Production Support Analyst

Production Support Analyst role at Carex Consulting Group

W2 only, no C2C, must be authorized to work in the US (both now and in the future).

Production Support Analyst (Contract) – Hybrid in Madison, WI. 1‑year contract opportunity. Requires on‑site presence 10 days per month (no fixed schedule). The focus is on reporting operations and Tier 2 support, resolving escalated issues, ensuring data accuracy, monitoring report performance, and collaborating across business and technical teams.

• Triage and resolve Tier 2 reporting issues related to dashboards, reports, and data extracts across underwriting, claims, and policy teams.
• Conduct root cause analysis across data pipelines, report logic, and business processes.
• Collaborate with BI developers, actuaries, and data engineers to implement fixes and enhancements.
• Review and classify incoming support tickets as bugs, enhancements, or new requests; prioritize and route based on business impact.
• Partner with stakeholders in sales, operations, compliance, and finance to clarify reporting needs and validate deliverables.
• Monitor report performance and proactively identify and mitigate recurring issues.
• Validate data accuracy and ensure consistency with operational and regulatory definitions.
• Maintain and update support logs, resolution guides, and FAQs tailored to life insurance reporting workflows.
• Share knowledge with Tier 1 support and contribute to onboarding resources for new team members.

• Minimum of 3 years of experience in data reporting, BI support, or technical analysis.
• Experience working with life insurance or financial services data (e.g., policy data, claims, underwriting, actuarial reporting).
• Proficiency in SQL and business intelligence tools such as Power BI, Tableau, or Quick Sight.
• Familiarity with ticketing systems (e.g., JIRA, Service Now) and documentation tools (e.g., Confluence).
• Strong analytical thinking, communication, and problem‑solving skills.
• Preferred experience with Crystal Reports, SSIS, SSRS, and ETL/data validation processes.
• Knowledge of life insurance data structures and terminology.
• Familiarity with Agile or ITIL frameworks.
• Bachelor’s degree preferred, or equivalent experience.

Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.