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Application Support Analyst II


Remote- Pacific Time Zone

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The Application Support Analyst’s role is responsible for resolving application and system issues related to multiple applications. The position requires that the individual possesses both insurance business and technical IT knowledge. Experience in managing the daily routine operations and maintenance of insurance software system applications. Must be able to communicate with end users and understand issues related to end user applications and insurance workflows.

  • Manage incoming tickets related to business applications; prioritize and troubleshoot system problems and issues; maintain help desk knowledge base and deliver end-user satisfaction by providing excellent customer service.
  • Understand business applications in-depth; provide recommendations and implications of changes to the system for informed decision making.
  • Build and maintain strong cross functional relationships through timely communication and follow up.
  • Analyze, modify, maintain, update, and provide quality assurance according to software specifications, IT protocols, and established business rules.
  • Build and maintain positive working relationships with team members, internal customers, and external vendors.
  • Provide support for critical situations (in conjunction with others).
  • Training other staff members on troubleshooting and diagnosing problems
  • Assist in system upgrades, installations, and testing of the applications in collaboration with vendors and implementation partners
  • Ensure environments (Dev, Test, Training) are setup correctly, are ready for team access per schedule, and are administered efficiently throughout the project phases.
  • Ensure compliance with IT policies and procedures; support internal/external audits.
  • Be a liaison between IT and the business team and actively participate in project prioritization and business adoption.
  • Prepare variety of written materials (detailed remediation steps, notices, reminders, technical standards, security policies, etc.) for the purpose of documenting activities, providing written reference and/or conveying information.
  • Analyze and research system configurations and enhancements
  • Attend meetings with internal customers and/or outside vendors to jointly determine and prioritize needs
  • Working knowledge of insurance business processes and applications including CRM, ConceptOne, SurePath, and program business applications.

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