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Carex Consulting Group Logo Carex Consulting Group · IT - Administration

Production Support Analyst

United States, Madison · Job Posted January 13, 2026
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Job Description

This hybrid position requires on-site presence in Madison, WI, 10 days per month (no fixed schedule required). The role is focused on reporting operations and Tier 2 support, responsible for resolving escalated issues, ensuring data accuracy, monitoring report performance, and collaborating across business and technical teams to support and enhance reporting solutions.

Job Responsibility

  • Triage and resolve Tier 2 reporting issues related to dashboards, reports, and data extracts across underwriting, claims, and policy teams
  • Conduct root cause analysis across data pipelines, report logic, and business processes
  • Collaborate with BI developers, actuaries, and data engineers to implement fixes and enhancements
  • Review and classify incoming support tickets as bugs, enhancements, or new requests
  • prioritize and route based on business impact
  • Partner with stakeholders in sales, operations, compliance, and finance to clarify reporting needs and validate deliverables
  • Monitor report performance and proactively identify and mitigate recurring issues
  • Validate data accuracy and ensure consistency with operational and regulatory definitions
  • Maintain and update support logs, resolution guides, and FAQs tailored to life insurance reporting workflows
  • Share knowledge with Tier 1 support and contribute to onboarding resources for new team members

Requirements

  • Minimum of 3 years of experience in data reporting, BI support, or technical analysis
  • Experience working with life insurance or financial services data (e.g., policy data, claims, underwriting, actuarial reporting)
  • Proficiency in SQL and business intelligence tools such as Power BI, Tableau, or QuickSight
  • Familiarity with ticketing systems (e.g., JIRA, ServiceNow) and documentation tools (e.g., Confluence)
  • Strong analytical thinking, communication, and problem-solving skills
  • Preferred experience with Crystal Reports, SSIS, SSRS, and ETL/data validation processes
  • Knowledge of life insurance data structures and terminology
  • Familiarity with Agile or ITIL frameworks
  • Bachelor’s degree preferred, or equivalent experience

Nice to have

  • Preferred experience with Crystal Reports, SSIS, SSRS, and ETL/data validation processes
  • Knowledge of life insurance data structures and terminology
  • Familiarity with Agile or ITIL frameworks
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