Providing regular updates to Program Ops leadership on the status of all tickets.
• Handling production support escalations promptly by responding and triaging the ticket on the same day.
• Troubleshooting incoming requests.
• Crafting articulate and detailed requirements for required tickets.
• Perform a high-level overview of all incoming production support defects daily
• Reviewing tickets worked by others for accuracy within a 24-hour timeframe.
• Maintaining a clear understanding of each ticket and its status to provide updates to key stakeholders.
• Updating ticket fields, descriptions, and next steps throughout the ticket's lifecycle.
• Adding comments to the ticket to keep an accurate log of all updates, changes, and items needed to move forward.
• Closing tickets upon deployment.
• Clearing defect error reports weekly.
• Acting as a project manager during processing to ensure critical stakeholders follow each step correctly.
• Collaborating with Program Operations leadership and key stakeholders to improve processes and procedures.
• Ad-hoc initiatives and duties as they arise.

We're looking for someone who has:

• Bachelor's degree in Business/Insurance, Computer Science, or related discipline or equivalent relevant on-the-job training.
• Experience in Property & Casualty property insurance – Personal Insurance & Designations preferred.
• Significant experience with Personal Lines Forms, Rates, and UW Rules.
• Experience with insurance policy administration and sales and service systems.
• Excellent written and verbal communication skills.
• Ability to appropriately convey complex issues and solutions tailored to different audiences
• Strong attention to detail and demonstrated critical thinking and problem-solving skills.
• Ability to thrive in a fast-paced environment with a demonstrated sense of urgency.
• Ability to meet deadlines and manage large volumes of work throughout an organization.

Highly preferred candidates also have:

• Strong sense of ownership.
• Curiosity and passion to learn, understand, and solve.
• Ambition for growth.
• Demonstrate commitment to the team and willingness to help others get the job done.
• Experience working with SmartSheet, Confluence, and Jira
• Prior Commercial Lines Experience.