Business Operations Analyst

The Business Analyst empowers customers to succeed with the Standard Commercial Underwriting Platform (SCUP) applications and processes. They will act as a liaison, providing application and process information and resolving problems the customer may face. Business Analysts should have sound knowledge of the applications and processes, which will help them get to the context and cause of problems quickly and suggest a solution to the customer right away. If the issue the customer is facing is beyond the immediate scope of the support representative, they should escalate the problem to the right internal team(s) and follow up with them regularly for updates on the progress. The support representatives will work closely with internal teams to provide user acceptance of monthly updates and fixes deployed to the SCUP applications, as well as raise improvement and enhancement ideas. The System Support Representative will report to the System Support Manager. 

 
Job Responsibilities   

• Respond to customer queries in a timely and accurate way, via phone, email or chat  

• issues to the appropriate internal teams 

• Maintain internal logs Identify customer needs and help customers use specific features 

• Take ownership of customers problems and be the single point of contact for all enquiries related to the troubleshooting procedure 

• Resolve product or service problems by clarifying the customer’s issue, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. 

• Escalate unresolved with information about customer issues, resolutions and useful discussions with customers 

• Share feature requests and effective workarounds with customers and team members 

• Inform customers about new features and functionalities 

• Assist in training customers in new features and workarounds 

• Coordinate UA test case creation and execution for incident/problem fixes and monthly release testing 

• Document results of the UA test execution and communicate with the developers regarding the deviations 

• Document the test results and deviations 

• Recommend potential features and enhancements to management by collecting customer information and analyzing customer needs 

• Document resolutions and workarounds in the form of help content or solution articles so that they can be leveraged by others 

• Maintain North Star L5 processes, system process flows, SOP’s, controls, training and other business process documentation 

Qualifications 

• Ability to work independently and at times directly or indirectly with global business, data, operations, and technology teams; gathering, assembling, analyzing and evaluating facts, data and other information in order to support sound decisions; and serve as contact point for a single or multiple enterprise defined data/business domains. 

• Ability to provide necessary support to enable architects, technical and business system analysts to formulate and implement technical solutions 

• The candidate should possess excellent organization skills, communicating skills and help facilitate in arriving to key business decision-making. 

• Comfortable with a dynamic environment that has continuously changing priorities 

• Ability to develop traditional and non-traditional solutions to meeting conflicting priorities 

Ideal Experience  

• Bachelor's Degree in Business Administration, Data Science, Finance, Information Technology and/or Computer Science or equivalent combination of work experience and education 

• 2+ years of Commercial insurance experience preferred

• Fundamental understanding of the insurance process, life cycle and lexicon preferred

• High level/advanced proficiency of Microsoft Office products required.  Knowledge of other software packages/platforms (e.g. SQL, Informatica, SAS, GIS etc) preferred 

• Experience with Agile methodology helpful  

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