Position Summary

The Production Support Analyst focuses on reporting and serves as Tier 2 support for reporting operations. This role is responsible for triaging escalated issues, ensuring data accuracy, monitoring report performance, and collaborating with business and technical teams to maintain and enhance reporting solutions. Additionally, the analyst documents and maintains support logs and issue resolution guides.

Key Responsibilities

Production Support and Issue Resolution

• Investigate and resolve Tier 2 issues related to dashboards, reports, and data extracts used by underwriting, claims, and policy teams.
• Perform root cause analysis across data pipelines, report logic, and business processes.
• Collaborate with BI developers, actuaries, and data engineers to implement fixes and enhancements.

Request Intake and Classification

• Review incoming support tickets and categorize them as bugs, enhancements, or new requests.
• Prioritize and route tickets to appropriate teams based on business impact and urgency.

Stakeholder Engagement

• Partner with business users (sales, operations, compliance, finance) to clarify reporting requirements and validate changes.
• Document user stories, change requests, and resolution steps.

Monitoring and Quality Assurance

• Monitor report performance and proactively identify recurring issues.
• Validate data accuracy and ensure alignment with regulatory and operational definitions.

Documentation and Knowledge Transfer

• Maintain support logs, resolution guides, and FAQs tailored to reporting workflows.
• Share knowledge with Tier 1 support and contribute to onboarding materials for future team members.

Qualifications

Knowledge, Skills, and Abilities

• Experience in data reporting, BI support, or technical analysis.
• Proficiency in SQL and BI tools (Power BI, Tableau, QuickSight).
• Experience with ticketing systems (JIRA, ServiceNow) and documentation tools (Confluence).
• Strong problem-solving and communication skills.

Preferred Qualifications

• Experience with Crystal Reports.
• Prior experience supporting reporting systems in a regulated industry.
• Knowledge of life insurance data structures (policy lifecycle, claims, sales, premium calculations).
• Familiarity with Agile or ITIL frameworks.
• Proficiency in SSIS and/or SSRS preferred.
• Familiarity with ETL processes and data validation preferred.

Education & Experience

• Education: Bachelor's degree preferred or equivalent experience.
• Experience: Minimum 3 years in data reporting, BI support, or technical analysis.
• Experience working in life insurance or financial services (policy data, claims, underwriting, actuarial reporting) required.