Sr Operational Support Analyst

Michigan Farm Bureau; Lansing (MI); Presencial; USD 65.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Full benefits package

Descripción de la vacante

Michigan Farm Bureau is seeking a Sr Operational Support Analyst to lead operational initiatives, system enhancements, and cross-functional projects that support the Property/Casualty Customer Service organization. This role acts as SME and liaison between business teams, IT, and product partners to ensure successful design, testing, and implementation of system and process changes.

Responsibilities include requirements gathering, solution design, testing, issue resolution, and production

Formación

• Bachelor's degree in business, operations, insurance, or related field required or equivalent experience.
• Minimum of four to six years of progressive experience in customer service, operations, insurance, or related field required.
• Minimum of three years of experience leading projects, workstreams, or cross-functional initiatives required.
• Experience in testing, system implementations, or operational change activities required.
• Experience in process improvement and workflow optimization required.
• Experience working cross-functionally with business and technical teams required.
• Experience with project methodologies required. Willingness to pursue ongoing job-related training and development required.

Responsabilidades

• Lead operational initiatives, system enhancements and cross-functional projects for PCCS.
• Serve as SME and liaison between business teams, IT and product partners for design, testing and implementation.
• Drive process improvement and operational effectiveness to enhance efficiency and customer experience.
• Lead production support activities including testing, validation, and post-implementation review.
• Oversee SDP processes including triaging, prioritizing and resolving complex tickets.

Conocimientos

Project leadership

Cross-functional collaboration

Process improvement

Testing

Stakeholder management

IT liaison

Service Desk Plus

Educación

Bachelor's degree

Herramientas

Service Desk Plus

Descripción del empleo

Sr Operational Support Analyst

To lead operational initiatives, system enhancements, and cross-functional projects that support the overall success of the Property/Casualty Customer Service (PCCS) organization. This role serves as a subject matter expert and a key liaison between business teams, IT, and product partners to ensure successful design, testing, and implementation of system and process changes. To drive process improvement and operational effectiveness initiatives that enhance efficiency, service delivery, and customer experience outcomes.

Lead departmental and contribute to corporate projects, including requirements gathering, solution design, testing, resolving issues, implementation activities, and production validation, while partnering with IT, Product Owners, Quality Analysts, and business stakeholders.

Lead production support activities, including testing, validation, implementation readiness, and post-implementation review, while overseeing defect management and enhancement tracking.

Accountable for the successful execution and outcomes of assigned projects, support activities, and process improvements.

Support and execute Service Desk Plus (SDP) processes, including triaging, prioritizing, and resolving tickets related to complex system issues and processing errors, while contributing to workflow improvements.

Required

Bachelor's degree in business, operations, insurance, or related field required or equivalent experience may be considered.

Minimum of four to six years of progressive experience in customer service, operations, insurance, or related field required.

Minimum of three years of experience leading projects, workstreams, or cross-functional initiatives required.

Experience in testing, system implementations, or operational change activities required.

Experience in process improvement and workflow optimization required.

Experience working cross-functionally with business and technical teams required.

Experience with project methodologies required. Willingness to pursue ongoing job-related training and development required.

Preferred

Technical experience with Farm Bureau systems preferred.

P/C Resident Producer license preferred.

Note

If a candidate is not selected, an Operational Support Analyst position may be considered on the level of experience and qualifications. Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

PM19

Equal employment opportunity, including veterans and individuals with disabilities.

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