Production Support Analyst - BI & Insurance (Madison, WI)

The Production Support Analyst focuses on reporting and serves as Tier 2 support for reporting operations. This role is responsible for triaging escalated issues, ensuring data accuracy, monitoring report performance, and collaborating with business and technical teams to maintain and enhance reporting solutions. Additionally, the analyst documents and maintains support logs and issue resolution guides.

Production Support and Issue Resolution

• Investigate and resolve Tier 2 issues related to dashboards, reports, and data extracts used by underwriting, claims, and policy teams.
• Perform root cause analysis across data pipelines, report logic, and business processes.
• Collaborate with BI developers, actuaries, and data engineers to implement fixes and enhancements.

Request Intake and Classification

• Review incoming support tickets and categorize them as bugs, enhancements, or new requests.
• Prioritize and route tickets to appropriate teams based on business impact and urgency.

Stakeholder Engagement

• Partner with business users (sales, operations, compliance, finance) to clarify reporting requirements and validate changes.
• Document user stories, change requests, and resolution steps.

Monitoring and Quality Assurance

• Monitor report performance and proactively identify recurring issues.
• Validate data accuracy and ensure alignment with regulatory and operational definitions.

Documentation and Knowledge Transfer

• Maintain support logs, resolution guides, and FAQs tailored to reporting workflows.
• Share knowledge with Tier 1 support and contribute to onboarding materials for future team members.
  
  

Knowledge, Skills, and Abilities

• Experience in data reporting, BI support, or technical analysis.
• Proficiency in SQL and BI tools (Power BI, Tableau, QuickSight).
• Experience with ticketing systems (JIRA, ServiceNow) and documentation tools (Confluence).
• Strong problem-solving and communication skills.

Preferred Qualifications

• Experience with Crystal Reports.
• Prior experience supporting reporting systems in a regulated industry.
• Knowledge of life insurance data structures (policy lifecycle, claims, sales, premium calculations).
• Familiarity with Agile or ITIL frameworks.
• Proficiency in SSIS and/or SSRS preferred.
• Familiarity with ETL processes and data validation preferred.
  
  

• Education: Bachelor's degree preferred or equivalent experience.
• Experience: Minimum 3 years in data reporting, BI support, or technical analysis.
• Experience working in life insurance or financial services (policy data, claims, underwriting, actuarial reporting) required.
  

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com.

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you.

Beacon Hill. Employing the Future™