# Tier 1 Production Support Analyst - Analyst

**Company**: iCapital
**Location**: Des Moines, Iowa
**Work arrangement**: hybrid
**Experience**: entry
**Job type**: full-time
**Salary**: $60,000 to $75,000
**Category**: IT
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/icapitalnetwork/jobs/8919214002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_fcd52a59-b36

## Description

iCapital is looking for a Production Support Analyst to provide front-line technical support for its annuities eApplication platform.

The successful candidate will serve as a critical point of contact for clients, delivering exceptional service while troubleshooting technical challenges, escalating critical incidents, and collaborating across teams to maintain platform performance.

Responsibilities:

- Collaborate with Production Support team members to maintain active engagement during working hours and share workload responsibilities equitably.

- Respond to client inquiries and support requests with urgency, professionalism, and a focus on timely resolution.

- Identify critical issues and coordinate with cross-functional iCapital teams to drive prompt escalation and resolution.

- Maintain or exceed established response-time compliance standards and service level expectations.

- Deliver high-quality client experience to maintain or exceed customer satisfaction targets.

- Develop and contribute to standardized workflows, best practices, and process improvement initiatives.

- Perform technical support and ticket resolution activities under general supervision while demonstrating sound judgment and accountability.

Qualifications:

- 1-3 years’ experience in the technology industry.

- Experience providing direct end-user support for software (either custom-built software or SaaS model platform).

- Experience with online ticketing systems and support; experience with Jira is a plus.

- Experience creating user documentation; experience with Jira Confluence and SharePoint is a plus.

- Experience in the insurance industry is a plus.

Benefits: The base salary range for this role is $60,000 to $75,000. This position is paid on an hourly basis and is classified as non-exempt. Employees in this role are eligible for overtime pay in accordance with applicable law. iCapital offers a compensation package that includes equity for all full-time employees and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer-matched retirement plan, generously subsidized healthcare with 100% employer-paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and paid time off (PTO).

## Skills

### Required
- technology industry experience
- software support experience
- online ticketing system experience

### Nice to have
- Jira experience
- Jira Confluence experience
- SharePoint experience
- insurance industry experience

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/icapitalnetwork/jobs/8919214002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)