Production Support Analyst

About Us:

American Integrity Insurance (NYSE: AII) is a leading provider of homeowners insurance, proudly serving over 400,000 policyholders across the Southeast. Comprised of more than 300 insurance professionals, most of whom work in our Tampa-area headquarters, and exclusively represented by more than 3,000 independent agents, we offer sound and comprehensive property and dwelling insurance to families throughout Florida, Georgia, and South Carolina. Our organization derives its Strength From IntegrityTM, and we are proud to have been recognized as a Top Place to Work in Tampa by the Tampa Bay Times and a Best Place to Work in Insurance by Business Insurance Magazine for the past twelve years. We have also rated among the Top Workplaces in the USA by USA Today for the past five years.

A Day in the Life:

Who knew Insurance could be this fun? From company picnics to charity events, no one can ever say American Integrity Insurance doesn't understand the importance of having fun, helping others, or giving back. Our company culture is priceless, and it's built around our six core values: Integrity, Commitment, Teamwork, Humility, Passion, and Fun. As a team working to provide home insurance solutions to our policyholders, together we aim to achieve greater heights each day and celebrate each other's accomplishments along the way. It is our mission to continue providing reliable, customer-centric homeowners insurance and paying claims in a timely manner when our customers suffer a loss – and to do so with Integrity.

Learn more about American Integrity Insurance and our job opportunities at https://careers.aii.com.

Title: Production Support Analyst

You'll Report To: Manager of IT Business Analysis

The Production Support Analyst is responsible for managing and resolving application support tickets and production incidents for American Integrity’s internal Policy, Claims, and Billing administration applications and integrated APIs. This role serves as the frontline support liaison between business users and the IT development team, ensuring system stability, timely issue resolution, and continuous improvement of our applications and workflows.

This position plays a critical role in maintaining production system performance, supporting system releases, troubleshooting defects, and coordinating with cross-functional teams to minimize operational disruption.

• Manage and prioritize production support and help desk ticket queues, ensuring timely triage, resolution, and escalation of incidents.
• Serve as the primary point of contact for system-related issues impacting internal applications and connected APIs.
• Investigate, analyze, document, and resolve production defects; perform root cause analysis (RCA) and partner with development teams for permanent fixes.
• Collaborate with developers, QA, and business stakeholders to troubleshoot end-to-end technical solutions.
• Support deployment activities by coordinating and executing system releases across various environments (DEV, UAT, PROD).
• Participate in change management processes, including documentation and change review meetings as required.
• Create and maintain technical and process documentation related to known issues, system workflows, and resolutions.
• Develop and modify scripts or queries (as needed) to assist in troubleshooting or resolving production issues.
• Communicate issue status, resolution timelines, and impact clearly to stakeholders at multiple organizational levels.
• Identify opportunities for system and workflow improvements and partner with IT and business teams to implement enhancements.
• Track recurring issues and recommend long-term corrective actions.

Education: Bachelor’s Degree in Information Technology, Computer Science, Business, or related field, or equivalent combination of education and experience.

Experience: Two (2) to Four (4) years of experience in application support, production support, help desk, or technical support roles. Experience in Property & Casualty (P&C) Insurance, preferred. Experience working in Agile or structured SDLC environments, preferred.

Skills and Knowledge:

• Strong incident management and ticket triage experience.
• Experience using ticketing systems, with previous experience using JIRA preferred.
• Working knowledge of SQL querying and basic database troubleshooting.
• Familiarity with API integrations and troubleshooting system-to-system communication issues.
• Experience with change management and release processes.
• Ability to perform root cause analysis and document findings clearly.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong collaboration skills across technical and non-technical teams.
• Proficiency in Microsoft Office products.

Schedule: 8:30-5:30pm, M-F.  #LI-Onsite

Working Conditions: Normal business office environment.  Must be able to remain in a stationary position for periods of time while constantly operating a computer and or other office productivity machinery such as a calculator or telephone.  The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery or communicate with coworkers.

Travel: Minimum, as required.

ADA: The above statements cover what are generally believed to be the principal and essential functions of this job.  Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of job duties. 

American Integrity Insurance Group is an Equal Opportunity Employer.