About the role

The Business Analyst empowers customers to succeed with the Standard Commercial Underwriting Platform (SCUP) applications and processes. They will act as a liaison, providing application and process information and resolving problems the customer may face. Business Analysts should have sound knowledge of the applications and processes, which will help them get to the context and cause of problems quickly and suggest a solution to the customer right away. If the issue the customer is facing is beyond the immediate scope of the support representative, they should escalate the problem to the right internal team(s) and follow up with them regularly for updates on the progress. The support representatives will work closely with internal teams to provide user acceptance of monthly updates and fixes deployed to the SCUP applications, as well as raise improvement and enhancement ideas. The System Support Representative will report to the System Support Manager.

Job Responsibilities

Respond to customer queries in a timely and accurate way, via phone, email or chat
issues to the appropriate internal teams
Maintain internal logs Identify customer needs and help customers use specific features
Take ownership of customers problems and be the single point of contact for all enquiries related to the troubleshooting procedure
Resolve product or service problems by clarifying the customer’s issue, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
Escalate unresolved with information about customer issues, resolutions and useful discussions with customers
Share feature requests and effective workarounds with customers and team members
Inform customers about new features and functionalities
Assist in training customers in new features and workarounds
Coordinate UA test case creation and execution for incident/problem fixes and monthly release testing
Document results of the UA test execution and communicate with the developers regarding the deviations
Document the test results and deviations
Recommend potential features and enhancements to management by collecting customer information and analyzing customer needs
Document resolutions and workarounds in the form of help content or solution articles so that they can be leveraged by others
Maintain North Star L5 processes, system process flows, SOP’s, controls, training and other business process documentation

Qualifications

Ability to work independently and at times directly or indirectly with global business, data, operations, and technology teams; gathering, assembling, analyzing and evaluating facts, data and other information in order to support sound decisions; and serve as contact point for a single or multiple enterprise defined data/business domains.
Ability to provide necessary support to enable architects, technical and business system analysts to formulate and implement technical solutions
The candidate should possess excellent organization skills, communicating skills and help facilitate in arriving to key business decision-making.
Comfortable with a dynamic environment that has continuously changing priorities
Ability to develop traditional and non-traditional solutions to meeting conflicting priorities

Ideal Experience

Bachelor's Degree in Business Administration, Data Science, Finance, Information Technology and/or Computer Science or equivalent combination of work experience and education
Strong business knowledge preferably in commercial insurance
Fundamental understanding of the insurance process, life cycle and lexicon
High level/advanced proficiency of Microsoft Office products required. Knowledge of other software packages/platforms (e.g. SQL, Informatica, SAS, GIS etc) preferred
Experience with Agile methodology helpful

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of belonging

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email tocandidatecare@aig.com.

Functional Area:

OP - Operations

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

National Union Fire Insurance Company of Pittsburgh, Pa.