VPP Operations Analyst, Contingent Worker (1505995)

Key Responsibilities

• Act as lead point of contact for day-to-day operations within VPP Department and VPP Domain
• Manage, track and analyze cases from intake through resolution, ensuring timely follow-up and escalation as needed.
• Partner with Application Management Support (AMS) on incident and problem management processes.
• Monitor operational workflows and identify process gaps, recommending improvements to increase efficiency and consistency.
• Analyze recurring field questions and issue trends to identify root causes and recommend process or training improvements.
• Act as SME and VPP contact for projects related to VPP Domain system enhancements, including but not limited to StoneEagle Admin platform, Private Label, RouteOne, and SGI.
• Aid in gathering, writing, and revising business user stories/system requirements for projects and making decisions related to aligning business needs and technology objectives for each project.
• Manage user stories in Jira system, including user story writing, prioritization, and user story refinement.
• Configure product, plan and pricing changes in the StoneEagle Admin system, partnering closely with the VPP Product Operations and Product Development teams for requirements gathering and testing.
• Manage the Secure Online Reporting (SOLR) invoice and billing process.
• Support weekly manual payment exception processing for accounting downstream systems.
• Provide support to the VPP Reinsurance Team with wire transfers for dealers.
• Process/System Improvements
• Create/revise/communicate training materials related to VPP technology projects.
• Create/revise/post FSBs as requested.
• Special VPP projects as assigned.

Qualifications

• 4-year college degree (BA or BS).
• 3 or more years of relevant work experience in technology operations, field support, operations management, or a similar field/industry.
• Working knowledge of technology products, processes, and operational workflows.
• Proficiency with Microsoft Office applications, including Excel, PowerPoint, Visio, and Word.
• Excellent oral and written communication skills, including the ability to create clear business communications and presentations.
• Proficiency with Jira OR any other ticketing system OR similar case and workflow management tools.
• Aptitude for business system configuration and supporting operational system processes.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities.
• Added Bonus: Agile Certification. Agile methodology/initiative planning and launch experience.