The primary role for the Senior Business System Analyst is to support applications, services and clients 24x7 by recommending and implementing system enhancements, monitoring services and application performance to promote efficiency, compliance and growth. In addition, contributes expertise in business processes and system functionality.  This includes providing first level of support responding to services and client issues and coordinating activities with other team members across multiple teams to ensure committed level of application / services availability are met to mitigate client risks. This person will also assure the appropriate level of observability, controls and performance metrics are available to satisfy client commitments. In addition to perform technical tasks to troubleshooting issues, including querying databases, analyzing services integration logs, and performing manual tests and document results.

Primary Job Responsibilities

Overall responsibilities:

The Production Support Analyst will be responsible for monitoring and maintaining the health of various business applications, responding to incidents, and providing technical support to ensure smooth operations. This role requires close collaboration with clients, business stakeholders, and technical teams to address and resolve issues efficiently.

Production Support / Incident Response

- Respond promptly to all reported incidents, staying connected to monitor and address production issues during and after business hours. Acknowledge incidents to clients, assess their severity, perform initial verifications on our platforms, and determine if immediate escalation is necessary.

- Investigate logs and application databases to diagnose and resolve issues such as policy, pricing, claims, notification failures, and performance issues.

- Coordinate with the global technical production support team as required.

- Communicate with clients regarding deployment activities such as scheduled service interruptions, disaster recovery exercises, and patch applications.

- Assist the scrum team in resolving reported bugs and prioritize tasks based on availability after primary responsibilities are covered.

Analysis and Reporting

- Analyze daily, weekly, and monthly reports from client to identify error patterns and root causes.

-Prepare and distribute periodic reports on application metrics, issues reported/resolved, and service performance.

Monitoring and Proactive Control

-Review the Dynatrace and Azure App Insights performance monitors to have proactive control of service degradation situations of both the application and the infrastructure.

-Create new monitoring metrics and associated alerts as needed.

-Closely work with Observability consultant at the technical global production support team to add additional observabilities as needed.

Build Knowledge base.

-Build a knowledge base repository including runbooks and procedure, which will describe the processes that the team routinely executes and also the most common cases for addressing reported errors, so that this information serves as a basis for future collaborators onboarding.

Qualifications Required

• Requires 6 + years of Business Systems Analyst experience in an Information Technology environment, or equivalent work experience.
• Experience in the technical and business Agile project implementation is preferred.
• Bachelor’s degree on Computer Science or similar.

Required skills:

• Proven experience in a technical support role, preferably within an e-commerce or online services environment.
• Experience with Azure DevOps (ADO)
• Experience reading and analyzing API Response, JSON data and HTML code
• Experience with tools like SOAP UI and POSTMAN
• Strong technical skills in SQL querying Oracle databases
• Knowledge of Azure Cloud and familiar with multi-tier .Net applications
• Some programming experience is required.
• Proficiency with monitoring tools such as Dynatrace, Azure App Insights, and Datadog.
• Requires excellent communication, analytical and negotiation skills; Excellent oral, writing, and presentation skills to effectively communicate technical information to all levels of internal and external teams including external partners, infrastructure and developers.
• Strong analytical skills, self-motivated, very strong work ethic, ability to switch effortlessly between business and technical terminology, learn quickly, multitask and meet deadlines.
• Ability to work independently in a 24x7 support model, demonstrating strong problem-solving and analytical abilities.
• Relies on experience and judgment to plan and accomplish assigned tasks and goals.
• Background in software development or a related field.
• Multi-lingual, ability to communicate well in English and Spanish language.

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

For further information about Assurant, please visit our website: https://www.assurant.com/