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National Guardian Life Insurance Company · 8 hours ago

Production Support Analyst (Hybrid - In Office 10 days/Month)

Madison, Wisconsin, United States

Full-time

Hybrid

Mid Level

3+ years exp

National Guardian Life Insurance Company (NGL) has been a leading independent life insurance company since 1909. They are seeking a Production Support Analyst to focus on reporting and provide Tier 2 support for reporting operations, ensuring data accuracy and enhancing reporting solutions.

InsuranceLife Insurance

Responsibilities

Investigate and resolve Tier 2 issues related to dashboards, reports, and data extracts used by underwriting, claims, and policy teams

Perform 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 incoming support tickets and categorize them as bugs, enhancements, or new requests

Prioritize and route tickets to appropriate teams based on business impact and urgency

Partner with business users (e.g., sales, operations, compliance, financial) to clarify reporting requirements and validate changes

Document user stories, change requests, and resolution steps

Monitor report performance and proactively identify recurring issues

Validate data accuracy and ensure alignment with regulatory and operational definitions

Maintain support logs, resolution guides, and FAQs tailored to life insurance reporting workflows

Share knowledge with Tier 1 support and contribute to onboarding materials for future contractors or team members

Qualification

SQLBI toolsData reportingTicketing systemsDocumentation toolsProblem-solvingAgile frameworkITIL frameworkETL processesData validationCrystal ReportsSSISSSRSLife insurance dataCommunication skills

Required

Experience in data reporting, BI support, or technical analysis

Proficiency in SQL and BI tools (e.g., Power BI, Tableau, QuickSight)

Experience with ticketing systems (e.g., JIRA, ServiceNow) and documentation tools (e.g., Confluence)

Strong problem-solving and communication skills

A minimum of three years of experience in data reporting, BI support, or technical analysis required

Experience working in life insurance or financial services (e.g., policy data, claims, underwriting, actuarial reporting) required

Preferred

Prior experience in Crystal Reports

Prior experience supporting reporting systems in a regulated industry

Knowledge of life insurance data structures (e.g., policy lifecycle, claims, sales, premium calculations)

Familiarity with Agile or ITIL frameworks

Proficiency in SSIS and/or SSRS preferred

Familiarity with ETL processes and data validation preferred

Preferred: 4 Year /Bachelor Degree

Bachelor of Business degree or relevant work experience can be substituted

Benefits

20 days of Paid Time Off growing to 25 days after 5 years

11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)

Health care, dental and vision plans

Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account

Annual bonus based on company performance

Paid Parental Leave

401(k) match up to 9%

Paid Sabbatical after 8 years

Paid Volunteer Time

Education Assistance Program

Employee Recognition Program

And much more!

Company

National Guardian Life Insurance Company

Since 1909, National Guardian Life Insurance Company (NGL) has been one of America’s most successful and highly rated independent life insurance companies.

Founded in 1909

Madison, Wisconsin, USA

201-500 employees