Support Analyst II

Berkley•Urbandale, IA

1d•Hybrid

About The Position

Founded in 1967, W. R. Berkley Corporation has grown from a small investment management firm into one of the largest commercial lines property and casualty insurers in the United States. They are a Fortune 500 Company, listed on the New York Stock Exchange, and part of the S&P 500, with gross written premiums exceeding $10 billion. The Berkley brand comprises more than 50 businesses worldwide, divided into Insurance and Reinsurance & Monoline Excess segments. The company is led by Executive Chairman William. R. Berkley and President and CEO W. Robert Berkley, Jr., and is positioned for future growth. This Support Analyst II role is based in Urbandale, IA, with a hybrid work schedule (4 days in office, 1 day remote). As a Support Analyst II, you will provide first-level support and assistance for various applications and teams within the Berkley Regional Shared Services (RSS) member companies, serving both internal and external customers via telephone, email, or electronic chat. The company offers a culture of innovation, teamwork, supportive colleagues and leaders, internal mobility opportunities, visibility to senior leaders, and partnership with cross-functional teams, with an opportunity to impact change.

Requirements

Associate's degree or equivalent with emphasis in related field; or 5+ years related experience or training.
Willingness to learn new technologies.
Demonstrate the capability of meeting the key accountabilities or can learn/perform them.
Excellent problem solving and analytical skills.
Understanding of innovation and use of AI where practicable.
Strong interpersonal and communication skills, both oral and written.
Ability to quickly learn new technology and systems.
Demonstrate ability to solve problems in an effective and efficient manner.
Ability to work in a fast-paced team environment.
Requires strong ability to manage and prioritize multiple tasks with competing deadlines.
Strong customer and business focus.
Knowledge of technical aspects of computer operations and data communications.
Communicates clearly in verbal and written English; documents and explains technical issues, interprets business and technical materials, and uses basic math (rates, ratios, percentages) to understand service data, charts, and metrics.
Applies sound judgment to follow procedures and troubleshoot issues involving multiple variables in a standardized support environment, while consistently demonstrating WRBC Core Competencies and Innovation Behaviors.

Nice To Haves

Property and Casualty Insurance policy system knowledge and experience preferred.
Knowledge of company applications and workflow a plus.

Responsibilities

Provide tier 1 service desk support and troubleshooting of software, or network operational problems.
Monitor/follow issues through until resolution and determine impacts resulting from issue.
Utilize help desk call tracking and problem resolution software (Service Now and Jira) and thoroughly document problem resolution.
Provide Agency/Company interface and e-business solutions to the agency force and insureds of our regional companies as well our internal regional company employees.
Answer, evaluate, and prioritize incoming telephone, voice mail, email, and e-chat requests for assistance working in a fast-paced environment.
Ensure all required information has been captured from user.
Able to pinpoint issues – whether with portals, systems/applications, print, browsers, technical, etc.
Knowledgeable with upstream and downstream systems/applications and integration points that may cause issues.
May occasionally assist with training on use of systems/applications/portals.
Assist Business Units when needing to obtain policies/quotes, various information, and details when they are reviewing or testing systems and applications not supported by RSS development teams.
Serve as a liaison between user groups and IT staff.
Work with customers and business teams to fully understand issues and meet customer service levels as defined within service level agreements.
Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems.
Communicate issues and outages effectively to multiple levels within the organization.
Demonstrate the WRBC Core Competencies and Innovation Behaviors.
Other duties as assigned.