Production Support Analyst

Application Support Analyst with expertise in P&C insurance (billing / policy) wanted for a contract to hire role to be located 3 days on site in Clearwater FL - 6 mos as a contractor to start

Basic SQL needed

Leads the role in triaging production support tickets.

• Learns the Applications to the depth required to be able to properly support them.
• Operates and supports the services you own to the established SLAs. This includes managing an on-call rotation and ensuring prompt incident response to resolve issues.
• Reviews Operational metrics, lead root cause analysis of issues, and drive appropriate resolutions.
• Collaborates with a team of onshore Business Analysts to design, build, validate and deploy software solutions.
• Works closely with Infrastructure, and other DEV teams to support the software delivery process.
• Maintains excellent communication with IT Management on all tasks and projects.
• Provides reports on IT systems performance and logging to management.
• Assures compliance requirements are met for the Insurance area.
• Although we keep 8-5 office hours, this role will be required to work before / after hours and weekends as required to meet deadlines.
• Knowledge, Skills, and Behaviors
• Knowledge of the P&C insurance industry.
• Knowledge of SQL Relational Database and API is a plus but not required
• Knowledge of web development is a plus but not required
• Knowledge of company services and products.
• Knowledge of Software Delivery Life Cycle.
• Knowledge of Incident Management.
• Possess advanced critical thinking and comprehension skills.
• Possess a strong desire to be the best at what you do and to excel / advance at you job.
• Possess excellent collaboration, communication and presentations skills.
• Possess the knowledge and ability to provide the right tools to support the business and stay current on the latest trends, tools and techniques in the P&C insurance industry.
• Possess organizational skills, give attention to detail, and exercise timely / consistent follow up.
• Ability to effectively plan, organize, and prioritize work assignments to meet deadlines.
• Ability to establish and maintain filing systems, format, proofread, edit documents, and perform calculations.
• Ability to manage multiple projects.
• Ability to compose clear, comprehensive, and accurate verbal and written communications and reports.
• Possess proficient skills in Word, Excel, Access and Outlook
• Ability to be effective when working independently or cooperatively as a team member.
• Ability to consistently project a professional appearance and demeanor.
• Ability to exercise professional judgment and initiative.
• Ability to interface with multiple departments, multi-task and work independently.
• Ability to listen carefully and respond to or refer customer requests and problems with diplomacy, and a sense of urgency.
• Ability to look for opportunities to apply new ideas, methods, designs, and technologies.
• Ability to maintain a positive and respectful attitude.
• Ability to maintain diplomatic customer / client relations.
• Ability to process, interpret, and communicate complex information and data.
• Ability to project an outgoing and service focused personality.
• Ability to understand and follow oral and written directions.
• Ability to use discretion in dealing with confidential matters and information.
• Ability to work in a fast-paced environment.
• Ability to consistently report to work on time prepared to perform duties of the position.

Minimum Requirements

• Some sort of advanced training in IT (college / certifications)
• Experience in the P&C insurance industry (Policy / Billing)
• A basic knowledge / understanding of ITSM (ITIL)
• Ability to comprehend complex technical and logical concepts as well as communicate this information to technical and non-technical team members.

Preferred Requirements

Bachelor’s degree in Computer Engineering or related field.

• IT Certifications in areas relevant to this role.
• 5+ years of production support experience.
• 3+ years in supporting commercial insurance applications.
• ITIL or other ITSM Certification
11 days ago