Business Systems Analyst I (Production Support) - Remote

Mutual of Omaha is seeking a Business Systems Analyst I to support its Production Support Triage Team. The role provides routine customer service and service desk support, analyzes and resolves or escalates issues, manages incoming tickets, and partners with technical teams to improve documentation and user outcomes.

Responsibilities:

• Capture, develop and leverage vital knowledge to create value and enhance organizational performance
• Communicate and present information effectively across support channels, both through written communications and verbally
• Build strong understanding of supported systems, workflows, platform functionality, updates, and operational processes
• Partner with peers, technical teams, and leaders to resolve issues, identify trends, improve documentation, and support better user outcomes
• Analyze reported issues, apply critical thinking, follow structured procedures, and resolve or escalate appropriately
• Manage incoming tickets with a strong focus on delivering exceptional customer service, while meeting service level agreements

Requirements:

• 2+ years of experience in (or Exposure to) business analysis, production support, or similar capacities
• Understanding of the business and technical processes needed to meet/exceed business objectives including familiarity with Agile/Scrum
• Ability to organize and deliver tasks and projects in a timely manner
• A focus on accuracy, responsiveness, and professionalism in day-to-day interactions
• Ability to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico
• Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico
• Able to travel occasionally (approximately 5–10% annually) to attend events and in-person meetings (travel reimbursed)
• Two or more years of experience in supporting API, EDI and third-party integrations
• Experience working with GSAP, GIFS, and/or FINEOS
• Prior experience working in the insurance industry