System Administrator II- Bala Cynwyd, PA

TMNA Services•Bala Cynwyd, PA

16h•Onsite

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