Technology Analyst - Voluntary Protection Products

• Ticketing system experience and any platform is fine (Jira, ServiceNow etc)
• Self-starter, Quick problem solver, someone who can hit the ground running, good communication/management skills, Initiative taking, Optimistic thought process and proactive approach.
• Project Management skills – Project Management/Product Management – Title not required, just an experience who can support
• Operational Supervision/Management
• Case Management and Investigation.
• Partnering with domain, product owners and other teams.
• Jira/ Ticketing portal experience, Monitoring workflows etc

Operational Management

• 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.

    Technology Project Administration

  • Act as aSME and VPP contact for projects related to VPP Domain system enhancements, including but not limited to StoneEagle Admin platform, Private Label, RouteOne, 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 StoneEagle 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

    Process/System Improvements

    • 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 Toyota Business Practices (TBP) methodologies to develop and implement process improvements

      Miscellaneous – Other

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