Note: The job is a remote job and is open to candidates in USA. Renaissance Life & Health Insurance Company of America is seeking a Senior Systems Analyst to support the daily operations, stability, and continuous improvement of its enterprise business systems, particularly its benefits administration system. The role translates business needs into system enhancements, manages defects and incidents, supports integrations and releases, monitors infrastructure, and coordinates with business users, vendors, and IT teams.
Responsibilities
- Listen to business problems and partner with business stakeholders to define and document system enhancements, change requests, and defects
- Manage the workflow, assignment, tracking, and reporting of defects received through the web-based ticket intake system (e.g. Jira) and shared email account
- Create and maintain standard operating procedures, policy documents, knowledge articles, and other support documentation as needed
- Communicate with Renaissance business leaders, stakeholders, and system vendors regarding Production defect status, impact and priority
- Proactively monitor Production system performance, batch jobs and infrastructure components in collaboration with technology vendors
- Support system integrations, both standard file formats (e.g. EDI, flat file) and API-based, and coordinate issue resolution with the appropriate internal teams and vendors
- Plan, coordinate and execute smoke testing for Production code releases and UAT for defect fixes; document results and escalate identified issues
- Triage, communicate, and document urgent Production incidents, including follow-up with technology support vendors regarding root cause and corrective action
- Provide timely system status updates to leadership and business users during system upgrades, Production incidents, and outages
- Plan code releases with technology vendors, including release readiness activities and stakeholder communications
- Coordinate with off-hours vendor support resources to help maintain system stability and release integrity; occasional availability outside of normal business hours may be needed for planned maintenance, urgent Production incidents or vendor coordination
- Identify business-user knowledge gaps and facilitate documentation or knowledge-transfer sessions between Renaissance technology support vendors and business users
- Meet with business leaders and users to identify opportunities to improve system processes, support practices, and integrations
- Provide support for vendor management activities related to cloud infrastructure used by our benefits administration systems
- Perform other related duties as assigned
Skills
- Progressive experience supporting enterprise business applications (preferably benefits administration systems), Production operations or related information technology functions
- Experience gathering, analyzing, and documenting business requirements, system enhancements, change requests and defects
- Experience responding to Production incidents, defect resolution, application releases, testing activities, and stakeholder communications
- Experience working in Agile product delivery models
- Strong written and verbal communication skills with the ability to explain complex system issues and priorities to business leaders, users, vendors and technical teams
- Strong troubleshooting, problem-solving, prioritization and organizational skills
- Ability to operate independently as a senior individual contributor while collaborating effectively across business and technology teams
- Experience creating and maintaining SOPs, support documentation, knowledge articles or related operational materials (e.g. Confluence)
- Experience supporting insurance benefits administration or comparable enterprise business systems is required with experience with the EIS insurance administration platform being preferred but not required
- Working knowledge of Production support practices, including incident triage, defect tracking, root-cause follow-up, batch job maintenance and system-status communication
- Experience using web-based ticket intake, work-management, or service-management tools to assign, track and report support work (e.g. Jira)
- Ability to understand system interfaces, interpret common file formats (e.g. EDI, XML), dependencies, and business-process impacts and to coordinate resolution across internal teams and external vendors
- Familiarity and experience navigating complicated relational databases using MS SQL
- Experience supporting customer-facing web portals, including researching user access issues, navigation or workflow problems, data-display concerns and coordinating resolution with internal teams or vendors
- Strong skills with MS 365 products, especially Excel
- Working knowledge of API testing/debugging tools. Examples include Swagger, Postman and other API clients
- Experience coordinating code releases, smoke testing, validation, and go-live readiness activities
- Experience supporting technology vendors and geographically distributed or off-hours support resources
- Demonstrated ability and willingness to incorporate AI into day-to-day tasks to optimize efficiency, reduce manual effort and improve quality of deliverables
- Bachelor's degree in Information Systems, Management Information Systems, Information Technology, Computer Science, Business Administration or a related field preferred
- Experience supporting insurance benefits administration or comparable enterprise business systems is required with experience with the EIS insurance administration platform being preferred but not required
- Familiarity with cloud-hosted infrastructure and benefits administration-system support is preferred
- Experience with Copilot and Claude strongly preferred
Benefits
- Fully Remote
Company Overview
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