Production Support Analyst

Job Description

About American Integrity Insurance

American Integrity Insurance (NYSE: AII) is a leading provider of homeowners insurance, proudly serving over 400,000 policyholders across the Southeast. We are comprised of more than 300 dedicated insurance professionals, with the majority working from our Tampa-area headquarters. Our services are exclusively represented by over 3,000 independent agents, offering sound and comprehensive property and dwelling insurance to families throughout Florida, Georgia, and South Carolina.

Our organization is built on the principle of Strength From Integrity™. We are proud to be recognized as a Top Place to Work in Tampa by the Tampa Bay Times and a Best Place to Work in Insurance by Business Insurance Magazine for twelve consecutive years. Additionally, we have been rated among the Top Workplaces in the USA by USA Today for the past five years.

Our Culture & Values

At American Integrity Insurance, we believe that insurance can be both impactful and enjoyable! Our vibrant company culture is built around six core values: Integrity, Commitment, Teamwork, Humility, Passion, and Fun. We regularly host company picnics, participate in charity events, and prioritize giving back to our community.

As a collaborative team dedicated to providing essential home insurance solutions, we strive for continuous improvement and celebrate each other’s accomplishments. Our mission is to consistently deliver reliable, customer-centric homeowners insurance and ensure timely claim payments when our customers experience a loss – all while upholding our core value of Integrity.

Learn more about American Integrity Insurance and our career opportunities at https://careers.aii.com.

The Opportunity: Production Support Analyst

We are seeking a dedicated and proactive Production Support Analyst to join our IT team. In this critical role, you will be the frontline support for our internal applications and connected APIs, ensuring smooth operations and swift resolution of technical issues. You will play a vital role in maintaining the integrity and availability of our systems, collaborating closely with development, QA, and business stakeholders.

Key Responsibilities

• Manage and prioritize production support and help desk ticket queues, ensuring timely triage, resolution, and escalation of incidents.
• Serve as the primary point of contact for system-related issues impacting internal applications and connected APIs.
• Investigate, analyze, document, and resolve production defects; perform root cause analysis (RCA) and partner with development teams for permanent fixes.
• Collaborate with developers, QA, and business stakeholders to troubleshoot end-to-end technical solutions.
• Support deployment activities by coordinating and executing system releases across various environments (DEV, UAT, PROD).
• Participate in change management processes, including documentation and change review meetings as required.
• Create and maintain technical and process documentation related to known issues, system workflows, and resolutions.
• Develop and modify scripts or queries (as needed) to assist in troubleshooting or resolving production issues.
• Communicate issue status, resolution timelines, and impact clearly to stakeholders at multiple organizational levels.
• Identify opportunities for system and workflow improvements and partner with IT and business teams to implement enhancements.
• Track recurring issues and recommend long-term corrective actions.

Qualifications

Education:

• Bachelor’s Degree in Information Technology, Computer Science, Business, or a related field, or an equivalent combination of education and experience.

Experience:

• Two (2) to Four (4) years of experience in application support, production support, help desk, or technical support roles.
• Preferred: Experience in Property & Casualty (P&C) Insurance.
• Preferred: Experience working in Agile or structured SDLC environments.

Skills and Knowledge

• Strong incident management and ticket triage experience.
• Experience using ticketing systems, with previous experience using JIRA preferred.
• Working knowledge of SQL querying and basic database troubleshooting.
• Familiarity with API integrations and troubleshooting system-to-system communication issues.
• Experience with change management and release processes.
• Ability to perform root cause analysis and document findings clearly.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong collaboration skills across technical and non-technical teams.
• Proficiency in Microsoft Office products.