Sr. Support Analyst

Who We Are: 

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

 

Summary:

This role is primarily responsible for the oversight of NFP’s MGA business in the areas of support, training, implementation, development, analysis, and standardization. In doing so would serve as a key role in supporting our day-to-day operational and implementation teams by fostering positive and collaborative relationships between vendor & carrier partners, NFP leadership, the MGA support team and its end users.

Key duties include managing the support team and partnering with the implementation team on new agency onboards and adoption of new integrated applications and optimization of existing platforms. Additional responsibilities include assistance with questions and requests from field offices that may flow through the MGA Help Desk, lead meetings, support training needs, and special projects.

 

Essential Duties and Responsibilities:

MGA Business Support

• Provide structure and guidance to the current and future NFP MGA programs as a subject matter expert.
• Manage support team that serves all MGA users. Ensure the established support workflows and SLAs are achieved.
• Govern the development of the knowledge base library associated with MGA management and integrated systems and other supporting workflows.
• Foster relationships with MGA carrier partners to identify their custom reporting needs.
• Manage, maintain, upgrade, and deploy solutions based on organizational requirements for MGAs within the digital eco systems.
• Lead testing efforts of configuration, manage user testing, and other changes in IMS and other MGA integrated systems to ensure positive outcomes.
• Create and execute plans to identify opportunities routinely and continuously for improvement of existing support model and processes of MGA Support.
• Facilitate meetings with internal and external stakeholders on all things MGA Systems.

Implementation Support

• Serve as subject matter expert to implementation lead relative to MGA integrated systems.
• Provide support to training efforts through document production and delivery of instruction as needed with MGA integrated systems.
• Establish and maintain effective cross-collaboration with the MGA business, and carrier and vendor partners throughout the onboarding process to ensure successful deployment.
• Collaborate with NFP Implementation Lead to evaluate options and define standards for engagement of new integrated applications and develop an implementation playbook for future deployments
• Assist with related special projects, such as mapping, work order creation, business requirement documentation, report development, gap analyses and other initiatives as assigned by management.

 

What We Offer:

We’re proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $61,000.00-$92,000.00. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

 

NFP and You… Better Together!

 

NFP is an inclusive Equal Employment Opportunity employer.