Application Support Specialist - Tier III

HUB International; Chicago (IL); Sur place; USD 70 000 - 85 000; Plein temps

Avantages offerts par ce poste

Health/dental/vision insurance

401(k) with company match

Paid time off

Résumé du poste

HUB International in Chicago seeks an experienced IT Systems Support professional to provide high-level support for broker management, policy administration, and document management applications. You will collaborate with IT and business ops, investigate issues, and maintain key systems across platforms.

Responsibilities include handling service requests per SLA, researching problems with internal teams and vendors, and developing training materials for the team and first-level desk.

Qualifications

• 3 years’ experience administering backend/servers.
• Working knowledge of SaaS technologies.
• 1–2 years’ experience with MS SQL, MS Office 365 and PowerShell.
• Comfort using SSMS to review, run, and troubleshoot production queries.
• 1 year experience working in a distributed network environment.
• 2 years’ experience working with end users and providing production support.
• Strong organizational skills, detail oriented with the ability to handle multiple projects and priorities concurrently.
• Excellent interpersonal skills.
• Self-motivated and proactive team member who will utilize time efficiently, share knowledge, and be receptive to others’ ideas.
• Desire to exceed customer expectations by providing world class customer service.

Responsabilités

• Serve as second/third level support for Enterprise Broker Applications.
• Receive and respond to service requests and incidents within SLA/OLA timeframes.
• Research and resolve problems with vendors and internal teams.
• Identify recurring issues and provide solutions to prevent recurrence.
• Maintain assigned systems including scheduled utilities.
• Monitor application performance and propose improvements.
• Coordinate with Service Desk on new applications and SOPs.
• Mentor and cross-train team members.
• Create training materials and knowledge base articles.
• Coordinate with technical support staff and operations management.
• Occasional weekend and after-hours support.

Connaissances

Backend administration

SaaS technologies

End-user support

Time management

Communication skills

Team collaboration

Proactive mindset

Outils

MS SQL

MS Office 365

PowerShell

SSMS

Description du poste

At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is one of the largest global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

Summary of Position:

Provide high level systems and application support to the insurance business, with a focus on broker management, policy administration and document management applications. Work with IT and business operations across diverse businesses to assess systems information needs and correspond with internal teams and external vendors to ensure resolution of key issues. Play an active role in the maintenance of key business systems across various platforms.

Major Functions:

• Serve as second/third level support for Enterprise Broker Applications
• Receive and respond to service requests and incidents in a timely manner, adhering to established SLA and OLA timeframes
• Work with vendors and internal teams to research and resolve problems
• Identify recurring issues and provide solutioning to prevent future occurrences
• Responsible for maintenance of assigned systems including scheduled utilities
• Monitor application performance and develop recommendations for corrections and improvements
• Coordinate with Service Desk lead on introduction of new applications and accompanying Maintenance and Support SOPs
• Mentorship and cross-training of team members
• Develop training material, knowledge base articles, and support documentation for both the immediate team as well as the first level Service Desk team
• As required, coordinate activities with technical support staff and operations management
• Occasional weekend and after-hours support as required

Basic Qualifications:

• 3 years’ experience required working with and administrating backend/servers
• Working knowledge of SaaS technologies
• 1 – 2 years’ experience required working with MS SQL, MS Office 365, and Powershell
• Comfort working in SQL Server Management Studio (SSMS) to review, run, and troubleshoot queries against production data
• 1 year experience working in a distributed network environment
• 2 years’ experience working with end users and providing production support
• Strong organizational skills, detail oriented with the ability to handle multiple projects and priorities concurrently
• Excellent interpersonal skills required
• Strong time management and organizational skills
• Self-motivated and proactive team member who will utilize time efficiently, share knowledge, and be receptive to others’ ideas
• Desire to exceed customer expectations by providing world class customer service

Preferred qualifications:

• 2+ years’ experience with document management system support and administration
• 2+ years’ experience with policy administration or broker management application support and administration
• Exposure to additional insurance application categories preferred (e.g., claims, or rating and comparative rater platforms)
• Experience supporting and troubleshooting application integrations
• Experience or exposure across retail, MGA (Managing General Agent), and/or wholesale insurance distribution channels preferred
• 3 years’ experience in the Insurance industry preferred
• 1 year experience developing test plans and data, testing and verification of results

JOIN OUR TEAM

Do you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join HUB International, you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service.

The expected salary range for this position is $70,000- $85,000 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages: health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits such as vacation, sick, and personal days, and eligible bonuses, equity and commissions for some positions.