Broker Support Analyst - l (Winnipeg)

Broker Support Analyst I

As a Broker Support Analyst, you’ll play a crucial role in supporting our broker network and internal business customers by providing Tier1 support for broker and end‑user service and system inquiries.

Responsibilities

• Provide Tier1 support for broker and end‑user service/system inquiries and issues.
• Efficiently log and process incoming queries, service requests, and incident reports from brokers via email, phone or broker support portal.
• Take detailed notes, determine steps to resolution, and manage the flow of incoming requests.
• Maintain and monitor incident/service requests in our ITSM tool (JIRA) while responding to issues in a courteous, timely and appropriate manner.
• Troubleshoot issues and help determine business priority and severity, and if required, elevate advanced incidents/service requests to Tier2 or Tier3 support.
• Resolve problems and continuously follow up keeping staff and brokers informed on the status of their requests or issues.
• Maintain detailed records of incidents and service requests to assist with diagnosing and repairing complex issues, collecting data regarding recurrent incidents and problems, and providing recommendations to prevent future incidents.
• Assist with creating, editing, and maintaining IT documentation such as FAQs, best practices, process documentation, and broker notices or self‑help documents.
• Assist with performing data analysis to determine the common incidents and problems occurring and make recommendations for system enhancements or business process changes that will improve our services for staff and brokers.

Qualifications

• 1–2 years’ experience in a business analyst or end‑user support role.
• Experience with or knowledge of P&C insurance is preferred.
• Exceptional computer skills, including Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with Windows operating systems (7 and10), Apple, Android devices, tablets, and related peripherals.
• Basic knowledge of generating process documentation.
• Good verbal and written communication skills, including the ability to explain IT concepts and technologies to stakeholders.
• Detail oriented, analytical, and inquisitive.
• Ability to work independently and collaborate effectively in a team environment.
• College diploma or university degree in computers, technology, or business.
• Willingness to work toward ITIL certification.

Benefits

• Total Rewards: competitive salary, incentive plan, comprehensive health benefits, pension plan, generous paid time off, including personal days.
• Career Growth & Development: access to diverse learning resources, tuition reimbursement, bonuses for insurance designations.
• Flexibility: flexible work‑life integration with remote, in‑office, and hybrid options, and the ability to choose location across Canada.
• Inclusivity and Belonging: supportive and diverse team that embraces unique perspectives.
• Making a Difference: purpose in your career aligned with community impact.

Pay Range

Canada – Manitoba: $53,400 to $66,800 CAD per year.

Our pay ranges reflect the minimum and maximum target for new hire pay for the full‑time position determined by role and level. The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job‑related skills, experience, and relevant education and/or training.

Recruitment Transparency

Portage Mutual uses artificial intelligence and automations in its recruitment practices for activities that may include searching for qualified candidates, screening applications, preparing interview questions, recording interviews, drafting transcripts and other administrative tasks. AI is never used for decision‑making purposes.

Equal Opportunity / Accommodation

Portage Mutual Insurance is committed to providing accommodations for people with disabilities during all phases of the recruiting process, including the application process. If you require accommodation because of a disability, we will work with you to meet your needs. If you are selected for an interview and require accommodation, please advise the HR representative who will consult with you to determine an appropriate accommodation.