Job Description

Job Title:

App Support Analyst II

FLSA Status:

Exempt

Job Family:

IT - Tech Support

Department:

IT - Tech Support

Location:

Corporate Office (Fort Wayne, IN)

JOB SUMMARY

Responsible for providing technical support, advanced troubleshooting, analysis, and training for insurance applications to independent agent partners, employees, and customers through phone, email, and in-person communication.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Provide technical support and advanced troubleshooting to end users on various issues relating to insurance software applications through prioritization, documentation, and resolution. Provide root cause analysis resulting in interaction with business analysts, developers, and key business resources for appropriate and timely solutions. Log, track, and test system bugs and feature enhancements while providing status updates and workarounds to end users. Participate in regular prioritization discussions of software bugs with key business resources. Draft and deliver mass communication to end users for product rollouts, new features, outages, and best practices. Create written and visual training material for appropriate user education. Create new user accounts in a timely manner with respect to all security requirements. Provide project coordination for small to medium projects including analysis, system design, testing and implementation. Attend budgeted training seminars to gain knowledge and skills required to grow and excel in fulfilling the responsibilities of this role. Complete other projects as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Must possess strong customer service skills including clear written and verbal communication. Proven ability to foster a team environment with open communication and collaboration. Must have a solid understanding of insurance workflow and policy lifecycle. Must demonstrate patience working with people struggling to learn technical systems. Analytical thinking and attention to detail is imperative. Proven project coordination skills within a team-oriented environment are required. Interface effectively with external contacts, Brotherhood employees, managers, and other staff members.

EDUCATION AND/OR EXPERIENCE

Associate's degree in Information Technology, Business, or related field of study is required. Bachelor's degree is preferred. Must have three years of work with computer systems, business analysis, or software support. Experience in advanced technical troubleshooting and leading small to medium projects is desired. Insurance industry background is desired. Technology and/or Insurance Certifications (A+, ITIL, CPCU, CISR, Agile Development, etc.) are desired.




Terms and Conditions



This description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.



Because the company's niche is the church and related ministries market, and because effective service requires a thorough understanding of this market, persons in this position must be familiar with church operations and must conduct themselves in a manner that will neither alienate nor offend persons within this target niche.



Brotherhood Mutual Insurance Company reserves the right to modify, interpret, or apply this position description in any way the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise. The employment relationship remains "at-will".


Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.