Product Support Analyst - Insurance Solutions Operations


Date: Jan 8, 2022

Location: Austin, TX, US

Company: New York Life Insurance Co


When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.




Insurance Solutions is an integrated business group that includes New York Life’s main protection solutions sold via our New York Life Agents. This group includes the Life Insurance, Long Term Care Insurance, Disability Income Solutions, and Business Solutions products.


The Data & Analytics team supports multiple lines of business through insightful reporting and analytics, production application support, and IT operations. We partner with and support each area (claims, actuarial, underwriting, sales, finance/accounting, etc.), leveraging data to drive business strategy, decision making, and support of our distribution efforts.


As a member of the Data & Analytics team, you will be involved in production application support. The team focuses on consistent, high-quality attention to issues that arise in the applications most critical to the Insurance Solutions businesses.


Primary Responsibilities

  • Actively monitor incoming/existing production application defects or issues within NYL Insurance Solutions
  • Coordinate root cause analysis and defect resolution with application development teams
  • Engage with business stakeholders to communicate relevant incident status
  • Coordinate escalations in the face of emergency system issues in accordance with established framework
  • Contribute to business process models and documentation for internal and external application support protocol
  • Manage risks and mitigation/contingency plans ensuring right level of visibility



  • Bachelor’s Degree in Business, Information Systems, or similar background
  • 3+ years’ work experience
  • 2+ years’ experience as a Business Analyst
  • High level of curiosity and investigative mind-set with an attention to detail
  • Experience using data to solve problems
  • Strong analytical, creative thinking, and problem-solving skills
  • Excellent interpersonal skills and highly experienced at dealing with clients/users at all levels
  • Experience working with ServiceNow is a plus
  • Experience with SQL (Oracle, SQL Server) is a plus




Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by our Foundation. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 85278




Nearest Major Market: Austin

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