Role Description Insurity’s next Lead Product Support Analyst will be a senior member of the Product Support team who leads the triage and resolution of complex customer issues across Insurity products. They will coordinate day‑to‑day support activities, drive quality and efficiency in our ticketing and data maintenance processes, and serve as a key point of escalation for critical client incidents. This person will also mentor other team members and champion continuous improvement in how we support our customers. - Lead the triage of all incoming tickets, including properly identifying billable work. - Provide and manage day‑to‑day support and troubleshoot medium to high‑complexity customer issues and requests. - Escalate resolution of system and platform failures (e.g., VMGA, Sure Submission Gateway) that block quoting, binding, and issuance, communicating with the client as needed. - Able to communicate clearly and professionally with customers through written channels (email, ticketing, collaboration tools) and, on rare occasions, by phone when direct conversation is the most effective way to resolve an issue. - Assist other team members with urgent binding, issuance, endorsement, and renewal issues to keep business moving. - Troubleshoot complex policy, rating, premium, tax, and fee discrepancies. - Act as a primary escalation point for large, high‑touch accounts, notably key strategic clients. - Manage non‑standard, case‑specific exceptions that require investigation and sound judgment. - Coordinate fixes across systems, configurations, contracts, forms, and integrations in partnership with other teams. - Handle targeted user‑access issues when they directly impact production. - Update the workflow management system and customer‑facing tools with the most current ticket information and assist with periodic quality audits. - Administer the knowledge base to ensure relevant information is captured and encourage regular participation from team members. - Lead and/or participate in functional root‑cause analysis, including coaching and aiding team members. - Contribute and implement continuous‑improvement ideas to reduce customer dependency on support for low added‑value incidents, improve quality, and enhance service levels. - Support the monitoring and delegation of work from the queues as needed. - Provide mentorship, leadership, and training to team members so they can independently handle increasingly complex issues. - Stay up to date on industry and job‑related trends and best practices, including reading relevant publications, articles, and blogs. - Stay abreast of current technology in Insurity products, design changes, and new products offered. - Work effectively with other departments when submitting customer feedback on tickets. - Communicate with the product development team to improve current design or to identify and address potential design problems. - Based on your primary time zone and local holidays, be flexible in work hours to help the co-located team provide coverage across Asia Pacific, EU, and US East time zones as needed. - Demonstrate effort, persistence, and speed in taking action to achieve results, energetically working to meet challenges and seize opportunities aligned with Insurity’s business strategy. - Prepare the team for new customer go‑lives, ensuring readiness of processes, knowledge, and tools. - Perform other duties as assigned. Qualifications - Experienced support professional with 7+ years in support, development, or consultancy, including 3+ years working with the assigned products. - Bachelor’s degree in a related field, or equivalent work experience. - A hands-on team leader who can own complex escalations, coach others, and drive continuous improvement. - Organized and adaptable, able to manage multiple priorities, plan and prioritize work, and use sound judgment. - Comfortable working independently and collaboratively and quickly learning new concepts. - Strong process and documentation skills – can analyze and improve processes and create clear, concise written materials. - Solid technical skills: Microsoft Word, Excel, PowerPoint, SQL, and programming logic; web-based troubleshooting tools are a plus. - Deep knowledge of Insurity products and how they work from both an insurance and technical perspective. - Nice to have: AINS 101 and AINS 103 certifications. Benefits - Work Where You Thrive: Find the work environment that supports your best—whether that’s remote, in-office, or hybrid—depending on your role and location. - Take Time When You Need It: Open PTO Policy, empowering you to recharge when it matters most. - Benefits That Start on Day One: Comprehensive health coverage and employer-matched retirement savings right from your first day. - Living Our Values Every Day: Core values guide how we hire, grow, and retain the very best talent. - Award-Winning Onboarding: Designed to set you up for success and help you make an immediate impact. - Grow Your Career from Within: Over 25% of our open roles are filled by internal candidates. - Mentorship That Matters: Connects you with experienced leaders committed to helping you grow. - Insurity Podcasts: Explore podcasts for deeper insight into Insurity products and company innovation. - Keep Learning, Always: Full access to LinkedIn Learning and Kaplan for continuous development. - Invest in Your Future—And Your Family’s: Access discounted tuition through our partnership with the University of Arizona Global Campus. - Earn When You Refer: Employee Referral Bonus program rewards you for bringing great people on board.

• Develop, maintain, and optimize complex SQL queries, views, and stored procedures to support analysis, configuration validation, reporting, and defect resolution. • Perform in‑depth data analysis and root ‑ cause investigations to troubleshoot system and production issues. • Use SQL to extract, analyze, reconcile, and validate data across environments to support solutioning, testing, and quality assurance. • Support performance tuning activities by analyzing queries, batch jobs, execution plans, and system throughput. • Perform smoke testing and post‑release validation to confirm data integrity and system stability. • Coordinate with data conversion teams to support migration planning, data loads, reconciliation, and validation. • Validate converted and migrated data to ensure accuracy, completeness, and alignment with business and policy intent. • Support System Integration Testing (SIT), User Acceptance Testing (UAT), parallel testing, and performance testing by validating data and system behavior.

