Platform Support Operations Analyst

The Platform Support Operations Analyst is responsible for the planning, support, processes, and reporting of work done by the Platform Support team. This role is involved in the efficiency of the Platform Support team - ensuring operational effectiveness and reporting on metrics into the organization.
Starting base pay for this role is between $100,000 and $122,000. The actual base pay is dependent upon many factors, such as transferable skills, work experience, business needs, training, location, and market demands. The base pay range is subject to change and may be modified in the future. This role will be eligible for a bonus as well as competitive medical, dental, and vision benefits, wellness reimbursement, life insurance, and a 401(k) with company match. We offer vacation and sick leave benefits (under a flexible time off policy in most states).
Responsibilities

• Works with the Platform Support Manager and Platform Support team to create and maintain processes and workflows to be used between the support organization and other stakeholders.
• Analyzes team performance with regards to defined OLAs and KPIs and implements improvements to maintain those standards.
• Analyzes support metrics, especially team OLAs, time to first response, overall ticket volume, satisfaction scores, and other key data points.
• Drives improvement initiatives to enhance efficiency and scalability of the team by using data analytics and information.
• Provides regular communications and project status update reports based off both internal and external stakeholder needs.
• Engages internal and external stakeholders as a proactive collaborator to identify opportunities for improvement, deliver solutions and measures for impact.
• Monitors and maintains the ticketing systems and dashboards used by the Platform Support team.
• Oversees organization of team documentation, templates and official responses, to drive team efficiency and help the team grow. Creates new documentation when necessary.
• Ensures timely and audience appropriate communication when necessary.
• Additional duties as assigned.

Qualifications

• Bachelor's Degree in business, management, computer science, or a related field.
• 3 - 5 years' experience working within Support teams in a SaaS environment, with experience in analyzing metrics, project management, documentation highly preferred.
• Experience with ticketing systems and software (ServiceNow, JIRA, Asana, Aha, Azure DevOps).
• Excellent communication skills, including the ability to communicate and partner across teams and organizations.
• Demonstrated ability to learn quickly within a fast-paced team, including highly technical topics.
• Passionate about learning and leveraging new technologies to deliver effective solutions.
• Capability to think from both a strategic and tactical perspective.
• Ability to exercise independent judgment and make business decisions effectively.

Who We Are
Origami Risk provides integrated SaaS solutions to organizations across the risk and insurance ecosystem - from insured corporate and public entities to brokers and risk consultants, insurers, third party claims administrators (TPAs), and risk pools. We deliver our risk management and insurance core system solutions from a cloud-based platform that is highly configurable, completely scalable, and accessible via web browser and mobile app.
Dais Technology, a subsidiary of Origami Risk, provides a no-code platform that revolutionizes insurance product creation for MGAs, insurers, and reinsurers. Dais' event-based architecture enables AI-driven bundling, automation, and real-time deployment.
Solutions from Origami Risk and Dais Technology are backed by a best-in-class service team of experienced risk and insurance professionals who possess a balance of industry knowledge and technological expertise. A singular focus on helping clients achieve their business objectives underlies our approach to developing, implementing, and supporting our risk management, safety, compliance, and insurance core system technology solutions.
Origami Risk is proud to be an equal opportunity employer. We thrive and benefit from diversity and are committed to creating an inclusive and equitable environment for all employees. We do not discriminate against any individual based upon race, religion, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, color, sex, national origin, age, marital status, military or veteran status, disability, or any other characteristic protected by applicable law.