FBS - Operational Support Analyst

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

About the Role

We are looking for a highly motivated professional to support our IVR and Contact Center routing strategy across all lines of business. This role operates in a fast-paced, Agile environment focused on delivering continuous value through data analytics, call listening, and ongoing system and process improvements.

This position plays a key role in incident management, system triage, analytics, testing, and production validation support. The professional will work closely with IT, business stakeholders, and Commercial Insurance Centers, acting as a subject matter expert on commercial systems and helping identify defects, trends, and user experience improvement opportunities.

The role requires someone who can quickly learn new systems, manage multiple workstreams simultaneously, and contribute both independently and as part of a team.

What You'll Do

• Provide Incident Management (L1) and ServiceNow ticket support

• Perform ad hoc research and data analysis

• Conduct call listening and provide proactive tuning recommendations

• Create and maintain documentation and procedure bulletins

• Support UAT testing and production validation

• Monitor KPIs and track the actual value of deployed change requests

• Own test data acquisition requests and troubleshooting

• Triage system issues, validate issues in test and production environments, and determine immediate solutions

• Manage escalation procedures and communicate triage results to stakeholders

• Track issues through the release cycle and support release management activities

• Analyze audit results and recommend system and process improvements

• Monitor reports and support system defect and enhancement prioritization

• Intermediate Spanish (US) and fluency in English (bilingual required)

• Entry-level experience with Excel and SQL

• Ability to work during core business hours (9am–6pm ET or 10am–7pm ET; subject to change)

• Ability to work in a fast-paced environment and manage multiple parallel tasks

• Strong analytical and problem-solving skills

• Ability to work both independently and in a team environment

• Ability to learn quickly and adapt to changing business needs

This position comes with competitive compensation and benefits package: 

1. Competitive salary and performance-based bonuses 
2. Comprehensive benefits package 
3. Career development and training opportunities 
4. Flexible work arrangements (remote and/or office-based) 
5. Dynamic and inclusive work culture within a globally reknowned group 
6. Private Health Insurance 
7. Pension Plan 
8. Paid Time Off 
9. Training & Development