Service Desk Analyst I Jobs in Boca Raton, FL (NOW HIRING)

Position Summary:

We are seeking an experienced Business Analyst with solid expertise in personal and/or commercial residential property insurance to support and enhance our Policy and/or Claims Administration systems. This role will partner with business stakeholders and technology teams to analyze workflows, define requirements, support system enhancements, and resolve production issues that impact critical insurance operations.

This position may be filled at the BA I, BA II, or BA III level, depending on the candidate’s experience, skills, and demonstrated ability to work independently, lead initiatives, and influence outcomes. The ideal candidate is detail-oriented, proactive, and comfortable operating in a dynamic, regulated environment with evolving priorities.

Essential Functions:

Business & Systems Analysis

• Partner directly with Underwriting, Product, Operations, Compliance, Claims, and Technology teams to gather and document business requirements
• Translate underwriting and/or claims guidelines, eligibility rules, rates, forms, endorsements, and workflows into functional system requirements
• Support enhancements and configuration of online quote/bind applications and policy/claims administration systems
• Create user stories, business process flows, requirement documentation, acceptance criteria, and traceability artifacts
• Analyze impacts of product or regulatory changes to system functionality and business processes
• Perform other related duties and responsibilities as assigned to support business objectives.

Project Delivery & Stakeholder Engagement

• Participate in or lead requirements workshops, discovery sessions, and backlog refinement meetings.
• Manage changing priorities and scope while ensuring requirements remain clear, documented, and approved.
• Participate in testing validation, defect triage, and production implementation activities
• Provide clear, timely communication and status updates to stakeholders.

Documentation & Quality Assurance

• Create and maintain documentation while ensuring Confluence is consistently updated and serves as the single source of truth for requirements including workflows, business rules, system behaviors, and configuration details.
• Develop and execute test plans, track defects and coordinate fixes.
• Ensure delivered solutions meet business requirements, quality standards, and compliance expectations.

Production Support & Issue Resolution

• Troubleshoot system issues, identify root cause, and coordinate resolution with IT and development teams.
• Support production incidents and escalated help desk tickets related to our systems.
• Communicate issue status, risks, and resolution progress effectively to business partners.
• Review escalated Service Desk tickets to identify opportunities for process improvement, knowledge base development, and training, facilitating the transition of repeatable support activities and issue resolution from higher support tiers to Level 1 Service Desk teams.

Why Windward Risk Managers:

• Windward Risk Managers is proud to be recognized on Fortune's 2026 Best Medium Workplaces list, ranking #28 among the Top 100 companies
• 100% employer paid health insurance for employees
• Up to 6% 401(k) match with immediate vesting
• Long-term and short-term disability insurance
• 3 weeks PTO to start + generous paid holidays
• Tuition reimbursement and continuing education support
• Collaborative and growth focused culture

Required Education and Experience:

• Bachelor’s degree or equivalent combination of education and relevant work experience.
• Professional experience in the Property & Casualty Homeowners and/or Residential Commercial insurance industry functioning in a Business Analyst capacity, including requirements elicitation, documentation, and collaboration with technical teams to implement changes to insurance or policy administration systems.
• Proven experience analyzing business problems, troubleshooting issues, and applying logical, detail-oriented approaches to develop effective solutions with limited supervision.
• Demonstrated experience managing multiple assignments simultaneously, prioritizing work, managing scope, and driving work to completion with minimal supervision in a fast-paced, results-driven environment.
• Demonstrated experience working with cross-functional teams, business stakeholders, and technical resources, with strong written and verbal communication skills.
• Experience working in Agile / Scrum or sprint-based delivery environments.

Preferred Qualifications:

• 3+ years of professional experience in a Business Analyst role within the Property & Casualty insurance industry.
• Experience supporting Homeowners and/or Residential Commercial lines of business for Florida, Texas, and/or California risks, including familiarity with state-specific products, forms, rating, underwriting, or regulatory requirements.
• Experience with Duck Creek.
• Familiarity with regulated environments such as Florida and/or Texas.
• Insurance carrier or MGA background strongly preferred.
• Business Analyst certification (CBAP, CCBA, PMI-PBA) a plus.

Essential Skills:

• Ability to understand technical concepts and communicate effectively with developers and system vendors.
• Strong attention to detail especially when working with policy, forms, rating, claims, or billing system changes.
• Strong analytical and critical-thinking skills, with the ability to evaluate business needs and translate them into clear, well-defined requirements.
• Ability to work independently with minimal supervision while maintaining accountability for quality and timeliness of deliverables.
• Strong problem-solving skills, including the ability to research issues, recreate steps, identify root causes, and recommend practical solutions.
• Ability to understand complex business processes, system workflows, and dependencies.
• Proficiency with business analysis, documentation, and collaboration tools used to support project delivery.
   

Due to current business and operational considerations, we currently hire employees residing in the following states at this time: AL, AR, CA, CT, FL, GA, KY, MO, NC, NV, OH, SC, TN, TX, VA, and WI.

Work Authorization Requirement:

• This role requires permanent U.S. work authorization and does not offer employer sponsorship now or in the future.

WRM is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or veteran status. We take affirmative action to ensure that all employment decisions are based on merit, qualifications, and abilities.
Notice to Third Party Agencies: WRM does not accept unsolicited resumes from third party recruiting firms. Absent a signed Service Agreement by WRM’s Human Resources Department, WRM reserves the right to pursue and hire these candidates without financial obligation to recruiters or agencies.