IT Production Support Analyst I (Must live Within Commuting Distance to Rock Island, IL)

Summary: The IT Production Support Analyst position is a professional role requiring moderate skills and delivering high levels of internal customer service through incident and problem management, ticket/escalation management, issue analysis, user training, and basic testing in support of the Society’s technology environment. Individuals in this role will effectively follow defined standards and procedures; balance creative and technical problem-solving, customer service, and collaboration with other personnel within IT so that users throughout the organization – as well as certain external stakeholders – can access and utilize the software and technical resources they need to perform their work.

Essential Duties and Responsibilities: 

• Participate in execution and monitoring of nightly cycle processing – as well as monthly and quarterly valuation processing – for the core policy administration system.


• Serves as the first point of contact for employees to request IT services; documents problems and service requests, resolving them at first contact when appropriate; performs basic root cause analysis of and escalates non-standard service request issues to the appropriate specialists, collaborating with them to ensure resolution.


• Builds and maintains relationships with other IT resources to solicit and document knowledge and information that can assist in closure of incidents and service requests without escalation.


• Participates in the transition to production support process for application and infrastructure system deployments/implementations in order to document instructions and knowledge to aid in triage and escalation of system issues.


• Resolves new business processing known issues and works with internal resources and eApp vendors to resolve new issues.


• Understands and supports the information security policy practices for the organization and provides basic administration of security services for selected infrastructure and application systems.


• Takes ownership of their own escalated service tickets in accordance with procedures and policies, including proper setting and notice to customers of expected service dates and action steps.


• Follows defined procedures for major incident communication, being the liaison between IT and the business.


• Uses defined procedures to resolve known issues within core business applications. 


• Conducts application testing as guided, for incident resolution or service request implementation.


• Creates and maintains knowledge base articles and standard operating procedures to enhance system support.


• Delivers basic end-user training programs to enhance use of installed and supported technology and application systems.


• Available outside regular working hours for monitoring of night cycle processing and to assist in resolving production or implementation problems.


• Other duties as assigned.

Supervisory Responsibilities:

There are no supervisory responsibilities associated with this role.

Qualifications: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Associate degree or equivalent from two-year college or technical school; or related experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses, Designations, Registrations: 

Successful completion of the Life Office Management Association (LOMA) certifications and designations: Customer Essentials Certificate; and Associate, Customer Service (ACS), required. ITIL Foundations Certification, suggested.

Core Competencies: 

To perform the job successfully, an individual should demonstrate the following core competencies: Communicates Clearly and Effectively; Achieves Results; Builds Partnerships; Thinks Strategically; and Adapts to and Promotes Change.

Technical Competencies:

Possesses strong analytical, problem solving, and customer service skills. Demonstrates experience in service desk operations and providing application support.

Computer Skills: Three to five years of direct experience with hardware and software technologies in a customer support setting, including standard Microsoft Office applications, MS SQL queries, Windows server, and workstation operating systems, as well as general business applications. Knowledge of email and phone system operation is desired.

People Skills: Demonstrates the ability to communicate pleasantly and effectively, showing empathy, patience, and sincerity while delivering services. Builds partnerships with other personnel to achieve objectives. Takes pride in helping others.

Mathematical Skills: Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Industry Competencies:

General insurance industry knowledge.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to walk and sit. The employee is frequently required to stand; use hands to finger, handle, or feel and reach with hands and arms. The employee must regularly lift and/or move up to five pounds, frequently lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds.

Work Environment: 

This position offers a hybrid work environment, allowing flexibility to work both from home and in the office. Applicants must live within a daily commuting distance to the Rock Island office. In-office work may vary based on business needs. While the exact frequency of in-office work is subject to change, the role requires adaptability to meet the evolving demands of the business area. The noise level in the office is moderate, providing a comfortable environment for focused work. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable on-site accommodation may be made to enable individuals with disabilities to perform the essential functions. The organization values work-life balance and strives to maintain a flexible and collaborative environment for all employees.

The candidate's starting pay will fall within the salary range provided and is determined based on job-related factors, including, but not limited to, the experience; qualifications, licensure and certifications; knowledge; skills; business and organizational needs; and market conditions.  Candidates with the minimum necessary experience, qualifications, knowledge, and skillsets for the position should not expect to receive the upper end of the pay range.  It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

We offer a comprehensive package of benefits including paid time off, health and dental insurance, and 401(k) to eligible employees. You can find more about our benefits at: https://flimp.live/RNAbenefitshowcase

Additionally, this position is incentive eligible with a target based on company performance, and/or individual results achieved; the specific incentive plan and target amount will be determined on the role. 

The date of the posting can be found on Royal Neighbors of America's career page at the top of each job posting.