Symetra Financial Manager of Business Technical Analysis and Operations Support in United States

Job Title:

Manager of Business Technical Analysis and Operations Support

Area of Interest:

Operations Management





Job Description:

Symetra is a dynamic and growing financial services company with 50 years of experience and customers nationwide. In our daily work delivering retirement, employee benefits, and life insurance products, we're guided by the principles of VALUE, TRANSPARENCY AND SUSTAINABILITY. That means we provide products and services people need at a competitive price, we communicate clearly and honestly so people understand what they're getting, and we build products that stand the test of time. We work hard and do what's right for our customers, communities and employees. Join our team and share in our success as we work toward becoming the next national player in our industry.

The Manager of Business Technical Analysis and Operations Support is responsible for ensuring that system incidents, informational requests, and other support activities are resolved with a sense of urgency and due professional care. Primary responsibilities include leading a team of business technical analysts (BTAs), who employ a combination of product and system knowledge, investigative techniques, data analytics, querying, and automation to resolve pain points. The ideal candidate will have prior management and system support experience, and possess a strong business acumen, coupled with an advanced set of technical and analytical skills.

This role is geared toward someone who is self-motivated, enjoys helping others, needs a high degree of variety, can use technology and knowledge creatively, and gets energized by investigating and solving challenging problems. The team is still coming into its own, so this role will also appeal to those who want the opportunity to develop the team's processes, tools, and internal resources.

Duties and Responsibilities:

  • Manages a team of business technical analysts (BTAs) that are responsible for responding to, researching and resolving incidents, defects and related enhancement requests that affect the Retirement Division's systems.

  • Accountable for the work intake, prioritization, and resource management of production support requests.

  • Accountable for BTA's research, requirements definition, and delivery of corrective and preventative changes for production issues, in collaboration with IT and business stakeholders.

  • Accountable for management of system defect/enhancement backlog.

  • Operates as a key liaison between the relevant IT and business stakeholders for production support, and some information reporting.

  • Employs a combination of product and system knowledge, investigative techniques, data analytics, querying, and automation to either aid team members or resolve incidents.

  • Prepares / monitors service level metrics to ensure that incidents are resolved with a sense of urgency and due professional care.

  • Coaches and develops a technical-oriented team in a fast-paced, demanding environment.

  • Establishes and monitors employee performance and expectations.

  • Supports budget cycle by providing relevant information. Manage to approved-budget.

  • Gather service level metrics, analyze the information and prepare scorecard reports.

  • Make scope/schedule/resource (including budget) trade-off decisions with little or no guidance - ensure commitments are tracked and met.

  • Exercise independent judgment in developing methods, techniques and standards for obtaining solutions.

  • Supports custom-SQL based programs and automation.

  • Recommend business best practices and drive adoption to ensure consistency of automated business solutions.


Education and Experience Required:

  • Bachelor's degree in computer science, business or related field of study or comparable industry experience.

  • 7 to 10 years' experience required. Must have experience managing technical resources in a support capacity, and performing data analysis, system support, and/or other analyst type work.

  • Previous experience in a management/lead position with responsibilities of work allocation, training, mentoring, and building a team with members of varied backgrounds and levels of experience.

  • Sound understanding of IT technology concepts. Must have a good understanding of software architectures, development tools, etc. (does not need to have deep technical knowledge)

  • Excellent analysis and critical thinking skills - root-cause analysis, querying, and inductive/deductive reasoning.

  • Excellent communication (both oral and written) experience, especially with communicating between IT and business stakeholders.

  • Advanced experience with SQL.

Education/Experience/Licensing Training/Skills/Abilities PREFERRED:

  • Background in Business Analysis or managing Business Analysts

  • Preferably has Tableau or other data visualization tool (e.g., Microstrategy, Power BI) experience.

  • SCRUM or Agile Initiative management experiences a plus.

To learn more visit