Take the next step in your journey at Inspira Financial. Guided by our mission to enable better health and greater wealth, we help businesses and individuals thrive today, tomorrow, and into retirement by strengthening and simplifying the health and wealth journey.
Our values shape how we show up every day. We Lead with Heart by acting with compassion, empathy, and doing what's right; Cultivate Trust through integrity, transparency, and accountability; Aim Higher by never settling for what's expected and continually raising the standard; and Win Together by collaborating inclusively to achieve the best outcomes.
Join us on our journey as we work together to take on the complex and the everyday--turning collective effort into life‑changing impact that enriches lives and helps build a better future. Learn more at inspirafinancial.com.
We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.
Employees within a 90-minute radius of our Oak Brook, IL headquarters are required to adhere to the company in-office work guidelines of 4 days per month minimum from 10 am to 2 pm (1 of the 4 days must be a Monday or Friday). This requirement does not apply to support specialist positions.
Don't meet every single requirement? That's okay. At Inspira Financial, we know growth comes from people who are willing to learn, challenge themselves, and aim higher. We value individuals who lead with heart, cultivate trust, and collaborate to win together. If you're energized by meaningful work, continuous development, and being part of a team that turns collective effort into real impact, Inspira Financial could be the right next step in your journey. We look forward to receiving your application.
Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners -- helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com.
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2025 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
The Senior Technical Business Analyst, Production Support will report to the Manager in the Product Management department and serve as the first line of defense for escalated production issues across Investment Platform products. This role is responsible for triaging defects escalated through Tier 2 support, performing advanced troubleshooting, analyzing business rules and system behavior, and partnering with development to support root cause analysis and resolution planning.
This individual will work closely with two developers responsible for code fixes while coordinating with QA, business stakeholders, product managers, client service, operations, and other cross-functional partners to ensure defects are understood, prioritized, documented, and resolved with the right business outcome. The role requires strong technical troubleshooting acumen, excellent communication skills, empathy for end users, and the ability to independently manage a high-volume support backlog while maintaining clear requirements, acceptance criteria, and decision documentation.
Key Responsibilities
- Serve as the primary triage owner for production defects and escalations across Investment Platform products.
- Evaluate issues escalated from Tier 2 support, confirm business impact, gather evidence, and determine next steps for resolution.
- Perform advanced troubleshooting using available data, logs, application behavior, business rules, and user-reported symptoms.
- Partner with developers to support root cause analysis, clarify expected behavior, identify rule gaps, and validate the appropriate corrective action.
- Analyze business rules, workflows, data conditions, and exception scenarios to determine whether issues are defects, configuration gaps, process issues, or enhancement opportunities.
- Develop evidence-based recommendations regarding issue classification, business impact, severity, priority, and resolution approach, and escalate decisions when additional Product, business, compliance, or technical approval is required.
- Assess production issues using established severity and priority criteria, support major incident response when needed, and ensure appropriate stakeholders receive timely and accurate updates.
- Work with client service to manage and prioritize the production defect backlog based on business impact, urgency, risk, dependencies, and stakeholder needs.
- Write clear requirements, user stories, and acceptance criteria for defect fixes and production support enhancements.
- Engage QA early to ensure test scenarios, regression needs, edge cases, and validation expectations are clearly defined.
- Support release readiness and post-production validation by confirming that corrective actions address the documented issue, acceptance criteria, business rules, and identified regression risks.
- Coordinate with business stakeholders, product managers, operations, development, and QA to align on the correct solution and expected business outcome.
- Document investigation findings, business decisions, root cause details, workarounds, resolution notes, and validation results for future reference.
- Maintain centralized knowledge articles, troubleshooting playbooks, defect patterns, and operational support documentation.
- Analyze defect trends, recurring failure patterns, aging work items, and root-cause themes to identify opportunities for product, process, monitoring, or documentation improvements.
- Identify recurring issue themes and recommend preventive improvements to reduce repeat escalations and improve the end-user experience.
- Use tools such as SQL, MongoDB, Datadog, FullStory, Salesforce, AI-enabled tools, and Azure DevOps to investigate, document, track, and communicate production issues.
- Handle production data and customer information in accordance with established security, privacy, compliance, and access-control requirements.
- Communicate status, impact, risks, dependencies, and decisions clearly to technical and non-technical audiences.
- Facilitate working sessions with client service and Tier 2 support to resolve ambiguity, align stakeholders, and move defects toward timely resolution.
Production Support Expectations
- This role supports production issues during standard business hours and may occasionally participate in after-hours incident response or release validation.
Other Requirements
- Infrequent travel, up to 10%.
- Prolonged periods of sitting at a desk and working on a computer.
- Occasionally lifts up to 25 pounds.
Required Qualifications
- 5+ years of experience as a Business Analyst, Technical Business Analyst, Production Support Analyst, or similar role with strong technical aptitude
- Demonstrated experience troubleshooting production issues, analyzing business rules, and supporting root cause analysis
- Experience writing clear requirements, user stories, acceptance criteria, and supporting documentation
- Experience collaborating with development, QA, product managers, business stakeholders, and support teams
- Familiarity with Agile methodologies and defect and backlog prioritization
- Experience using SQL or comparable data-querying tools to investigate application or production issues
- Experience using application logs, monitoring tools, session-replay tools, or similar diagnostic data to troubleshoot system behavior
- Experience working in a work-management platform such as Azure DevOps, Jira, or an equivalent tool
- Ability to communicate complex technical issues clearly to technical and non-technical audiences
- Ability to independently manage competing priorities and move ambiguous investigations toward clear decisions and next steps
Preferred Qualifications
- Hands-on experience with MongoDB, Datadog, FullStory, Salesforce, Azure DevOps, or similar technologies
- Experience using AI-enabled tools to support analysis, documentation, or investigation activities
- Fintech, financial services, or other regulated-industry experience
- Experience investigating issues involving financial transactions, customer accounts, personally identifiable information, or regulated business processes
Measures of Success
- Production issues are classified, documented, and routed accurately
- Business impact and expected behavior are clearly understood before development begins
- Requirements and acceptance criteria enable effective development and QA validation
- Stakeholders receive clear, timely, and audience-appropriate communication
- Investigation history, decisions, and resolution details are traceable
- Repeat issues are reduced through improved documentation, monitoring, process changes, or product improvements
- The production backlog remains organized, prioritized, and actionable
Pay Range
$106,000- $125,000 per year
Compensation & BenefitsThe compensation for this position will vary depending on factors such as your location, skills and experience. The compensation package may also include incentive and bonus opportunities.
Inspira provides industry-leading benefits including, but not limited to: healthcare, 401K savings plan, company holidays, paid time off, parental leave and an employee assistance program.
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