AGSI was incorporated in April 2016. We are committed to supporting the goals of Arch divisions through exceptional service delivery. We pride ourselves on maintaining flexibility and responsiveness to adapt to business unit and industry demands while focusing on sound project management. We are dedicated to growing and developing our employees as we build strong teams with strategic leadership.

Shift: Night Shift

We are seeking a Business Systems Analyst II/III to join our team, primarily responsible for Production Support within the Underwriting Services domain. This role involves supporting and maintaining critical applications used for account and submission intake, clearance, data extraction, producer management, and user management across all business units.

The ideal candidate will perform Level 1 analysis of production issues and collaborate closely with Business Systems Analysts (BSAs) from Product and Sprint teams, as well as the Digital Product Manager (DPM) and Agile Program Manager (APM), to ensure seamless system operations and continuous improvement.

1. Production Support & Incident Management

• Level 1 Analysis: Serve as the primary contact for Level 1 analysis of production issues related to:
  • Account & Submission Intake and Clearance Systems
  • Data Extraction and Intake Processing
  • Producer Management Systems
  • User Management Applications
• Incident Management: Monitor, investigate, and triage issues in ServiceNow, ensuring proper categorization, prioritization, and assignment.
• Collaboration: Work closely with BSAs from Product and Sprint Teams to escalate and resolve complex technical issues.
• Stakeholder Communication: Collaborate with DPM and APM to communicate critical incidents and align with broader product goals.
• Workarounds: Provide temporary solutions for urgent business processes while awaiting permanent fixes.
• Documentation: Ensure all issues are documented in ServiceNow, including root causes and resolution details.
• On-Call Support: Participate in on-call support rotation, ensuring availability for critical system incidents as needed.

2. System Analysis & Process Optimization

• Root Cause Analysis: Perform initial root cause analysis (Level 1) for system disruptions and inefficiencies.
• Process Improvement: Identify patterns in recurring issues and recommend process improvements or system optimizations.
• Data Analysis: Analyze data flow and troubleshoot submission intake, data extraction, and user management issues.
• User Feedback: Work closely with business users to understand pain points and suggest potential automation or workflow enhancements.

3. User Support & Management

• User Support: Provide support to users of underwriting applications, addressing inquiries, resolving issues, and ensuring optimal user experience.
• User Management: Oversee user accounts, roles, and permissions within underwriting systems, ensuring appropriate access levels and compliance with security policies.
• Training: Develop and deliver training materials and sessions to educate users on system functionalities and best practices.

4. Incident Tag Management & Reporting

• Tag Management: Manage incident tags within ServiceNow to categorize and prioritize issues effectively.
• Reporting: Utilize incident tags to generate reports and dashboards, providing insights into incident trends and areas for improvement. 

Required Skills

• Prior experience supporting applications related to submission intake, data extraction, producer management, and user management.

Technical Skills:

• SQL Proficiency: Strong SQL skills to query databases and troubleshoot data-related issues.
• ServiceNow Expertise: Hands-on experience with ServiceNow, including incident logging, categorization, workflow management, and reporting.
• Data Management: Basic understanding of data extraction and transformation processes.
• Automation Tools: Familiarity with workflow automation tools (e.g., Power Automate, RPA) is a plus.

Soft Skills & Competencies:

• Analytical Thinking: Strong analytical and problem-solving skills with the ability to conduct Level 1 investigations.
• Communication: Excellent communication and collaboration skills, especially when working with cross-functional teams.
• Prioritization: Ability to prioritize multiple tasks in a fast-paced environment.
• Proactivity: Proactive approach to process improvement and system optimization.

Desired Skills/Experience (Nice to have)

• Experience in insurance underwriting applications 
• ITIL certification or experience in IT Service Management (ITSM) frameworks.
• Understanding of cloud-based underwriting solutions (e.g., Azure, AWS, or SaaS platforms)
• Automation Tools: Familiarity with workflow automation tools (e.g., Power Automate, RPA) is a plus.

Bachelor's degree in business administration, Information Systems, Computer Science, or a related field.