System Administrator II- Bala Cynwyd, PA

Tokio Marine Group of Companies • Lower Merion Township, PA

2d

About The Position

Responsible for providing business applications support to the Insurance Carrier companies supported by Tokio Marine North America with a primary focus on Policy, Claim, and Billing systems. This role involves managing and administering ITSM tickets for incidents, problems, user queries and business requests to support their processes and applications.

Requirements

• Bachelor’s Degree preferred (preferably in MIS, IT, or Business) or comparable experience
• 2-5 years’ experience preferred
• Excellent problem solving and analytical skills
• Knowledge of ITIL practices preferred
• Knowledge of SDLC preferred
• Insurance knowledge preferred
• Strong writing and communication skills
• Familiarity with ITSM platforms such as ServiceNow
• Strong customer service orientation (responsive, consultative, collaborative, and accurate)
• Strong interpersonal relationship building skills: able to work with a variety of people and groups in a constructive and collaborative manner
• Strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions
• Superior attention to detail
• Ability to work effectively as part of a team

Responsibilities

• Delivers consistent and outstanding service experience to all group company customers via (phone, email and ITSM tickets)
• Resolves issues on first contact whenever possible
• Assumes ownership of issues as needed to guide/ensure prompt resolution for business users
• Identifies, recommends, and implements approved process improvements
• Creates / Modifies processes and procedures to document resolution of repeatable problems via ITSM knowledge management module
• Supports multi-tier application deployments by reviewing release notes prior to production deployment weekends following SDLC and Change Management best practices
• Monitors ITSM tool ticket queue to ensure SLA adherence
• Provides technical support when requested
• Escalates incidents to development and support teams as needed
• Participates in queue manager rotation assigning tickets to team members via defined process
• Performs special projects outside of operational daily duties to instantiate process improvements

Benefits

• competitive benefits package
• bonus eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees