[Hiring] Production Support Coordinator @California FAIR Plan Association

Role Description

The Production Support Coordinator (PSC) executes the day-to-day administrative functions for the Production Support department. The PSC is responsible for the coordination and execution of production support sprint work, including:

• Timely intake, triage, prioritization, communication, escalation, and resolution of production break/fix tickets affecting Policy, Billing, Claims, Broker Relations, and Operations.
• Serving as the administrative point of contact among business stakeholders, internal technology teams, Duck Creek Technologies, and other vendor partners.
• Coordinating and leading sprint scrum meetings as directed by the Production Support Manager.

Qualifications

• Bachelor's degree in information technology, business, insurance, or a related field, or an equivalent combination of education and relevant experience.
• 1 to 3 years of experience in application support, production support, service delivery, or insurance technology.
• Experience supporting business-critical applications in a structured ticket-management environment.
• Strong written and verbal communication skills, including the ability to communicate effectively with both business leaders and technical teams.
• Experience supporting policy, billing, and claims processes within a property and casualty insurance carrier preferred.
• Hands-on experience using Microsoft Azure DevOps Boards for ticket workflow, dashboards, queries, reporting, and backlog management.

Requirements

• Assist in executing the daily production support operation across Policy, Billing, Claims, Broker Relations, and Operations.
• Collaborate with vendor partners to oversee ticket intake, validation, classification, prioritization, assignment, escalation, resolution, and closure.
• Ensure priority and severity reflect business impact, customer impact, regulatory exposure, financial risk, and operational urgency.
• Facilitate daily queue reviews and ensure aging, stalled, reopened, and high-impact tickets receive appropriate attention.
• Enforce ADO standards for required fields, categorization, severity, business impact, ownership, status, notes, attachments, acceptance evidence, and closure codes.
• Review and update dashboards and reports to provide a transparent view of ticket volume, backlog, aging, service levels, resolution time, reopen rate, recurring issues, and work by business area.

Company Description