Business Analyst/Product Support

Turn real user challenges into smarter product solutions. As a Business Analyst & Product Support Specialist on the Verisk Canada product team, you will combine analytical thinking, technical curiosity, and a customer-first mindset to help users succeed while shaping the continued evolution of our products.

In this high-impact hybrid role, you will serve as a trusted connection among end users, clients, business stakeholders, and engineering teams. You will troubleshoot complex product and data issues, translate business needs into clear technical requirements, and use insights from support interactions to influence enhancements and roadmap priorities. This is an ideal opportunity for someone who enjoys solving problems, building strong relationships, working across technical and non-technical teams, and turning customer feedback into meaningful product improvements.

Business Analysis & Requirements Gathering (50-70%)

• Develop and document requirements and use cases for all changes to assigned products including associated test cases, matrices and approaches

• Work with other departments to identify business needs and implement change while ensuring that business requirements for successful implementation of initiatives are accurately and thoroughly understood and defined

• Create technical requirements documentation and aid in the design of solutions with developers

• Liaise with internal and external stakeholders as an integral part of performing their responsibilities

• Facilitate and participate in technical discussions with developer resources and data analysts

• Understand the benefits and features of assigned product/service lines

• Manipulate and work with large, complex data files

• Support, and where required, create and update front line user documentation, FAQ’s, manual’s and technical documentation

• Understand the benefits and features of an iterative approach to software development (Agile) 

• Work with stakeholders on strategic research and development of identified product lines

• Provide summary reporting to management on their ongoing work, analysis and projects

• Support other company projects as required

• Participate in Agile/Scrum ceremonies (sprint planning, backlog grooming, daily standups, and retrospectives).

• Assist in User Acceptance Testing (UAT) to validate that new features and bug fixes meet specified business requirements.

Product Support & Technical Troubleshooting (30-40%)

• Act as a tier 2/3 escalation point for complex technical, functional, and workflow issues reported by users.
• Investigate, reproduce, and diagnose product bugs, data discrepancies, and system errors.
• Manage support tickets through resolution, maintaining clear and timely communication with users.
• Maintain and update internal knowledge bases, user documentation, and FAQ guides.
• Provide internal onboarding, training and walk-throughs for new feature rollouts.
• Analyze support ticket trends, user feedback, and usage metrics to identify pain points and areas for product improvement.

• 2+ years of experience in technical product support, application support, or a business analyst role within a SaaS or software environment.
• Insurance or financial services experience is a bonus
• Customer first attitude
• Proven experience writing user stories, acceptance criteria, and process flow diagrams.
• Proficiency in business analysis requirements, technical analysis and design requirements
• Strong understanding of the software development lifecycle (SDLC), specifically requirements documentation and testing practices. CBAP preferred.
• Strong understanding of Service Oriented Architecture (SOA)
• Strong understanding of data interchange formats (XML, JSON, etc)
• Proficient in database queries for a variety of databases (SQL, Mongo, Postgres, etc)
• Comfort with Jira and Confluence for ticketing and documentation
• Ability to assist with web service implementations, enhancements and customer support for clients
• Ability to build and maintain good relationships with internal and external stakeholders.
• Written and oral fluency in English.
• Detail, analytical and process oriented.
• Ability to prioritize and complete tasks with strong attention to detail and accuracy
• Strong analytical problem-solving ability with a keen eye for detail.
• Exceptional written and verbal communication skills; ability to explain complex technical concepts to non-technical users.
• Empathy for user experience combined with a structured, data-driven mindset.

#LI-BH1

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. 

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, the fourth consecutive year in the UK, Spain, and India, and the second consecutive year in Poland. In addition, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer, testaments to the value we place on workplace culture.

We’re 7,000 people strong.  We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

 Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Catastrophe and Risk Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to catastrophic events.

Marketing Solutions — delivers data and insights to improve the reach, timing,relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

Verisk invests in a benefits package for all employees that includes the following: Health Insurance, a Retirement Plan, Disability benefits, and a Paid Time Off program. We offer a competitive total rewards package that includes base salary determined based on role, experience, skill set, and location.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk’s minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.

https://www.verisk.com/company/careers/

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