App Support Analyst I

Brotherhood Mutual; Fort Wayne (IN); On-site; USD 42,000 - 58,000; Full time

Job summary

Brotherhood Mutual Insurance Company is seeking an App Support Analyst I to provide technical support for insurance applications to independent agent partners, employees, and customers via phone, email, and in-person interactions. The role emphasizes customer service, problem resolution, and user education.

The position requires an Associate’s degree in IT or related field, with a Bachelor’s preferred, and about a year of IT or software support experience.

Qualifications

• Associate's degree in Information Technology, Business, or related field required.
• Bachelor’s degree preferred.
• One year of work with computer systems, business analysis, or software support desired.
• Insurance industry background preferred.
• Technology and/or Insurance Certifications (A+, ITIL, CPCU, CISR, Agile Development, etc.) beneficial.

Responsibilities

• Provide technical support to end users on issues relating to insurance software applications.
• Log, track, and test system bugs and feature enhancements with status updates and workarounds.
• Assist in root cause analysis with business analysts, developers, and key resources for timely solutions.
• Create new user accounts in a timely manner respecting security requirements.
• Assist in mass communication to end users for product rollouts, outages, and best practices.
• Create written and visual training materials for user education.
• Attend training seminars to grow in fulfilling the role’s responsibilities.
• Complete other projects as assigned.

Skills

Customer service

Written communication

Verbal communication

Team collaboration

Patience with users

Education

Associate's degree in IT or related field

Bachelor's degree preferred

1 year experience in IT support

Tools

ITIL

A+ Certification

CPCU

CISR

Agile Development

Job description

Job Title: App Support Analyst I

FLSA Status: Exempt

Job Family: Information Technology

Department: IT - Technology Support

Location: Corporate Office (Fort Wayne, IN)

JOB SUMMARY
Responsible for providing technical support, 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 to end users on various issues relating to insurance software applications through prioritization, documentation, and resolution.
• Log, track, and test system bugs and feature enhancements while providing status updates and workarounds to end users.
• Assist in root cause analysis resulting in interaction with business analysts, developers, and key business resources for appropriate and timely solutions.
• Create new user accounts in a timely manner with respect to all security requirements.
• Assist in mass communication to end users for product rollouts, new features, outages, and best practices.
• Assist in creating written and visual training material for appropriate user education.
• 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.
• Must work well in a team environment through open communication and collaboration.
• Must demonstrate patience working with people struggling to learn technical systems.
• Interface effectively with external contacts, Brotherhood employees, managers, and other staff members.

EDUCATION AND/OR EXPERIENCE
List Degree Requirement, Years' Experience, and Certifications

• Associate's degree in Information Technology, Business, or related field of study is required.
• Bachelor’s degree is preferred.
• One year of work with computer systems, business analysis, or software support is desired.
• Insurance industry background is desired.
• Technology and/or Insurance Certifications (A+, ITIL, CPCU, CISR, Agile Development, etc.) are a benefit.

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”.