VPP Technology Analyst ​/ Product Operations Analyst ​/ Product Support Analyst

Job Title:

VPP Technology Analyst / Product Operations Analyst / Product Support Analyst

Location:

Plano, TX

Position Type:
Contracted – 12 Months (Possible Extension)

Job Type: Hybrid – (Need to be in office as required)

Pay rate: $49/-hr on W2.

Job : #1505995

• Our Voluntary Protection Products Department/VPP Domain Department is seeking a highly skilled and motivated VPP Technology Analyst.
• Reporting to the VPP Domain Product Owner, the person in this role is responsible for supporting the VPP Department and VPP Domain as related to system and project related functions, production support, supporting initiatives, and driving efficiencies for VPP sales, management, and administration processes.
• This Analyst will be solely responsible for ensuring day-to-day operations are supported both within VPP Department and Domain.

• Act as lead point of contact for day-to-day operations within VPP Department and VPP Domain
• Manage, track and analyze cases from intake through resolution, ensuring timely follow-up and escalation as needed.
• Partner with Application Management Support (AMS) on incident and problem management processes.
• Monitor operational workflows and identify process gaps, recommending improvements to increase efficiency and consistency.
• Analyze recurring field questions and issue trends to identify root causes and recommend process or training improvements.

• Act as a SME and VPP contact for projects related to VPP Domain system enhancements, including but not limited to Stone Eagle Admin platform, Private Label, Route One, and SGI by working closely with technology, data, and VPP and Sales field team members to ensure business needs are met
• Assist with gathering, writing, and revising business user stories/system requirements for projects and make decisions related to aligning business needs and technology objectives for each project
• Manage user stories in Jira system, including user story writing, prioritization, and user story refinement
• Configure product, plan and pricing changes in the Stone Eagle Admin system, partnering closely with the VPP Product Operations and Product Development teams for requirements gathering and testing
• Assist VPP Domain Product Owners with Jira backlog grooming and prioritization for VPP Domain factories
• Assist with developing and executing test scenarios in various TEST environments and ensure successful test results
• Manage the Secure Online Reporting (SOLR) invoice and billing process
• Support weekly manual payment exception processing for accounting downstream systems
• Provide support to the VPP Reinsurance Team with wire transfers for dealers.

• Provide operational perspective and knowledge in the development of and modifications to VPP-related system applications
• Create and maintain VPP system process maps and SOPs
• Use Kaizen and Companies Business Practices methodologies to develop and implement process improvements

• Create/revise/communicate training materials related to VPP technology projects.
• Create/revise/post FSBs as requested
• Special VPP projects as assigned

• 4-year college degree (BA or BS)
• 5-7 or more years of relevant work experience in technology operations, field support, operations management, or a similar field/industry
• Working knowledge of technology products, processes, and operational workflows
• Proficiency with Microsoft Office applications, including Excel, PowerPoint, Visio, and Word
• Excellent oral and written communication skills, including the ability to create clear business communications and presentations
• Proficiency with Jira or similar case and workflow management tools
• Aptitude for business system configuration and supporting operational system processes
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities

• Agile Certification
• Agile methodology/initiative planning and launch experience.

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