Production Support Analyst
National Guardian Life Insurance Company
full-time
Posted on:
Location Type: Hybrid
Location: Madison • Wisconsin • United States
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Tech Stack
About the role
- Investigate and resolve Tier 2 issues related to dashboards, reports, and data extracts used by underwriting, claims, and policy teams.
- Perform root cause analysis across data pipelines, report logic, and business processes.
- Collaborate with BI developers, actuaries, and data engineers to implement fixes and enhancements.
- Review incoming support tickets and categorize them as bugs, enhancements, or new requests.
- Prioritize and route tickets to appropriate teams based on business impact and urgency.
- Partner with business users (e.g., sales, operations, compliance, financial) to clarify reporting requirements and validate changes.
- Maintain support logs, resolution guides, and FAQs tailored to life insurance reporting workflows.
- Monitor report performance and proactively identify recurring issues.
- Validate data accuracy and ensure alignment with regulatory and operational definitions.
- Share knowledge with Tier 1 support and contribute to onboarding materials for future contractors or team members.
Requirements
- Experience in data reporting, BI support, or technical analysis
- Proficiency in SQL and BI tools (e.g., Power BI, Tableau, QuickSight)
- Experience with ticketing systems (e.g., JIRA, ServiceNow) and documentation tools (e.g., Confluence)
- Strong problem-solving and communication skills
- Prior experience in Crystal Reports preferred
- Prior experience supporting reporting systems in a regulated industry preferred
- Knowledge of life insurance data structures (e.g., policy lifecycle, claims, sales, premium calculations)
- Familiarity with Agile or ITIL frameworks preferred
- Proficiency in SSIS and/or SSRS preferred
- Familiarity with ETL processes and data validation preferred
- Preferred: 4 Year /Bachelor Degree
- Bachelor of Business degree or relevant work experience can be substituted
- A minimum of three years of experience in data reporting, BI support, or technical analysis required
- Experience working in life insurance or financial services (e.g., policy data, claims, underwriting, actuarial reporting) required
Benefits
- 20 days of Paid Time Off growing to 25 days after 5 years
- 11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
- Health care, dental and vision plans
- Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account
- Annual bonus based on company performance
- Paid Parental Leave
- 401(k) match up to 9%
- Paid Sabbatical after 8 years
- Paid Volunteer Time
- Education Assistance Program
- Employee Recognition Program
- And much more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLBI toolsPower BITableauQuickSightCrystal ReportsSSISSSRSETL processesdata validation
Soft Skills
problem-solvingcommunication