Production Support Analyst (Hybrid - In Office 10 days/Month)

We are adding a Production Support Analyst to our team!  This is a hybrid position requiring individuals to work in office 10 days per month; or as needed for business needs.  

Who We Are:

Since 1909, National Guardian Life Insurance Company (NGL) has been one of America’s most successful and highly rated independent life insurance companies. We specialize in a suite of innovative products for life’s journey, giving people the financial stability, careful guidance and peace of mind to lead a life filled with confidence, dignity and grace.

NGL's Core Values – integrity, dependability, collaboration, compassion and growth are a foundation of our company and help to build on the interactions we have with our policyholders, partners, funeral homes and each other. We believe in creating an inclusive, welcoming environment for all where diversity is celebrated, and everyone is encouraged to live their best, most authentic self. We offer Employee Resource Groups for employees to get involved, learn, network, and offer professional and personal development opportunities.

With over 100 years of experience, our passion is to serve people. Learn more. 

Work Environment: NGL offers a flexible work environment where employees can work fully remote, hybrid or onsite at our Madison, Wis. office. We support virtual working arrangements in certain states outside of WI.

A Day in the Life:

The Production Support Analyst is heavily focused on reporting and serves as a Tier 2 support for reporting operations. This position 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 that support the business and external partners. In addition, this role documents and maintains support logs and issue resolution guides.

Primary Responsibilities: 

• 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 (e.g., sales, operations, compliance, financial) 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 life insurance reporting workflows.
  • Share knowledge with Tier 1 support and contribute to onboarding materials for future contractors or team members.

Essential to Your Success:

• Experience in data reporting, BI support, or technical analysis
• Proficiency in SQL and BI tools (e.g., Power BI, Tableau, QuickSight)
• Experience with ticketing systems (e.g., JIRA, ServiceNow) and documentation tools (e.g., Confluence)
• Strong problem-solving and communication skills
• Preferred Qualifications:
  • Prior experience in Crystal Reports
  • Prior experience supporting reporting systems in a regulated industry
  • Knowledge of life insurance data structures (e.g., 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 Requirements:

• Preferred: 4 Year /Bachelor Degree
  • Bachelor of Business degree or relevant work experience can be substituted

Years of Experience:

• A minimum of three years of experience in data reporting, BI support, or technical analysis required..
• Experience working in life insurance or financial services (e.g., policy data, claims, underwriting, actuarial reporting) required.

What We Offer:

At NGL, we provide a comprehensive Total Rewards package that includes competitive base pay and benefits designed to offer solutions to help meet your unique life needs.

Benefits:

• 20 days of Paid Time Off growing to 25 days after 5 years
• 11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
• Health care, dental and vision plans
• Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account 
• Annual bonus based on company performance
• Paid Parental Leave
• 401(k) match up to 9%
• Paid Sabbatical after 8 years
• Paid Volunteer Time
• Education Assistance Program
• Employee Recognition Program
• And much more!

NGL is committed to creating a diverse environment and is an Equal Opportunity Employer. Qualified applicants will be considered for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

NGL is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [email protected].