Product Support Business Analyst (Saas)

CONTRACT TO HIRE WITH BENEFITS AND PTO - REMOTE

W2 CANDIDATES ONLY PLEASE

REINSURANCE OR INSURANCE INDUSTRY EXPERIENCE IS A BIG PLUS

RATE RANGE - $55-60/hr. plus benefits and PTO (contract to hire)

Product Support Business Analyst

Looking for experience supporting external customers with SaaS software products

This is a Product Support role and is a second line of defense supporting a SAAS custom built automated underwriting software. This person will work with external clients that are having problems with their software and this person will need to ask lots of questions, possibly do UAT and walk through what is going wrong and make it “break” again. Then take all of this detailed information back to the technical team. They will then need to track the process of the dev team fixing it and be the liaison between the team and the customer until the ticket/issue is resolved. Communication is a MUST as they will be communicating with multiple nationalities.

Position Overview

Leads client business studies, ensuring business needs are met within timelines and budgets. Identifies client’s business needs for systems development, performing requirement analysis, documentation of requirements and partners with developers to ensure appropriate solutions are designed. Trains users on system functionality and supports them during all phases of implementation. Occasional consultation with consumers of the application components and working directly with Subject Matter Experts.

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Responsibilities

• Act as Tier 2 escalation for client questions/incidents as assigned, following all processes for documenting issues, communicating with clients, and time reporting.
• Work within the constraints of time, cost, scope and quality. Document workflow and ensure on-going communication and positive working relationship with clients.
• Work to ensure expectations and priorities of clients are met, which may include negotiation of design aspects that will meet or exceed their needs while considering the impact to our SaaS Technologies’ core software.
• Develop test scenarios and test cases as well as assist with review of client data to determine the validity of the data, which includes negotiating possible solutions to problems, offering suggestions to the client, and recommending needed changes to the system. Act as subject matter expert for the client and for our Quality Assurance staff.
• Meet with clients to understand and document the clients’ business needs in the form of formal requirements and/or use cases, and work with the developers/designers to develop appropriate solutions; while ensuring the solution supports all affected business units working within the existing product functionality when at all possible
• Interact with Product Management to document and submit enhancements following formal procedures.
• Create and monitor specifications and requirements for internal/external team members.