Operational Support Analyst II

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Requirements:

• Fluent English
• Advanced time management skills
• Advanced work prioritization skills
• Advanced communication skills (verbal and written)
• Advanced critical thinking skills
• Advanced problem-solving skills
• Intermediate (+2 Years) Excel and other Microsoft programs
• Entry Level (1-3 Years) Rally
• Intermediate (4-6 Years) Mainframe
• Entry Level (1-3 Years) SRM (Salesforce)

Responsibilities:

• Handle inbound tickets from the call center to review system issues and determines if it is a user error, a defect, or something they can fix.
• Communicate with the call center about the ticket they filed and on a rare occasion, you may communicate with an agent if they need more information than the customer service advocate can provide.
• Handle defect prioritization and partner with our IT teams to find solutions to common pain points.
• Actively engage in user acceptance testing on most new enhancements that impact our business.
• Be responsible for doing validation on new enhancements that move to production so we can ensure they are working properly.
• May be required to assist with clean-ups where a defect has been resolved, but now we need to correct the policies or billing accounts that were impacted (ex: processing endorsements to change coverage). As a result, this new team member will need to be taught how to make policy and billing changes.