Senior Operational Support Analyst

Lead operational initiatives and cross-functional projects supporting Property/Casualty Customer Service. Partner with business, IT and product teams to gather requirements, design solutions, test and implement system changes, resolve issues, and improve processes, workflows and service outcomes. Lead departmental and corporate projects from requirements gathering through implementation and production validation. Coordinate solution design and system changes with IT, product owners, quality analysts and business stakeholders. Manage testing, implementation readiness, defect tracking and post-implementation reviews. Lead production support activities and track system enhancements. Triage, prioritize and resolve complex system and processing-error tickets through Service Desk Plus. Identify and implement process improvements and workflow optimizations. Project requirements gathering Solution design Project management methodologies System testing System implementation Production validation Defect management Service Desk Plus ticket triage Process improvement Workflow optimization Medical Insurance

Bachelor’s degree in business, operations, insurance or related field, or equivalent experience Property/Casualty Resident Producer license preferred