Alliant Insurance Services is one of the nation’s largest and fastest-growing insurance brokerage and consulting firms. We operate through a network of specialized national platforms and local offices to offer our clients a comprehensive portfolio of solutions built on innovative thinking and personal service. Alliant is changing the way our clients approach risk management and benefits, so they can capitalize on new opportunities to grow and protect their organizations. More information is available on the company's website at: www.alliant.com.
SUMMARY
Responsible for providing a high-level of customer service to users experiencing technical issues with the company's business applications. Responsible for troubleshooting and effective problem resolution.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provides detailed technical customer support company-wide, troubleshooting for the business application systems.
Acts as first point of contact for users who are experiencing business application related problems.
Serves as an escalation for more complex application issues and resolutions.
Logs, tracks, and documents support tickets appropriately providing accurate details.
Provides support on multiple business applications within the suite of applications that are managed by the organization.
Manages user access, security, and permissions within the business applications.
Provides training and support on system functionality to the end users and internal support team as part of releases and issue resolution.
Develops and maintains documentation and knowledge base articles to empower users and promote self-service.
Builds a relationship with the third-party vendors support teams to resolve complex issues quickly and effectively.
Performs system testing following patching and upgrades, including business continuity testing and script changes and addresses escalated issues related to upgrades and patching.
Diagnoses and resolves more complex application issues, system errors and data discrepancies to minimize user downtime.
Collaborates with IT teams to report issues, deploy and test fixes.
Ensures that security and integrity of user onboarding and offboarding meet the appropriate controls and follow the proper procedures to mitigate risks.
Understands and assists in data management and accuracy, including data migration and testing.
Assists with audit reviews and implementation of recommendations.
Participates in developing support policies and procedures for applications that are supported by the team.
Participates in testing systems and software after major changes and improvements are made, including script changes.
Handles complex technical issue resolution by providing analysis and problem definition for production issues.
Complies with agency management system data standards and data integrity (enters and maintains complete and accurate information).
QUALIFICATIONS
EDUCATION / EXPERIENCE
Bachelor's Degree in information technology or equivalent combination of education and insurance experience
Three (3) or more years related work experience with a demonstrated understanding of application support for business office applications.
Two (2) or more years Insurance industry experience
Strong knowledge and understanding of Commercial and Claims Insurance
SKILLS
Strong understanding of software as a service, user permissions, cloud infrastructure
Excellent verbal and written communication skills
Excellent customer service skills, including telephone and listening skills
Ability to work within a fast paced team and to foster teamwork
Good planning, organizational and prioritization skills
Exceptional analytical and problem-solving skills with the ability to resolve complex and critical issues
Strong ability to manage multiple projects simultaneously and adapt to rapidly changing priorities
In-depth knowledge of Microsoft Office products, Internet Application/System Architectures and troubleshooting skills
We are proud to provide comprehensive, high quality employee programs to meet employees’ needs now and in the future, including a very competitive financial package. We encourage you to explore what we have to offer. For immediate consideration for this position, please click on the “Apply Now" button. Alliant Insurance Services, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, age, religion, gender, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected status. If you are applying for a job and need a reasonable accommodation for any part of the employment process, please call our Career Center at 1-877-901-9473 and let us know the nature of your request and contact information.
For more information on Alliant Insurance Service's benefits, click here.
United States only
