Job Description

Operations Support Analyst, Assurant-GCC, India
This job is responsible for the administration and support of technologies on various platforms. This position provides support twenty-four hours a day, and seven days a week to all Assurant business partners in the US as well as international sites. Support includes coordination, facilitation, escalation, and communication associated with daily workloads, special requests, incidents, and problems. This position serves as an advocate for Enterprise customers.
We are looking for a detail-oriented critical thinker with advanced forms development, design skills and experience. This position involves developing and testing ruled-based transactional client-letters and insurance documents using Documaker Studio and SmartComm. You will be responsible for meeting tight service-level standards and providing high quality products to our customers and clients. Other duties include working with various data extract files and payloads to build and generate thorough test cases; troubleshooting testing and production issues; accurately analyzing and understanding complex and involved requirements; accurately proofread and validate own work; update SharePoint letter library using MS Word; manage constantly changing and conflicting assignments and priorities.
This position will be Bangalore/Chennai/Hyderabad at our India location.
What will be my duties and responsibilities in this job?

• Under limited direction, provide daily support to the Assurant enterprise in the any of the following areas:

• Desktop Systems
• Voice Systems
• VDI
• Service Management Process
• EFT
• Telecom
• Call Center
• Help Desk
• Print Operations

• Day-to-day support duties include the following:

• Plan, develop, create, deliver, administer, support, configure and monitor technologies on various platforms. - 70%
• Tier 1 interface for managing incidents and problems, solving all levels of complex issues - 15%
• Manage small to large-scale projects of various complexities across the enterprise - 15%

• Creating letters and state filed forms, as indicated by work requests, meeting tight deadlines, and ensuring quality of product.
• Exercise time management in order to fulfill job requirements
• Be able to work independently
• Be able to access and evaluate expectations of work requirements
• Working with Documaker
• Working with SmartComm
• Working with Word
• Working with Excel
• Ability to unit test using extracts files
• Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the company.

What are the requirements needed for this position?

• Must have 4-6 years professional experience in related field and at least 3 years of forms design / development using conditional logic.
• Documaker Studio and DAL script experience a must.
• SmartComm knowledge and experience or strong Javascript skills a must.
• Strong Knowledge of the MS Office suite of products.
• Excellent analytical, problem solving, communication, and collaboration skills.
• Ability to effectively manage multiple assignments and priorities with competing deadlines, while producing high-quality work.
• Must be able to follow and adhere to strict quality standards and complex processes.
• Strong customer service skills include a positive attitude and follow-through.
• Aptitude for quickly learning new software and processes is a must.
• Must be proactive and logical.
• Experience with Agile Methodologies a plus.
• Bachelor's degree in computer science or related area helpful and/or equivalent experience.
• Knowledge of Desktop Systems / Voice Systems / VDI / Service Management Process / EFT / Telecom / Call Center / Helpdesk/Print Protocols
• Basic understanding of All Assurant businesses and their products
• Fluent in all documented procedures
• Ability to fulfill all business-as-usual requests independently
• Capable of documenting procedures for the execution of others
• Ability to investigate and resolve issues/requests not scripted
• Excellent listening, interpersonal, and telephone communications skills
• Good technical writing and communications skills to describe technical problems for problem history
• Ability to be tactful and patient in stressful situations
• Ability to understand the needs of customers by asking the right questions and responding with a sense of urgency
• Analytical and problem-solving skills
• Strong organizational skills