Senior Analyst, Production Support

Who We Are  

Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported. 

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.

As an equal opportunity employer, 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. Oncourse Home Solutions 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 Sr. Analyst, Production Support is the senior front-line production support to back-office operations. This position 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 office in Naperville, IL - our office environment is a key driver of our company culture and employee experience.  A regular in-office hybrid model is required (generally in office T-TH and remote M & F).

Responsibilities include but are not limited to:  

• Key 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: 
  • Subject Matter Expert of Contract Workflow and Lifecycle from all work sources. 
  • Subject Matter Expert of 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 resources 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. 
• Lead UAT test execution and coordination across the team to ensure holistic, end to end testing is completed as required for project and production support deliverables. 
• 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 for all systems including the following: Oracle, CAS, Stripe, Salesforce, TI, NGDP.