Business Solutions Analyst

Responsibilities

• Analyze OIPA business processes and workflows, document requirements, identify issues and recommend solutions.
• Translate business needs into clear functional and non-functional requirements and stories for technical teams.
• Participate in and lead discussions to gather requirements and clarify business objectives.
• Communicate business requirements in simple, non-technical language to business users and in more technical language to IT partners.
• Recognize patterns in complex, multi-step OIPA workflows and identify process improvement opportunities.
• Support the liaison function between business areas and IT to ensure alignment on requirements and solutions.
• Assist with problem‑solving efforts by gathering information, analyzing patterns, and identifying root causes for processes within OIPA, integrations with OIPA, or supporting systems.
• Diagnose and resolve routine system issues, data discrepancies, and common problems with escalation to senior team members as needed.
• Collaborate with developers, data engineers, and IT teams to implement solutions and support preventive measure discussions.
• Document troubleshooting steps, findings, and solutions to build personal knowledge and contribute to organizational resources.
• Escalate issues appropriately when they fall outside OIPA scope or require development‑level intervention.
• Provide clear resolution guidance to business users and support staff with senior review when appropriate.
• Contribute to post‑resolution analysis to identify improvement opportunities under senior guidance.
• Learn troubleshooting methodologies and problem‑solving approaches through mentoring and pairing with senior team members.
• Assist with assessing the impact of proposed changes on operational workflows and end‑users under senior guidance.
• Provide Tier 2 production support and troubleshooting to help ensure OIPA, integrations with OIPA, or supporting systems operates effectively.
• Review incoming support tickets and change requests; categorize them as bugs, enhancements, or new requirements with guidance as needed.
• Assist with prioritization and routing of requests based on business impact and urgency.
• Document user stories and change requests that feed into development and IT roadmaps.
• Investigate, triage, and resolve escalated issues related to OIPA workflows, data processing, and routine system problems.
• Perform root cause analysis across OIPA processes, data pipelines, and common integrations with senior guidance.
• Analyze, research, and document reported problems, resolution steps, and preventive measures.
• Support system maintenance, and release deployment activities under direction.
• Monitor system performance and identify recurring issues for escalation and prevention.
• Collaborate with business stakeholders to support operational stability and follow up on reported issues.
• Troubleshoot OIPA‑related issues with escalation support available for complex scenarios.
• Participate in creation and execution of test plans to validate solutions before production deployment.
• Execute test scenarios and document test results clearly.
• Validate solutions meet documented requirements and specifications.
• Maintain and update support logs and resolution guides tailored to OIPA workflows.
• Document system changes, process documentation, and troubleshooting steps.
• Contribute to FAQs and onboarding materials for new staff and contractors.
• Engage with business users across sales, operations, compliance, underwriting, claims, and financial teams to clarify requirements and validate issues.
• Support requirements documentation and clarification discussions.
• Participate in meetings with stakeholders, team members, and support escalations.
• Document and escalate stakeholder feedback and change requests appropriately.
• Complete assigned projects and tasks, meet deadlines, and adhere to established operating parameters.
• Represent and communicate the mission and values of NGL.
• Comply with conduct, security, and confidentiality policies and expectations.

Requirements

• Bachelor’s degree in Business, Information Systems, Computer Science, or related field preferred.
• A minimum of three years of experience in a Business Analysis, Product Owner, or Production Support role required.
• A minimum of one year of Production Support or Tier 2 Issue Resolution required.
• A minimum of one year of experience working in life insurance or financial services (e. g., policy data, claims, underwriting, actuarial reporting) required.
• A minimum of two years of direct experience working with the OIPA platform or similar life insurance administration system (e. g., FAST), preferred.
• Knowledgeable of Preneed experience highly desired.
• Ability to analyze business processes and translate requirements into technical solutions.
• Understanding of life insurance operations, underwriting, claims, or policy administration workflows.
• Proven experience with Tier 2 Production Support and Issue Resolution.
• Good written and verbal communication skills; ability to communicate with technical and non‑technical audiences.
• Demonstrated ability to work independently and with minimal supervision.
• Strong organizational and project management skills.
• Willingness to learn and develop expertise in OIPA systems.
• Ability to bring stakeholders together and influence at all levels of the organization.
• Excellent analytical, critical thinking and problem‑solving skills.
• Ability to help drive decision making.
• Understand techniques related to diagramming, modeling and prototyping.
• Ability to bring groups of stakeholders together using effective facilitation and presentation skills.
• Proficient in all necessary technology, including computers, software applications including Microsoft Office Tools, Confluence, and JIRA.
• Ability to extract meaning from data.
• Experience working with third‑party vendors.
• Knowledge of insurance data standards and regulatory requirements preferred.
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