Agency Support Analyst

Michigan Farm Bureau seeks an Agency Support Analyst to provide technical and application support to insurance agencies within our IT & Technical Support team. In this role, you will troubleshoot policy management systems, resolve user issues, analyze recurring problems, and collaborate with developers to improve tools and workflows. You'll document procedures, train agency staff on systems best practices, and contribute to technology projects that enhance service to our agricultural members in a collaborative, community-focused culture.

Responsibilities

• Provide front-line technical and application support for insurance agency staff

• Troubleshoot policy and billing system issues and coordinate resolution with ITAnalyze recurring problems and recommend system or process improvements

• Document procedures, FAQs, and knowledge-base articles for agency users

• Train and coach agency personnel on system features and best practices

• Assist with testing, implementation, and rollout of new system enhancements

• Monitor support tickets, meet service-level expectations, and report trends

• Collaborate with underwriting, billing, and IT teams to resolve complex cases Required Skills

• Technical support and troubleshooting

• Insurance policy administration systems

• Ticketing and incident management tools (e.g., Service

• Now, Jira)

• SQL or basic data querying and report generation

• Microsoft 365 (Excel, Outlook, Teams, Share

• Point)

• Requirements gathering and documentation

• User training and support documentation

• Basic networking and connectivity fundamentals

• ITIL-based support processes

• Customer service and stakeholder communication