Senior Applications Support Specialist

HUB International•Chicago, IL

5d•$70,000 - $85,000•Onsite

About The Position

Provide high level systems and application support to the insurance business, with a focus on broker management, policy administration and document management applications. Work with IT and business operations across diverse businesses to assess systems information needs and correspond with internal teams and external vendors to ensure resolution of key issues. Play an active role in the maintenance of key business systems across various platforms.

Requirements

3 years’ experience required working with and administrating backend/servers
Working knowledge of SaaS technologies
1 – 2 years’ experience required working with MS SQL, MS Office 365, and Powershell
Comfort working in SQL Server Management Studio (SSMS) to review, run, and troubleshoot queries against production data
1 year experience working in a distributed network environment
2 years’ experience working with end users and providing production support
Strong organizational skills, detail oriented with the ability to handle multiple projects and priorities concurrently
Excellent interpersonal skills required
Strong time management and organizational skills
Self-motivated and proactive team member who will utilize time efficiently, share knowledge, and be receptive to others’ ideas
Desire to exceed customer expectations by providing world class customer service

Nice To Haves

2+ years’ experience with document management system support and administration
2+ years’ experience with policy administration or broker management application support and administration
Exposure to additional insurance application categories preferred (e.g., claims, or rating and comparative rater platforms)
Experience supporting and troubleshooting application integrations
Experience or exposure across retail, MGA (Managing General Agent), and/or wholesale insurance distribution channels preferred
3 years’ experience in the Insurance industry preferred
1 year experience developing test plans and data, testing and verification of results

Responsibilities

Serve as second/third level support for Enterprise Broker Applications
Receive and respond to service requests and incidents in a timely manner, adhering to established SLA and OLA timeframes
Review error logs
Work with vendors and internal teams to research and resolve problems
Identify recurring issues and provide solutioning to prevent future occurrences
Responsible for maintenance of assigned systems including scheduled utilities
Monitor application performance and develop recommendations for corrections and improvements
Coordinate with Service Desk lead on introduction of new applications and accompanying Maintenance and Support SOPs
Mentorship and cross-training of team members
Develop training material, knowledge base articles, and support documentation for both the immediate team as well as the first level Service Desk team
As required, coordinate activities with technical support staff and operations management
Occasional weekend and after-hours support as required