Technical Business Analyst (Insurance)

The Technical Business Analyst (Associate) serves as the initial point of contact for user-reported incidents and help desk issues, performing initial screening, analysis, and resolution for simple to moderate problems. The role supports operational stability by escalating complex or high-priority incidents to senior staff, application SMEs, or vendors, and by contributing to long-term problem management through ticket logging/monitoring, coordination of root cause analysis and permanent fixes, and continuous knowledge base development to improve support effectiveness.

Responsibilities

• Provide resolutions to simple to moderate incidents and escalate complex and/or high-priority incidents to senior staff, application SMEs, or vendors as needed
• Support users by handling incidents encountered during operations
• Test workaround/resolution for incidents
• Endorse resolutions to users for production implementation, including SQL scripts if necessary
• Document workaround/resolution in the Knowledge Base
• Ensure incident statuses are properly communicated with users and resolved within SLAs
• Log and monitor Problem tickets in the ticketing tool
• Escalate Root Cause Analysis and Permanent Fix to Application SMEs
• Monitor long outstanding problem tickets and coordinate with the assigned individual/team
• Build up the Knowledge Base by creating solution articles
• Consolidate existing FAQs, quick guides, manuals of procedures, and product primers
• Publish workaround/resolution articles based on closed incidents and problems
  
  

Required Qualifications

• 1–2 years of experience as a Business Analyst, Process Analyst, Quality Assurance Analyst, or similar roles
• Experience with SQL statements to retrieve and manipulate data
• Excellent technical writing skills
• Exposure to handling/resolving tickets
• In-depth knowledge and/or experience in life insurance operations
• Strong interpersonal and communication skills to work effectively with a wide range of clients in a diverse environment
  
  

Preferred Qualifications

• ITIL 4 certification and/or DevOps certification