Jr. Broker Support Analyst

5 months ago

Remote, Canada The Portage Mutual Insurance Company Full time

This is a temporary position to cover a maternity leave.

**Junior Broker Support Analyst**

This position reports directly to the Broker Support Lead and will work closely with other members of the Technology and Application Management Services (AMS) departments. To be successful in this role requires the ability to balance creative and technical problem solving, business acumen, and collaboration to ensure our staff and brokers receive exceptional customer service and can access the services, systems, and resources needed to achieve their goals.

**General Duties and Responsibilities**:

- Provide Tier 1 support for end-user/broker service and system inquiries and issues.
- Take detailed notes, determine steps to resolution, and manage the flow of incoming requests.
- Maintain and monitor incident/service requests in our ITSM tool (JIRA) while responding to issues in a courteous, timely, and appropriate manner.
- Troubleshoot issues and help determine business priority and severity, and escalate advanced incidents/service requests to Tier 2 or Tier 3 support when required.
- Resolve problems and continuously follow up keeping staff and brokers informed on the status of their requests or issues while also working to determine how we can improve our services and processes.
- Maintain detailed records of incidents and service requests to assist with diagnosing and repairing complex issues, collecting data regarding recurring incidents and problems, and providing recommendations to prevent future incidents.
- Assist with creating, editing, and maintaining IT documentations. This includes common issues or service request FAQs, departmental best practices and processes documentation, as well as broker notices or self-help documents.
- Assist with performing data analysis to determine the common incidents and problems that are occurring and make recommendations for system enhancements or business processes changes that will help us support our staff and brokers more effectively and efficiently.

**Qualifications, Skills, and Abilities**:

- College diploma or University Degree in the field of Computers, Technology, or Business.
- 1-2 years experience in a Jr. business analyst or end-user support role.
- Excellent verbal and written communication.
- Demonstrated commitment to service excellence.
- Strong interpersonal, analytical, problem solving, and organizational skills.
- Passion for technology and business.
- Ability to work independently and as part of a team.
- Ability to multitask.
- High-bandwidth collaborator both in person and working remotely.
- Familiarity with MS Office suite (Word, Excel, PowerPoint), as well as Office 365.
- Experience or knowledge of P&C insurance a plus.
- Willingness to work toward ITIL certification.

Maternity Leave Temp Position: this is a junior position that is an excellent opportunity to learn our business and the technology that enables it from the ground up. Technical and business skills can be acquired on the job; however, attitude and effort are critical to success in this role.

**Job Type**: Fixed term contract
Contract length: 12 months

**Salary**: $45,000.00-$50,000.00 per year

Schedule:

- 8 hour shift

Work Location: Remote

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