Business Systems Support Specialist

Arlington/Roe; Indianapolis (IN); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Arlington/Roe in Indianapolis, IN seeks a Business Systems Support Specialist to serve as the primary contact for employees needing application support, focusing on personal interaction and relationship-building.

You will troubleshoot issues with the proprietary insurance software, document processes, develop training materials, and contribute to system improvements while collaborating with the Business Applications Team.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience preferred.
• Property & Casualty insurance experience is strongly preferred.
• Detail-oriented and able to manage multiple tasks in a fast-paced environment.

Responsibilities

• Serve as a primary contact for employees needing assistance with the proprietary insurance software and related applications.
• Own incoming support requests, ensure timely communication and resolution with users.
• Work with users to understand issues and translate needs into system requirements and actions.
• Troubleshoot issues, research behavior, and determine resolution paths; escalate when needed while maintaining ownership.
• Create and maintain end-user documentation, knowledge base content, and training materials.
• Support software testing, UAT, and validation of fixes and enhancements.

Skills

Detail-oriented

Strong interpersonal skills

Verbal communication

Analytical thinking

Troubleshooting

Ownership

Multi-tasking

Independent worker

Team collaboration

Curiosity/learning

Education

Bachelor’s degree or equivalent experience

Tools

Proprietary insurance software

Job description

Description

Arlington/Roe, a family-owned property/casualty wholesaler and managing general agency since 1964, has an outstanding opportunity for a Business Systems Support Specialist. Arlington/Roe has over 200 employees located predominately throughout the Midwest. We are a sales and customer service insurance organization that operates with the utmost integrity. A national leader in the wholesale/managing general agency arena, our company is respected and valued by the insurance agents we serve and insurance carriers we represent.

Summary Job Statement

The Business Systems Support Specialist supports Arlington/Roe’s proprietary insurance business management software and related business applications. This role serves as a primary point of contact for employees needing application support, with a strong emphasis on personal interaction, communication, follow-through, and building relationships with users throughout the organization.

We are looking for someone who enjoys working with people, is approachable and engaging, and is comfortable getting out from behind the computer to work directly with employees to understand and resolve their needs. Technical tools and systems can be taught; curiosity, initiative, communication, and a genuine interest in helping people are essential to success in this role.

The position is based in our Indianapolis, Indiana office, with the potential to transition to a hybrid work schedule following the completion of initial training; however, a hybrid arrangement is not guaranteed.

Education

Bachelor’s degree or equivalent combination of education and relevant professional experience preferred. Property & Casualty insurance experience is strongly preferred.

Qualifications

• Detail-oriented with strong organizational skills
• Outgoing, approachable, and comfortable building relationships with employees throughout the organization
• Enjoys working directly with people and prefers personal interaction when it can lead to faster or better understanding and resolution
• Strong verbal communication and interpersonal skills
• Professional, positive, patient, and service-oriented
• Comfortable initiating conversations, asking questions, and working directly with users to understand their needs
• Strong follow-up skills with a commitment to keeping users informed through resolution
• Ability to multi-task and prioritize in a fast-paced environment
• Ability to work independently and collaborate effectively as part of a team
• Strong analytical, troubleshooting, and problem-solving skills
• Ability and willingness to take on additional responsibilities as knowledge and experience grow
• Technically curious with the ability and desire to learn new systems, applications, and processes
• Ability to take ownership of issues and responsibilities without waiting for direction
• Experience supporting business applications or insurance systems is a plus

Essential Functions

• Serve as a primary point of contact for employees needing assistance with Arlington/Roe’s proprietary insurance business management software and related business applications
• Own incoming business applications support requests and ensure users receive timely communication, follow-up, and resolution
• Work directly with users to understand issues, business needs, and system questions, using in-person or direct conversation when appropriate rather than relying solely on electronic communication
• Troubleshoot application issues, research system behavior, and determine the appropriate path to resolution
• Escalate complex issues to internal technical resources or external vendors while maintaining ownership and communication with the user
• Perform administrative functions within the proprietary insurance software, including user administration, products, templates, workflows, record maintenance, and other system configuration
• Identify recurring issues and opportunities to improve system functionality, processes, documentation, or user training
• Create and maintain end-user and system administration documentation and knowledge base content
• Develop training materials and provide individual, group, and company-wide application training as needed
• Participate in software quality control, system testing, User Acceptance Testing (UAT), and validation of fixes, enhancements, and releases
• Work with business departments to understand operational needs and help translate those needs into system requirements
• Support new system functionality, application enhancements, automation, and integrations with carriers and other technology partners
• Coordinate with software vendors to research issues, communicate requirements, test solutions, and support implementation
• Participate in business application projects and take increasing ownership of application enhancements and smaller projects as experience grows
• Develop a strong understanding of Arlington/Roe’s insurance operations and how the proprietary business management system supports those operations
• Identify opportunities to improve workflows, reduce manual processes, and improve the employees’ experience with business applications
• Support the mission and goals of the Business Applications Team and company leadership
• Perform other duties as assigned
• The above statements are intended to describe the general nature and level of work being performed by the individual assigned to this position. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the position

For more information about Arlington/Roe, please visit our website at www.arlingtonroe.com.

Arlington/Roe is an Equal Opportunity Employer.

Arlington/Roe participates in E-Verify.