Systems Support Specialist

Penn National Insurance•Harrisburg, PA

4h•Hybrid

About The Position

Inservco Insurance Services, a wholly owned subsidiary of Penn National Insurance, is a leading regional third-party claims administration firm that provides risk management services to customers. We are hiring for a Systems Support Specialist. This position conducts business process analyses, needs assessments and defines functional, system and program requirements to ensure information technology solutions are aligned with business initiatives. This position is a hybrid role, located in Harrisburg, PA.

Requirements

Associates degree required or 2 years comparable work experience required
A minimum of 5 years’ experience in automated systems processing/testing within the Property and Casualty insurance environment.
Microsoft Word, Excel, PowerPoint, Access, and Outlook
Demonstrated customer service skills
Demonstrated verbal and written skills
Demonstrates good understanding of systems development/project management methodology
Demonstrated ability to work in a team environment
Demonstrated multitasking skills
Demonstrated ability to recommend preferred and alternative systems solutions, and the pro/cons of each
Demonstrated ability to adjust quickly to changing assignments and priorities
In-depth working technical knowledge of assigned systems/applications
Strong technical knowledge of property and casualty automated systems used internally and/or vendor systems used by external clients for multiple lines of business
Breadth of knowledge is broad across multiple and diverse known systems as well as the expectation to quickly understand new systems and integrate those systems into business/systems solutions
Knowledge of claim processing and data reporting.
Familiarity with database querying language such as MS SQL.
Working knowledge of relational databases as well as business object oriented databases and XML
This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
Must be able to see and effectively use a computer monitor.
Must be able to operate a computer, keyboard and applicable printers and other general office equipment.
Must be able to access and enter information accurately using automated systems.
Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.
Must be able to present information to individuals and groups.
Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
Must be able to maintain acceptable attendance and adhere to scheduled work hours.
Must have a valid driver’s license and be able to operate a motor vehicle.
Must be able to travel occasionally.

Nice To Haves

Continuing education and self-improvement in insurance-related courses such as IIA, CPCU, AIT, etc. preferred

Responsibilities

Creates and updates or modifies systems documentation including, but not limited to: business or systems requirements, change requests, workbooks, test matrices, test cases on new product development, and report layouts. Documentation is used by programmers/developers to program changes to production systems.
Creates and updates systems reference and user training manuals and Job Aids/Standard Operating Procedures.
Develops training material or Job Aids/Standard Operating Procedures for system entry procedures and manuals.
Develops agency and office communications.
Provides one-on-one or formal training with Inservco business clients and agents on new and existing system functionality.
Creates system training manuals and job aids/Standard Operating Procedures.
Develop and deliver system training courses for corporate and service office business clients.
For assigned business requirements, change requests, state or line of business assignments, independently interacts regularly with staff to clarify and confirm project expectations; seeks understanding of upcoming requests; and when production issues occur, provides input on how issues may be resolved.
Interacts with IT, Inservco clients and vendors to clarify requirements and resolve production problems for multiple and diverse systems.
Estimates time to complete individual assignments. Create action plans associated with specific project assignments. Organize and prioritize personal work to meet assigned target dates. Manages multiple concurrent projects. Able to plan work and proceed with assigned tasks with minimal supervision. Successfully handles multiple complex concurrent assignments.
Works closely with other staff to implement systems upgrades. Review product release upgrade notes to determine areas of impact; partners with other IT staff to develop project implementation plan; develops test plans, test criteria and test cases to ensure upgrade meets user functionality needs; develops user documentation.
Works with State Insurance Examiners and Management Staff to respond to market conduct examines and internal audits; develops and manages cross-functional plans to respond to audit inquiries, develops reports as necessary.
Analyzes data and produces reports to provide to clients to show metrics and trends of their program.
Estimate, plan, lead, organize, control and report status for small-to-medium sized “planned” projects (or subsystems of strategic projects) or support teams with several cross-functional team members. Successfully handles multiple concurrent complex assignments, and assists others with their assignments.
Easily accommodates changing assignments, suggesting appropriate priorities to manager or team leader as needed. Independently takes action to achieve goals beyond what is required, being proactive; makes constructive suggestions; actively participates in team meetings.
Collaborates with Inservco staff on changes or new product development and resulting systems implications. Analyze and research business and systems information gathered from multiple and diverse sources. Uses information to develop business and systems requirements. As necessary, develop new strategies to meet unexpected business challenges. Focus at this level is cross-functional.
Creates, updates or modifies vendor systems documentation and business requirements.
Provides business and systems direction to vendor staff.
Works with vendor and other IT staff to develop and execute project plans.
Analyze issues to identify specific data problems, systemic issues, and root causes. Recommends and documents preferred and alternate solutions, the pros and cons of each, and presents solutions to manager and client for input and agreement.
Plans and coordinates problem resolution activities. Focus at this level is non-routine problems/issues and is cross-functional.
Review peer test results and certify adherence to Inservco standards. Coordinate and conduct effective cross-functional meetings. Within defined parameters, negotiate target dates as necessary. Mentors team members. Cross-train team members. Manage client expectations. In absence of Department Manager, may be called upon to respond to urgent requests, attend and facilitate meetings, and provide general direction to department staff. May also assist Department Manager with budgeting or resource planning.
Develops test plans, test matrices and test cases for new product development to ensure outcomes meet project definition and quality expectations.
Provides guidance and direction to Technicians as they complete full testing on new product development.
Mentors and trains less experienced staff and new employees on new activities as assigned.
Participates in self-development to maintain the currency necessary to perform the duties of the position.
May provide direction and guidance to less experienced staff assigned to incoming support requests (calls / emails from service offices and agents).
Provides guidance, direction and training to staff members who can’t resolve problems independently.
Completes limited (high level) testing on new product development.
May be called upon to do more volume testing based on project assignment or resources needs; requires thorough knowledge of all systems within assigned department.
May temporarily direct efforts of staff and provide input on their performance as related to project assignments.
Performs other duties as may be assigned by the direct reporting managers noted above.

Benefits

Generous 401(k) match
graded profit sharing
incentive compensation
a wide range of benefits to support your financial health, physical well-being and career development.
remote and hybrid work options
flexible scheduling
a “dress-for-your-day” culture.
Access to programs that help you enhance your knowledge, skills and educational goals
100% tuition reimbursement for academic studies.
Tailored designation programs to help you advance in your career such as CPCU, AINS, CPA, CISSP, and more.