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Farm Bureau Mutual Insurance Company of Michigan Production Support Analyst in Lansing, Michigan

br/bFarm Bureau Mutual Insurance Company of Michigan/bbr/br/bJob ID:/b 2021-3151br/b# of Openings:/b 1br/bLocation:/b Lansing, MIbr/bCategory:/b Information Technologybr/bCompany Name:/b Farm Bureau Mutual Insurance Company of Michiganbr/bStatus:/b Regular Full-Timebr/bWork Hours:/b Monday-Friday, 8:00 a.m.-4:30 p.m.br/bSalary Minimum:/b USD $56,445.00/Yr.br/br/bOBJECTIVE/bbrbrTo manage the day-to-day aspects and solution cycles of multiple moderate to complex defects (problems) through the analysis of customer/client system incidences and business impacts. To present strategies for business impact workarounds and long-term solutions while championing the importance of WOW! Customer Service organization-wide. To demonstrate in-depth knowledge of the business and all business systems, as well as excellent collaboration and negotiation skills transferable across multiple organizational levels.brbrbRESPONSIBILITIES/bbrbrWork with the Response Center to provide leadership and guidance through the four phases of incident resolution: Assessment, Containment, Resolution, and Closure.brbrEstablish and document best practices to communicate incident statuses and serve as main contact for escalated issues organization-wide including agents and agent staff.brbrProvide leadership and guidance through the end-to-end problem management process by analyzing business unit impacts and priorities and making recommendations for workarounds and long-term solutions.brbrbQUALIFICATIONS/bbrbrRequired: Bachelor's degree with a major in insurance, business, technology or related field of study required, or equivalent experience may be considered. Experience with Microsoft Office Excel, Word and PowerPoint required. Experience with incident management and leading the IT defect triage process required. Working knowledge of Service Desk Plus, Guidewire Billing Center, Guidewire Policy Center, Guidewire Contact Manager, Farm Bureau Legacy Systems, and other internal products required. Ability to consistently make sound judgments and decisions in a fast-paced, challenging and high stress environment required. Excellent coordination and mediation skills among and between large groups of technical and non-technical business area owners required. Negotiation and facilitation skills required. Willingness to pursue continuing job-related training and education required. brbrPreferred: Strong background in project methodology, project management, business analysis, testing, and project governance preferred. Two to five years management experience preferred. brbrPM19br/br/bAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran./bbr/ img src="https://analytics.click2apply.net/v/2VJkxQCBDwVyi58HDnw7" brbrPI128359296