Summary: A Production Support Business Analyst is a part of a key team of Technology professionals that helps UPC grow by improving technology and process and ensuring effective use of current production applications and systems. Through research and interaction, this position assesses priorities of internal and external customers. The analyst will partner closely with our technology partners to resolve issues impacting current production systems and communicate statuses and updates to business and technology stakeholders.  

Essential Duties/Responsibilities:

• Possesses thorough understanding of standards, concepts and principles of the discipline and applies this knowledge to solve practical needs of the business.
• Assesses business impacts and determines issue priority to minimize business disruptions.
• Applies understanding of discipline and practice to resolve a variety of production issues.
• Supports recurring activities such as month end processing and sales events as necessary.
• Understands existing workflow and current business processes and is able to apply this knowledge to resolve production issues.
• Works directly with business stakeholders and technology partners to provide status updates and information as needed.
• Partners with business stakeholders to drive requirements and ensure solutions align to long-term product roadmap as necessary.
• Owns and drives multiple concurrent issues to resolution in a fast-paced production environment.
• Conducts and coordinates root cause analysis for production issues and documents findings and applies learnings to help prevent future issues.
• Works with delivery and product teams to enable the smooth transitions of new features and tools to the production support team with minimal disruptions to current business users and systems.

Supervisory Responsibilities:

• The position will not have supervisory responsibilities
• The position receives guidance with respect to overall objectives
• Some of the work is completed independently within corporate or department policy guidelines to achieve assigned objectives

Education and/or Experience:

• Bachelor’s Degree in Information Technology or equivalent combination of four years of IT education and work experience
• Three years of relevant work experience related to Production Control/Operations
• Demonstrated time management, organizational and priority setting skills
• Demonstrated interpersonal/verbal and written communication skills
• Demonstrated success in a Fast-Paced Team oriented environment 

Preferred knowledge requirements:

• Knowledge of Service Now or other ITSM tool
• Knowledge of RDMS (like SQL Server)
• Microsoft/ITIL/DevOps Certified
• Experience with C#, VB Script, Batch script, and/or PowerShell
• Knowledge of Windows 2012 R2 or above operating systems
• Knowledge of networking concepts to troubleshoot system issues (OSI model)
• Experience in Insurance industry preferred
• Hands-on experience w/ automating manual processes
• Team Player with willingness to collaborate beyond immediate team and work with key partners in peer IT

Competencies:

Performance criteria shall include achievement of tasks set out in the position description, annual major objectives, and the completion of special assignments including:

• Thinks analytically
• Defines logical steps and priorities by breaking down tasks in a systematic way
• Clarifies problems by driving to understand the true issue
• Investigates functionality to understand where problems are likely to occur
• Contributes to and updates dashboards and tracking reports and presents data concisely and meaningfully
• Uses data and factual information to develop findings, draw conclusions and recommend courses of action
• Organizes and manages work using incident management and work management tools (eg; Samanage and JIRA)
• Establishes constructive, open, two-way communication channels with business and technology partners 

Required Skills:

• Strong attention to detail and documentation
• Strong time management, organizational and priority setting skills
• Strong interpersonal/verbal and written communication and typing skills
• Excellent customer service skills
• Ability to analyze information and develop a comprehensive work plan
• Ability to work calmly and successfully under pressure
• Ability to work in a fast-paced team-oriented environment
• Provides amazing experiences for both internal and external customers by identifying needs and striving to meet them
• Follows through on commitments and obligations and uses company resources wisely
• Collaborates, influences and builds consensus through constructive relationships and effective listening
• Focuses on solutions and identifies and removes barriers to problem solving
• Adjusts to changing situations and expectations and shows willingness to learn new ways to achieve goals