Application Supp Engineer I (2 roles)

Aflac, Incorporated•Columbus, GA

6d•Hybrid

About The Position

We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…The Aflac Way. Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com. Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac. Work Designation. Depending on your location within the continental US, this role may be hybrid or remote. If you live within 50 miles of the Aflac offices located in Columbus, GA or Columbia, SC, this role will be hybrid. This means you will be expected to work in the office for at least 60% of the work week. You will work from your home (within the continental US) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership. If you live more than 50 miles from the Aflac offices located in Columbus, GA or Columbia, SC, this role will be remote. This means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions that you are requested to come to the office based on business need. Any requests to come to the office would be communicated with you in advance.

Requirements

Salesforce Leave Case Management experience
Understanding of ITIL concepts and terminology
Proficiency in troubleshooting, using logs and monitoring data
Ability to analyze data sets and generate reports
Understanding the importance of maintaining quality standards
Effective communication with stakeholders at various levels
Bachelor's Degree in Computer Science, Information Systems, Business Administration or related field
Zero to 2+ years of application support experience
Or an equivalent combination of education and experience

Nice To Haves

Knowledge of state and federal FMLA regulations; Paid Family and Medical Leave experience
Knowledge of medical disability management

Responsibilities

Respond promptly and professionally to customer inquiries through multiple channels
Troubleshoot and resolve technical issues using logs, monitoring data, and diagnostic tools
Escalate unresolved or complex issues to senior team members or development teams when required
Execute standard operating procedures during incidents to minimize disruption and restore service
Update and maintain operational runbooks and internal knowledge bases with clear, concise information
Document incidents and resolutions in ticketing systems to support knowledge reuse and transparency
Work closely with cross-functional teams, such as developers, infrastructure, and QA, Business units and External Customers to resolve issues
Lead clear communication during active incidents to manage expectations and minimize confusion
Assist in the resolution of deployment issues and apply temporary workarounds when needed
Contribute to internal knowledge sharing through documentation and participation in team sessions
Support training initiatives by sharing best practices and process improvements
Analyze recurring issues to identify root causes and propose process enhancements
Participate in initiatives that improve team efficiency, service quality, and customer satisfaction
Write basic SQL queries to retrieve data for troubleshooting and analysis
Assist with data validation and support reporting requests related to application support
Liaise with stakeholders to understand business impact and urgency, adjusting prioritization to meet service expectations
Performs other duties as required

Benefits

medical
dental
vision coverage
prescription drug coverage
health care flexible spending
dependent care flexible spending
Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
401(k) plans
annual bonuses
opportunity to purchase company stock
11 paid holidays
up to 20 days PTO to be used for any reason
state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being
adoption and parental leave