IT Analyst

Position Summary

Coordinates transitions to new vendors, new business or technical processes, new technology or significant changes to current technology. Implements changes that will affect business or technical processes with a moderate to high impact for stakeholders and will present challenges in complexity or deadlines. May perform duties in one or more of the following disciplines: Business Data Business Intelligence Security Quality User Experience Production Control

Focus of Opportunity: IT Analyst within the Personal Lines AppEx Front-End Team - The focus of opportunity for a Professional or Senior IT Analyst in a Production Support team revolves around ensuring the stability, performance, and continuous availability of critical applications and systems.  This role requires a proactive and reactive approach to incident management, problem resolution, and system enhancements.  Key areas of focus include:
-    Incident & Problem Management: Quickly diagnose and resolve production issues to minimize business impact.  Perform root cause analysis and implement solutions.  Collaborate with cross-functional teams to deliver solutions to Production.
-    User & Stakeholder Support:  Act as liaison between business and IT teams.  Provide clear communication on incident resolution timelines, system health, etc.
-    Change & Release Management:  Coordinate with resources to implement & validate changes. Items include requirement elicitation, documentation, reviews & validations.
-    System Monitoring & Performance Optimization:  Utilize monitoring tools to detect potential failures and performance issues.  Optimize application performance and ensure adherence to SLAs.

Preferred Experience & Skills: 
a. IT Analyst experience 
b. Understanding of Personal Lines of Business & Applications 
c. Ability to dig into problems, analyze, assess and create solutions that lead to change
d. SDLC & ITIL best practices
e. Strong Communication Skills 
f. Experience with ServiceNow
g. Experience in Agile Methodology 

What Makes You Stand Out: 
i. Proven track record of working comfortably urgent situations
ii. Experience working in Jira
iii. Cloud Certifications (e.g., AWS CCP)

Duties and Responsibilities

• Analyzes business or technical processes with a moderate to high impact for stakeholders.
• Conducts research, generates comparisons, draws conclusions, makes recommendations and validates solutions to effect transitional changes.
• Ensures actions are in alignment with enterprise strategies. 
• Collaborates across multiple teams to drive analysis management processes (i.e. business, quality, experience, system).
• Utilizes technical quidance received from leaders and higher-level peers to address complex problems and projects. 
• Effectively communicates with customers, team members or other stakeholders to ensure successful outcomes.
• Participates in the execution and implementation of solutions.

The first six duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.

This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become clear.

Capabilities

Qualifications

Minimum Educational and Experience Requirements

• Bachelor's degree in IT, MIS, Business or related field, plus two years' related experience.
• Associate's degree in a technical field, plus four years' related experience.
• High school diploma plus six years' related experience.

Physical Requirements