Business Analyst (Insurance)

The role of Technical Business Analyst is focused on providing resolutions to simple to moderate incidents and escalating the complex and/or high priority incidents to the senior staff, application SMEs or Vendor when needed. Helpdesk Analyst is also tasked with logging, monitoring, and prioritizing long-term fixes to various problems.

Principal Accountabilities:

1. Provide support related to incidents encountered by users.

a. Screens the details of the incident.

b. Performs initial analysis of the incident.

c. Escalates the incident to Application SME or Vendor, if needed.

d. Tests workaround/resolution of the incident.

e. Endorses the resolution to users for production implementation including SQL scripts if necessary.

f. Secures approval of the executed workaround/resolution, if needed.

g. Documents the workaround/resolution in the Knowledge Base.

h. Monitors and report status of the assigned incidents.

i. Follow-up escalated incidents.

j. Ensures all incidents status are properly communicated with users and resolved within SLAs.

2. Log and monitor Problem tickets.

a. Logs problem in the ticketing tool.

b. Escalate Root Cause Analysis and Permanent Fix to Application SMEs.

c. Monitors long outstanding problem tickets and coordinates with the assigned individual/team.

3. Build-up Knowledge Base by creating solution articles.

a.Consolidate existing FAQs, quick guides, manual of procedures, and product primers.

b. Publish workaround/resolution articles based on the closed incidents and problems.

Qualifications:

• With at 1-2 years experience as a Business Analyst, Process Analyst, Quality Assurance Analyst or similar roles.
• Experience in SQL statements to retrieve and manipulate data.
• Excellent technical writing skills.
• With in-depth knowledge and/or experience in life insurance operations.
• Preferably with exposure to handling/resolving tickets.
• ITIL 4 and/or DevOps certification is an advantage.
• Strong interpersonal and communication skills with the ability to work effectively with a wide range of clients in a diverse environment.