Product Support Analyst

| Chicago

Job Description

bswift, a leader in cloud-based technology and services for employee benefits and health exchanges, is currently seeking a Ongoing Product Support Analyst. The Product Analyst works with our Product Management team to troubleshoot product issues, define future product enhancements and test new features prior to release.

Fundamental Components

  • Liaises with other business groups including Client Services, Sales, Marketing and Software Development to assist with product questions.
  • Contributes to product specifications to help define feature and functionality requirements for product enhancements.
  • Communicates global product issues to the appropriate areas of the company.
  • Triage, investigate and resolve product issues that includes performing analysis to assess root cause of moderately complex client issues. This includes the recreating of the problem and managing the issue to closure.
  • Conducts research to design creative, progressive solutions to system issues that includes developing and communicating effective short term workaround procedures to address system issues.
  • May assist in the development of FAQs, Help Guides, system training materials, and system user documentation  support implementation activities.
  • Supports business area operations/functions by setting up /modifying / maintaining simple to complex.
  • system operating parameters by designing and configuring business rule table entries, and/or SQL scripts.
  • Completes activities on time and within Standard Level Agreements and proactively identifies and communicates issues that may jeopardize delivery dates or budget to the Supervisor or Manager.
  • Determines root cause analysis of system issues. Coordinates with peers to analyze issue and provide end to end resolutions. Performs related duties as assigned or requested.

Background Experience

 

  • At least 6 months of previous work experience that reflects a proven track record of proficiency in the competencies noted. 
  • ​BA degree or equivalent experience. 

Additional Job Information

Tier 1 and Tier 2 ticket troubleshooting is daily activity, so will need to be able to pick items out of a queue and prioritize their own workload.

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Location

10 S Riverside Plaza, Suite 1100, Chicago, IL 60606

What are bswift Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A flexible spending account lets you set aside pretax dollars to help pay for certain types of health care and/or dependent care expenses.
Dental Benefits
Choose between a dental maintenance organization plan and preferred provider organization plan. Both cover certain preventive care services at 100%. They also offer coverage for basic services.
Vision Benefits
You can enroll in a separate vision plan. It covers eyeglasses and contact lenses. Preventive vision exams are covered through the Aetna medical plan.
Health Insurance Benefits
You can choose from three types of medical plans: a health savings account, a health reimbursement arrangement or a hybrid health plan. Certain preventive care services are covered at 100 percent when
Life Insurance
All employees get term life insurance and business travel accident insurance at no added cost. You have the option to buy: Supplemental term life insurance Accidental death and personal loss insura
Wellness Programs
Our employee wellness program offers services such as wellness campaigns, weight-management programs and educational seminars.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
You can save a percentage of your pay in the 401(k) plan, on a pretax and/or Roth after-tax basis. You may participate in the 401(k) plan immediately following your hire.
401(K) Matching
We match a portion of your contribution. You can invest your contributions among various options offered in the plan.
Company Equity
You can purchase Aetna stock at a discount through a payroll deduction. In order to participate, eligible employees must enroll during the enrollment period announced by Aetna.
Vacation & Time Off Benefits
Generous PTO
During your first 3 years at Aetna, you receive the equivalent of 18 days off per year. The longer you work at Aetna, the more time you accrue per month.
Paid Volunteer Time
One of our values is to improve the quality of life in communities through employee volunteerism.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
We encourage professional development. That's why we provide financial support for continuing education. This program covers a portion of tuition and registration fees for a college course.

Additional Perks + Benefits

The following programs, activities, and amenities are available to employees at bswift: complimentary fresh fruit, on-site flu shots, massages during open enrollment season, walking treadmill desk, foosball and ping-pong tables, casual attire, zen room for relaxation and nursing mothers, full week of employee appreciation, and proximity to public transportation • Healthy lifestyle incentive programs - This incentive program is offered to all eligible employees. You can earn up to $500 for healthy eating, physical activity and other healthy behaviors. Family members can also earn incentives • During your first 3 years at bswift, you receive the equivalent of 18 days off per year. The longer you work at bswift, the more time you accrue per month. Company holidays, jury duty, military leave, bereavement and community service time are in addition to your paid time off • You can purchase company stock at a discount through a payroll deduction.

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