National Guardian Life Insurance Company

Cloud Engineer

• Develop and implement technical efforts to design, build, and deploy cloud-hosted solutions
• Participate in all aspects of the software development lifecycle for cloud-based solutions
• Educate teams on the implementation of new cloud-based initiatives, providing associated training when necessary
• Monitor performance and maintain systems according to requirements and standards
• Troubleshoot issues and outages and assist other teams with troubleshooting and root cause analysis
• Partner with colleagues to help each other grow expertise in legacy, current, and emerging technologies
• Build and maintain documentation of internal systems and usage of external systems
• Assist other teams with troubleshooting and root cause analysis
• Provide advanced technical support when needed by other teams or your team
• Perform routine and scheduled audits of all systems, including backups

Cloud Engineer – Hybrid, In Office 10 days/Month

Solutions Engineer

• Assess proposed business ideas and determines architectural significance.
• Lead the identification and analysis of business drivers to develop solution architecture requirements.
• Analyze technology industry and market trends and determines potential impact upon the enterprise.
• Research and make recommendations on technology build vs. buy decisions.
• Partner with Business and IT Stakeholders and external third-party partners to craft highly scalable, flexible and resilient architectures that address business problems.
• Develop rough cost estimates (RCEs) for various candidate solution architectural options.
• Collaborate with other architects and system specialists to establish technical reference architectures, architecture patterns, and standards to promote enterprise efficiency and agility, ensure solution architecture quality, and ensure alignment of solutions with enterprise architecture directions.
• Drive technology discussions and analyze the current landscape for gaps in addressing business needs.
• Review existing architecture and capabilities from technical perspective and contribute to building architecture and technology roadmaps.
• Determines primary dependent systems and infrastructure; Determines high level system integrations needed to implement the proposed business ideas.
• Develop holistic architectural options, ensuring that all architectural aspects of the system, including data, application, infrastructure, and security are addressed.
• Identify, document, and communicate Architecture standards, patterns, and best practices.
• Participate in the development of enterprise architecture strategies and roadmaps.
• Evolve re-usable architectures and document best practice patterns for cloud-native development in both public and hybrid cloud usage scenarios.
• Evaluate new cloud technologies for fit-for-purpose and socialize architecture recommendations with agile teams.
• Resolve ad hoc architecture and technology support requests from application developers as it relates to developer tools and technologies.
• Incorporate Modern Security practices into architecture design including Zero Trust principles, Threat Modeling, IAM, and compliance framework built into design.
• Incorporate recommendations for practical adoption of Artificial Intelligence and Machine Learning capabilities into solutions within the boundaries of the organizational AI framework.
• Collaborate with agile teams to develop cloud applications by providing architecture guidance and hands-on technical support during all phases of agile SDLC.
• Mentor and develop others.
• Passionate about technology and solving important design challenges.

