Business Systems Support Specialist

Arlington Roe & Co•Indianapolis, IN

18h•Hybrid

About The Position

Arlington/Roe, a family-owned property/casualty wholesaler and managing general agency since 1964, has an outstanding opportunity for a Business Systems Support Specialist. Arlington/Roe has over 200 employees located predominately throughout the Midwest. We are a sales and customer service insurance organization that operates with the utmost integrity. A national leader in the wholesale/managing general agency arena, our company is respected and valued by the insurance agents we serve and insurance carriers we represent. The Business Systems Support Specialist supports Arlington/Roe’s proprietary insurance business management software and related business applications. This role serves as a primary point of contact for employees needing application support, with a strong emphasis on personal interaction, communication, follow-through, and building relationships with users throughout the organization. We are looking for someone who enjoys working with people, is approachable and engaging, and is comfortable getting out from behind the computer to work directly with employees to understand and resolve their needs. Technical tools and systems can be taught; curiosity, initiative, communication, and a genuine interest in helping people are essential to success in this role. The position is based in our Indianapolis, Indiana office, with the potential to transition to a hybrid work schedule following the completion of initial training; however, a hybrid arrangement is not guaranteed.

Requirements

Detail-oriented with strong organizational skills
Outgoing, approachable, and comfortable building relationships with employees throughout the organization
Enjoys working directly with people and prefers personal interaction when it can lead to faster or better understanding and resolution
Strong verbal communication and interpersonal skills
Professional, positive, patient, and service-oriented
Comfortable initiating conversations, asking questions, and working directly with users to understand their needs
Strong follow-up skills with a commitment to keeping users informed through resolution
Ability to multi-task and prioritize in a fast-paced environment
Ability to work independently and collaborate effectively as part of a team
Strong analytical, troubleshooting, and problem-solving skills
Ability and willingness to take on additional responsibilities as knowledge and experience grow
Technically curious with the ability and desire to learn new systems, applications, and processes
Ability to take ownership of issues and responsibilities without waiting for direction

Nice To Haves

Property & Casualty insurance experience is strongly preferred.
Experience supporting business applications or insurance systems is a plus.

Responsibilities

Serve as a primary point of contact for employees needing assistance with Arlington/Roe’s proprietary insurance business management software and related business applications
Own incoming business applications support requests and ensure users receive timely communication, follow-up, and resolution
Work directly with users to understand issues, business needs, and system questions, using in-person or direct conversation when appropriate rather than relying solely on electronic communication
Troubleshoot application issues, research system behavior, and determine the appropriate path to resolution
Escalate complex issues to internal technical resources or external vendors while maintaining ownership and communication with the user
Perform administrative functions within the proprietary insurance software, including user administration, products, templates, workflows, record maintenance, and other system configuration
Identify recurring issues and opportunities to improve system functionality, processes, documentation, or user training
Create and maintain end-user and system administration documentation and knowledge base content
Develop training materials and provide individual, group, and company-wide application training as needed
Participate in software quality control, system testing, User Acceptance Testing (UAT), and validation of fixes, enhancements, and releases
Work with business departments to understand operational needs and help translate those needs into system requirements
Support new system functionality, application enhancements, automation, and integrations with carriers and other technology partners
Coordinate with software vendors to research issues, communicate requirements, test solutions, and support implementation
Participate in business application projects and take increasing ownership of application enhancements and smaller projects as experience grows
Develop a strong understanding of Arlington/Roe’s insurance operations and how the proprietary business management system supports those operations
Identify opportunities to improve workflows, reduce manual processes, and improve the employees’ experience with business applications
Support the mission and goals of the Business Applications Team and company leadership
Perform other duties as assigned