Sr Operational Support Analyst in Lansing, Michigan at Michigan Farm Bureau

To lead operational initiatives, system enhancements, and cross-functional projects that support the overall success of the Property/Casualty Customer Service (PCCS) organization. This role serves as a subject matter expert and a key liaison between business teams, IT, and product partners to ensure successful design, testing, and implementation of system and process changes. To drive process improvement and operational effectiveness initiatives that enhance efficiency, service delivery, and customer experience outcomes.

Lead departmental and contribute to corporate projects, including requirements gathering, solution design, testing, resolving issues, implementation activities, and production validation, while partnering with IT, Product Owners, Quality Analysts, and business stakeholders.

Lead production support activities, including testing, validation, implementation readiness, and post-implementation review, while overseeing defect management and enhancement tracking.

Accountable for the successful execution and outcomes of assigned projects, support activities, and process improvements

Support and execute Service Desk Plus (SDP) processes, including triaging, prioritizing, and resolving tickets related to complex system issues and processing errors, while contributing to workflow improvements.

Required

Bachelor's degree in business, operations, insurance, or related field required or equivalent experience may be considered.

Minimum of four to six years of progressive experience in customer service, operations, insurance, or related field required.

Minimum of three years of experience leading projects, workstreams, or cross-functional initiatives required.

Experience in testing, system implementations, or operational change activities required.

Experience in process improvement and workflow optimization required.

Experience working cross-functionally with business and technical teams required.

Experience with project methodologies required.
Willingness to pursue ongoing job-related training and development required.

Preferred

Technical experience with Farm Bureau systems preferred.

P/C Resident Producer license preferred.

Note: If a candidate is not selected, an Operational Support Analyst position may be considered on the level of experience and qualifications. Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

PM19