Business Analyst II at internal in US-Remote

Job description

• We’re seeking a detail-oriented Business Analyst II with Small Commercial experience to join the Escalation Team. In this role, you’ll investigate and coordinate resolution of complex system issues. You’ll apply technical analysis and underwriting context to identify root causes, distinguish defects from expected behavior or process gaps, and partner with business and technical teams on appropriate next steps. You’ll also document resolutions, business impact, and recommended actions clearly to support efficient decision-making, reduce repeat issues, and strengthen the overall support experience.

Responsibilities

• Analyzes information to identify trends, patterns, gaps, and insights using descriptive analytics.
• Investigate, diagnose, and resolve escalations for system-related issues of moderate to high complexity in a timely manner; escalating appropriately when needed.
• Prioritize, track, and resolve tickets in the service management tool.
• Maintain service levels and clear, timely stakeholder communication.
• Provide day-to-day guidance and coaching to user-facing support teams on system functionality, access and security procedures, issue triage, and new releases.
• Collaborate cross-functionally with stakeholders (IT, Delivery, Underwriting, IA Distribution) to translate business impact into actionable information.

Requirements

• Several years of experience supporting users of multiple commercial insurance systems as part of a technical support team in a production environment, ideally within AISG or UWHD, commercial insurance, or financial services.
• Strong business acumen and understanding of quoting processes, terminology, rating systems, and controls.
• Strong troubleshooting skills with the ability to analyze logs/data, reproduce issues, and identify root causes.
• Experience with ticketing/service management tools (e.g., Salesforce, ServiceNow, JIRA) and changing control processes.
• Displays effective research, problem solving, analytical, critical thinking, influencing, relationship management, and presentation skills.
• Excellent verbal and written communication skills; ability to work with both technical and non-technical stakeholders.
• Strong attention to detail, organization, and time management; ability to manage multiple priorities and meet deadlines.
• Displays effective research, problem solving, analytical, critical thinking, influencing, relationship management, and presentation skills.
• Solid business operations knowledge to include understanding the function s value chain and market conditions.
• Ability to support change and impart value within an organization.
• Solid project management skills as part of implementing business process changes.
• Strong knowledge of Excel.
• Knowledge of available data sources, strengths and shortcomings.
• Solid knowledge of database software preferred.
• Knowledge of business intelligence tools preferred.
• Competencies typically acquired through a Bachelor s degree or equivalent experience in addition to 2+ years of relevant experience to include business analysis work
• Familiarity with underwriting-specific systems or integration platforms.
• Experience in a regulated environment with an understanding of compliance implications.

Skills

Required

• Strong knowledge of Excel.