Digital Solutions Architect – Permanent, Full Time

General

• The Agent Solutions Coordinator works in a business to business environment supporting the needs of NGL’s agents and key accounts consisting of agencies, funeral homes and sales organizations.
• Work consists primarily of handling incoming and outbound calls, supporting various email boxes and internal processing work.
• The work is highly collaborative, partnering directly with colleagues in various areas within NGL including but not limited to Contracting, Commissions, Processing, Claims, Sales and Legal.
• Maintain service levels of 90% or above on all Agent Solutions phone lines and service boxes.
• Maintain an Agent Support group service level of 90% or above with ability to set and adjust coverage schedule, as needed.
• Demonstrate schedule adherence through an individual adjusted service availability of 90% or above.
• Maintain an individual call quality score average of 85% while supporting the primary team phones lines.
• Ability to handle at least 60 contacts daily accurately and efficiently.
• Maintain one call resolution whenever possible.
• Take detailed and complete phone messages, as needed, for processing or follow up.
• Document all conversations with funeral homes, agents, and marketing partners in Customer Relationship Management tool.
• Be solution driven: escalate situations as needed while recommending a course of action.
• Advise team leadership of potential concerns, training opportunities, and trends as they are discovered.
• Utilize your resources effectively, be a good resource for your teammates working collectively to resolve questions and issues where needed in a timely manner.
• Provide friendly, thorough support to our agents, marketing partners, funeral homes and customers, conveying sensitivity and professionalism in all communications.
• Establish good working relationships with marketing partners, agents, and funeral homes that enhance their perspective of NGL through empathy, flexibility and appreciation of their concerns.
• Take ownership of all requests, showing the initiative to find the information needed, working with other departments as needed to offer resolutions.
• Resolve questions regarding licensing and contracting, commissions, new business, supplies, product/premiums, procedures, myNGLIC.com, reporting and compliance requirements.
• Maintain knowledge of all marketing partners, product variations and special handling situations.
• Work with other specialists and management to analyze and recommend solutions to difficult situations, problems or complaints that arise from our agents, marketing partners and funeral homes.
• Convey and support NGL requirements accurately to callers, helping them better understand why our requirements are necessary, and recognize when it is necessary to escalate the call based on tone, request or caller.
• Convey both internal and external empathy for situations, balancing the needs of NGL, the agent and customer in all interactions.
• Aware of key dates and seasons throughout the year such as month end, year end, contest end dates, and work in queues to help ensure marketing partner goals are met.
• Screen new agent leads and enter viable leads into lead software.
• Keep the team appraised of urgent case updates, escalated situations and important changes.
• Administer and manage effective outbound support.
• Complete assigned outbound support duties in acceptable timeframes.
• Use knowledge of NGL New Business processes and procedures to evaluate pending applications and effectively communicate requirements to the agent.
• Use knowledge of NGL Customer Service and Processing processes and procedures to effectively communicate and follow-up on in-force policies as needed.
• Address and respond to questions and concerns from other departments in a professional and timely manner.
• Support other programs, projects and tasks as needed.
• Provide sufficient documentation and tracking, depending on program procedures, to ensure others are able to understand the progress and status of all outbound programs.
• Initiate the Lead program in CRM for Sales team to follow up.
• Provide support via the various email boxes assigned to Agent Solutions.
• Respond quickly and professionally to all requests and concerns.
• Ensure information is properly documented and shared with team.
• Provide guidance to our agents to improve their interactions and success with NGL.
• Provide feedback to agents and field managers and document appropriately.
• Provide immediate feedback and document appropriately.
• Know when to escalate and provide additional feedback to others for follow up/training.
• Provide complete, professional communications with all agents and employees of NGL.
• Actively monitor NGL processes, guidelines and agent tools that do not meet the needs of our agents and marketing partners and communicate suggestions to appropriate teams and departments.
• Work in conjunction with other teams and departments to review processes and procedures, including suggestions for training or other tools that improve partner support.
• Identify opportunities for improvement and suggestions to resolve needs, including internal processes and procedures, requirements, forms, workflow processes and other programs.
• Communicate all updates and changes with team, department and other areas, as appropriate.
• Follow/update team procedures/guidelines in place for follow up, availability and PTO to ensure proper phone coverage and equitable distribution of work.
• Present suggestions to appropriate individual, team or department and work with them on further development including conveying our customer needs, the need for flexibility and an understanding of the request from the funeral home or agent perspective.
• Work collaboratively with others to implement improvements and changes.
• Recommend updates for the agent portals and NGL software to ensure this is an accurate and valuable resource for all users.
• Recommend updates for forms and applications to improve ease of agent use.

