Job Description

Operations Support Analyst

Job Summary

Seeking a highly motivated and detail-oriented Operations Support Analyst to join a team. The ideal candidate will play a critical role in supporting key operational systems, reporting, vendor oversight, and process improvement initiatives. This position involves developing training materials, maintaining accurate workflows, and assisting with cross-departmental projects. The role requires a high level of trust and professionalism, as it involves handling sensitive operational data, user permissions, and confidential information.

Compensation Package

• A market-competitive salary
• Comprehensive health, dental, and vision insurance
• Paid time off and holidays
• Professional development opportunities

Responsibilities

• Learn and support internal systems, serving as a resource for staff.
• Test, validate, and document system changes and automation rules.
• Identify operational gaps and recommend process improvements.
• Maintain internal forms, workflow tools, and documentation.
• Develop and update Standard Operating Procedures (SOPs), FAQs, guides, checklists, and training videos.
• Provide onboarding and ongoing training for staff as workflows and systems evolve.
• Prepare and validate recurring operational reports with accuracy.
• Analyze data trends and identify gaps to improve operational efficiency.
• Serve as the primary contact for operational vendors, including training, monitoring, and auditing vendor work.
• Review vendor performance metrics and escalate issues as needed.
• Support cross-departmental initiatives involving underwriting, service, IT, and other teams.
• Coordinate project tasks, including testing, documentation, and feedback.
• Lead smaller initiatives or assist with larger operational projects.
• Handle sensitive information with professionalism, ensuring confidentiality and adherence to security standards.
• Maintain user permissions and safeguard operational data.

Qualifications/Requirements

• Proven experience in operations, systems support, or business analysis.
• Proficiency in Microsoft Excel; familiarity with Power BI is a plus.
• Strong ability to learn new systems quickly and troubleshoot effectively.
• Excellent written and verbal communication skills.
• Comfortable with training staff and presenting information clearly.
• Highly detail-oriented with strong organizational and follow-through skills.
• Demonstrated ability to handle confidential information responsibly.

Competencies

• Strong attention to detail and organizational skills.
• Logical problem-solving abilities and adaptability to shifting priorities.
• Clear and effective communicator with a collaborative mindset.
• Trustworthy, discreet, and consistent in handling sensitive data.

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