• Develop, maintain, and optimize complex SQL queries, views, and stored procedures to support analysis, configuration validation, reporting, and defect resolution • Perform in-depth data analysis and root-cause investigations to troubleshoot system and production issues • Use SQL to extract, analyze, reconcile, and validate data across environments to support solutioning, testing, and quality assurance • Support performance tuning activities by analyzing queries, batch jobs, execution plans, and system throughput • Perform smoke testing and post-release validation to confirm data integrity and system stability • Coordinate with data conversion teams to support migration planning, data loads, reconciliation, and validation • Validate converted and migrated data to ensure accuracy, completeness, and alignment with business and policy intent • Support and validate configuration syncs (e.g., Redgate) from baseline to upper environments (source-to-target) • Analyze, validate, and reconcile interface outputs, extract files, reports, and database feeds • Validate X12 EDI transactions (e.g., 834, 837, 835, 820, 999/277) for structure, content, and processing outcomes

Role Description Focused on getting the most value from our investment in Workday, this role is responsible for the HR technology configuration work of major projects that support Human Resources functions. Act as strategic HR technology consultant leading the alignment of HR technology solutions with business strategies, and identifying enterprise value from leveraging Workday. Partner with functional groups to communicate and clarify HR’s business needs, develop long-range technology plans for HR and act as liaison with IT to implement the solutions. What You’ll Do - Strategic Consulting: Provide consultative support to assigned customers in defining or designing business processes and identifying enabling technologies based on customer requirements. - Develop & Maintain Integrations: Create, test, and support integrations using EIB, Studio, Core Connectors, APIs (REST/SOAP), RaaS, PECI, XML/XSLT. - Gather Requirements: Partner with HR, Finance, Payroll, and IT teams to understand business needs and translate them into technical specifications. - Troubleshoot & Support: Resolve integration errors, monitor performance, and ensure data accuracy and security. - Manage Lifecycle: Oversee the integration lifecycle, including deployments, system upgrades, and alignment with SDLC. - Enhance Capabilities: Research, test, and implement new HR system capabilities; manage Workday updates and new feature adoption, including impact analysis, testing, and deployment. - Documentation: Develop and maintain documentation for configurations, integrations, and technical processes. - Collaboration: Work with internal teams, vendors, and third parties to implement solutions. - Mentorship: Act as a mentor to other team members, providing guidance and sharing HR functional and technical expertise. - Integration Activities: Perform system integration activities for projects (technical integration testing, assessments, etc.). - Business Solutions Facilitation: Facilitate development of business solutions that combine knowledge of HR business processes, technological options, and process facilitation techniques. - Information Source: Serve as an information source concerning human resources technology needs for internal HR management and staff. - Master Data Partnership: Partner with enterprise HR functions regarding necessary changes to master data for payroll, recruitment, organizational management, training, and compensation. Qualifications - Bachelor's degree or advanced degree (where required) - 8+ years of experience - In lieu of degree, 10+ years of experience in related field. Requirements - Proven experience in Workday integration development, Workday Security, Workday HCM, Payroll, and Benefits modules. - Functional knowledge of Workday HCM, Recruiting, Talent Management, VNDLY, Extend, Candidate Engagement and Adaptive Workforce Planning is preferred. - Proficiency with integration development tools and web services: EIB, Studio, Core Connectors, APIs (REST/SOAP), RaaS, PECI, and XML/XSLT. - Familiarity with Agile/Waterfall methodologies. - Workday system experience including implementation, integrations, reporting, calculated fields, business process enhancements, and ongoing functionality releases. Benefits - The opportunity to work at the cutting edge of health care delivery with a team that’s deeply invested in the community - Work-life balance, flexibility, and the autonomy to do great work - Medical, dental, and vision coverage along with numerous health and wellness programs - Parental leave and support plus adoption and surrogacy assistance - Career development programs and tuition reimbursement for continued education - 401k match including an annual company contribution Salary Range At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs. Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs. *Based on annual corporate goal achievement and individual performance. $118,691.00 - $189,906.00 Job Alert Fraud We have become aware of scams from individuals, organizations, and internet sites claiming to represent Blue Cross and Blue Shield of North Carolina in recruitment activities in return for disclosing financial information. Our hiring process does not include text-based conversations or interviews and never requires payment or fees from job applicants. All our career opportunities are published on https://bcbsnc.wd5.myworkdayjobs.com/en-US/BCBSNC . If you have already provided your personal information that you suspect is fraudulent activity, please report it to your local authorities. Any fraudulent activity should be reported to: HR.Staffing@BCBSNC.com .