App Support Analyst II

Brotherhood Mutual Careers•Fort Wayne, IN

6d•Onsite

About The Position

Responsible for providing technical support, advanced troubleshooting, analysis, and training for insurance applications to independent agent partners, employees, and customers through phone, email, and in-person communication.

Requirements

Must possess strong customer service skills including clear written and verbal communication.
Proven ability to foster a team environment with open communication and collaboration.
Must have a solid understanding of insurance workflow and policy lifecycle.
Must demonstrate patience working with people struggling to learn technical systems.
Analytical thinking and attention to detail is imperative.
Proven project coordination skills within a team-oriented environment are required.
Interface effectively with external contacts, Brotherhood employees, managers, and other staff members.
Associate's degree in Information Technology, Business, or related field of study is required.
Must have three years of work with computer systems, business analysis, or software support.

Nice To Haves

Bachelor’s degree is preferred.
Experience in advanced technical troubleshooting and leading small to medium projects is desired.
Insurance industry background is desired.
Technology and/or Insurance Certifications (A+, ITIL, CPCU, CISR, Agile Development, etc.) are desired.

Responsibilities

Provide technical support and advanced troubleshooting to end users on various issues relating to insurance software applications through prioritization, documentation, and resolution.
Provide root cause analysis resulting in interaction with business analysts, developers, and key business resources for appropriate and timely solutions.
Log, track, and test system bugs and feature enhancements while providing status updates and workarounds to end users.
Participate in regular prioritization discussions of software bugs with key business resources.
Draft and deliver mass communication to end users for product rollouts, new features, outages, and best practices.
Create written and visual training material for appropriate user education.
Create new user accounts in a timely manner with respect to all security requirements.
Provide project coordination for small to medium projects including analysis, system design, testing and implementation.
Attend budgeted training seminars to gain knowledge and skills required to grow and excel in fulfilling the responsibilities of this role.
Complete other projects as assigned.