Digital Experience Analyst

An exciting opportunity exists to join the ProAssurance family of companies! Our mission is powerful and simple : We protect others. Choosing a place to apply your talents is an important decision for anyone. You have plenty of options. Why choose ProAssurance? At ProAssurance, we sell a pledge, and that pledge is delivered by our team members. We are seeking individuals who value integrity, leadership, relationships, and enthusiasm—and want to build their career with a great company where they can be their authentic self and feel valued, recognized, and rewarded for their contributions. ProAssurance specializes in healthcare professional liability, products liability for medical technology and life sciences, legal professional liability, and workers' compensation insurance. We are an industry-leading specialty insurer, with job opportunities in much of the contiguous United States. This position supports the our medical professional line of business, and we can support a fully remote work arrangement for candidates in the Central and Eastern time zones not located near an office location.

The primary responsibility of the Digital Experience Analyst, part of the Enterprise Digital Experience (EDGE) group, is to ensure that all inquiries and requests around effective and efficient use of our online customer portal are handled in a timely and professional manner, and that all issues are resolved in a manner that meets or exceeds established service standards and industry best practices.

As a primary point of contact for insured and agency portal users, as well as ProAssurance team members acting on their behalf, this role will work via ticketing system, email, and phone to triage issues and quickly rectify and respond, re-route based on issue type and provide background details, or research issues requiring escalation to IT-based Web Development support.

What you\'ll do :

80% Real-Time Online Portal Support

Monitor and manage customer inquiries and requests for online account portal support / assistance, ensuring the appropriate routing takes place for first-level support (frontline customer service including billing and credentialing needs). Perform all medium- to high-level operational support responsibilities including new user registration account matching, account grouping and associations, roles and permissions assignments / re-assignments, agency user registrations in concert with Business Development. Execute all other online service support requiring specialized research, troubleshooting, problem-solving, etc within core business platforms (SAPIENS eOASIS policy administration system and ImageRight document management system).

10% Technical Training and Knowledge Synthesis

Document using identified systems of escalation and reporting (Microsoft Azure DevOps, ServiceNow Agile Project Management) and meet regularly with IT Web Development team to provide detailed analysis of higher-level support issues requiring technical / application development. Provide insights around identified ongoing user support and experience issues and collaborate with the Training & Development team to produce thoughtful, proactive, and informative online knowledge management and internal instructional material and channels to ensure thorough and thoughtful support.

10% Support Technology & Enhancements

Act as a champion for innovative digital experience support technology and channels, exploring emergent support technologies including chat, chatbot, and AI-informed generative solutions. Research, develop, and present around options and opportunities in the experiential online space and work amongst EDGE group members to develop and integrate new touchpoint technologies.

Some travel might be required.

What we\'re looking for :

• Bachelor's degree in communications, Business / Marketing, Insurance, or related field.
• Minimum of 4 years' experience in insurance, financial, or related industry with preference towards underwriting, claims management, and / or overall customer services.
• One year experience with ServiceNow platform strongly preferred.
• Previous experience with customer service / supporting a professional business setting involving both strong written and verbal communication.
• Experience working closely with Product Development and / or Information Technology leadership and development teams.
• Experience working and communicating with mid-level professionals and executives.
• Strong time management skills required and ability to research solutions and solve problems including a thorough understanding of how to interpret customer business needs and translate them into thoughtful support solutions.
• Highly proficient with Microsoft Teams, Office Suite and digital production platforms.
• Familiarity with Microsoft Azure DevOps is preferred.
• High level of self-motivation and multi-tasking abilities.
• Ability to work independently in a fast paced, complex environment with aggressive deadlines.

LI-Remote

We are committed to providing a dynamic and inclusive environment where everyone can do their best work and grow personally and professionally.

For that reason, we partner with The Predictive Index (PI) – an organization equally committed to improving the working lives of people, to help us hire the best talent by providing additional insight about one's work style.

The position you applied to requires completion of two assessments prior to being scheduled to interview with a hiring manager. A Talent Acquisition team member may review your application and contact you before the assessment is complete. These assessments are Behavioral and Cognitive (internal candidates will only receive the Behavioral assessment), and each assessment takes less than 12 minutes to complete.

After submitting your application, you will receive two emails from The Predictive Index inviting you to complete each of these assessments (please check your SPAM or Junk email folder if you do not see these emails in your inbox).

Position Salary Range $56,446.00 - $93,145.00. The salary range displayed represents the entirety of the pay grade for this position. Most candidates will start in the bottom half of the range. Factors that may be used to determine your actual salary include your specific skills, how many years of experience you have, your location and comparison to other team members already in this role. Build your career with us and enjoy access to a best-in-class benefits program.

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