Agent Solutions Coordinator

Business Analyst

• Analyze OIPA business processes and workflows, document requirements, identify issues and recommend solutions.
• Translate business needs into clear functional and non-functional requirements and stories for technical teams.
• Participate in and lead discussions to gather requirements and clarify business objectives.
• Communicate business requirements in simple, non-technical language to business users and in more technical language to IT partners.
• Recognize patterns in complex, multi-step OIPA workflows and identify process improvement opportunities.
• Support the liaison function between business areas and IT to ensure alignment on requirements and solutions.
• Assist with problem-solving efforts by gathering information, analyzing patterns, and identifying root causes for processes within OIPA, integrations with OIPA, or supporting systems.
• Diagnose and resolve routine system issues, data discrepancies, and common problems with escalation to senior team members as needed.
• Collaborate with developers, data engineers, and IT teams to implement solutions and support preventive measure discussions.
• Document troubleshooting steps, findings, and solutions to build personal knowledge and contribute to organizational resources.
• Escalate issues appropriately when they fall outside OIPA scope or require development-level intervention.
• Provide clear resolution guidance to business users and support staff with senior review when appropriate.
• Contribute to post-resolution analysis to identify improvement opportunities under senior guidance.
• Learn troubleshooting methodologies and problem-solving approaches through mentoring and pairing with senior team members.
• Assist with assessing the impact of proposed changes on operational workflows and end-users under senior guidance.
• Provide Tier 2 production support and troubleshooting to help ensure OIPA, integrations with OIPA, or supporting systems operates effectively.
• Review incoming support tickets and change requests; categorize them as bugs, enhancements, or new requirements with guidance as needed.
• Assist with prioritization and routing of requests based on business impact and urgency.
• Document user stories and change requests that feed into development and IT roadmaps.
• Investigate, triage, and resolve escalated issues related to OIPA workflows, data processing, and routine system problems.
• Perform root cause analysis across OIPA processes, data pipelines, and common integrations with senior guidance.
• Analyze, research, and document reported problems, resolution steps, and preventive measures.
• Support system maintenance, and release deployment activities under direction.
• Monitor system performance and identify recurring issues for escalation and prevention.
• Collaborate with business stakeholders to support operational stability and follow up on reported issues.
• Troubleshoot OIPA-related issues with escalation support available for complex scenarios.
• Participate in creation and execution of test plans to validate solutions before production deployment.
• Execute test scenarios and document test results clearly.
• Validate solutions meet documented requirements and specifications.
• Maintain and update support logs and resolution guides tailored to OIPA workflows.
• Document system changes, process documentation, and troubleshooting steps.
• Contribute to FAQs and onboarding materials for new staff and contractors.
• Engage with business users across sales, operations, compliance, underwriting, claims, and financial teams to clarify requirements and validate issues.
• Support requirements documentation and clarification discussions.
• Participate in meetings with stakeholders, team members, and support escalations.
• Document and escalate stakeholder feedback and change requests appropriately.
• Complete assigned projects and tasks, meet deadlines, and adhere to established operating parameters.
• Represent and communicate the mission and values of NGL.
• Comply with conduct, security, and confidentiality policies and expectations.

Business Solutions Analyst

Data Engineer

• Develop and optimize data and data pipeline architecture
• Provide thought leadership to support software developers and data scientists
• Assemble large, complex data sets that meet functional requirements
• Identify and implement internal process improvements
• Build AWS infrastructure for data extraction and transformation
• Automate deployment and management of data services using IaC
• Contribute to CI/CD processes
• Develop analytics tools for actionable insights

Senior Data Engineer – Temp to Hire

Scrum Master

• Support one to two high complexity Scrum teams while also contributing to enterprise Agile maturity.
• Demonstrate advanced mastery of core Scrum Master competencies and apply them across multiple teams and contexts.
• Mentor and develop other Agile practitioners, contributing to a strong internal Agile community of practice.
• Leads organizational Agile improvements that enhance delivery performance, predictability, and team engagement.
• Coach teams using multiple Agile frameworks (Scrum, SAFe, Scrum@Scale, Nexus, etc.) and select the right approach for the situation.
• Introduce new frameworks, tools, and metrics to improve organizational outcomes.
• Facilitate high stakes meetings and cross team sessions with clarity, neutrality, and strong outcome orientation.
• Apply coaching skills across teams, departments, and leadership levels to improve performance and alignment.
• Lead development, reporting, and interpretation of organizational Agile metrics that inform strategic decisions.
• Continually deepen expertise in Agile frameworks, coaching, facilitation, and organizational change.

Cloud Engineer – Hybrid, In Office 10 days/Month

Digital Solutions Architect – Permanent, Full Time

Agent Solutions Coordinator

Business Solutions Analyst

Senior Data Engineer – Temp to Hire

Senior Scrum Master – Hybrid, In Office 10 days/Month