Claims Enablement Analyst

Job Description

REQUIREMENTS

• Bachelor’s degree in insurance, business, or related field, or equivalent relevant experience
• Two experience in Claims operations, claims systems support, help desk, process improvement, or project management or relevant experience
• Prior Claims systems experience
• Guidewire Claim Center experience preferred
• Prior project management experience with JIRA preferred
• Strong knowledge of property and casualty insurance and terminology
• Strong knowledge of computers and claims systems
• Strong knowledge of agile methodology
• Good understanding of application software
• Ability to work on multiple projects simultaneously
• Strong interpersonal skills and conflict resolution abilities
• Ability to distill and communicate complex issues for technical and non-technical audiences
• Excellent customer service skills
• Strong verbal and written communication skills, including documentation and presentation skills
• Strong analytical, problem solving and organization skills

RESPONSIBILITIES

• Serves as subject matter expert for the Claims Help Desk on complex claims systems, administration, and technical issues
• Triage and resolve escalated issues, using diagnostics and root cause analysis (system, process, or training)
• Deliver timely, accurate resolutions and recommend appropriate workarounds when needed
• Partner with Help Desk and IT teams to support issue resolution and system improvements
• Develop and maintain training materials, job aids, and procedural documentation
• Collaborate with Claims Training to create resources and deliver user training
• Act as liaison between Claims and IT to clarify business needs, outcomes, and impacts
• Manage intake, escalation, and documentation in alignment with established standards and SOPs
• Analyze and prioritize defects, bugs, and enhancement requests requiring long-term fixes
• Ensure escalated issues are well-scoped, documented, validated, and tracked
• Support system testing, enhancements, and identify improvement opportunities
• Coordinate operational readiness activities (communications, documentation, testing, adoption tracking)
• Partner with stakeholders (Claims, Training, Business Analysts) to support non-technical project work and improve workflows/system usability

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