Technical Business Analyst (Insurance)

White Cloak Technologies, Inc.; Muntinlupa; On-site; PHP 350,000 - 550,000; Full time

Job summary

White Cloak Technologies, Inc. is seeking a Technical Business Analyst (Associate) to serve as the first 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 incidents to senior staff, application SMEs, or vendors, and by contributing to long-term problem management through ticket logging/monitoring, coordination of root cause

Qualifications

• 1–2 years of experience as a Business Analyst, Process Analyst, Quality Assurance Analyst, or similar roles.
• Excellent technical writing skills.
• Exposure to handling/resolving tickets.
• In-depth knowledge and/or experience in life insurance operations.

Responsibilities

• Provide resolutions to simple to moderate incidents and elevate complex/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.
• Publish workaround/resolution articles based on closed incidents and problems.

Skills

Analytical thinking

Communication

Tools

SQL

Job description

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 elevate 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