Definity Insurance has an exciting opportunity to join our information technology department as a Technical Analyst, Production Support, reporting to the Manager of Technology. This position will allow the successful candidate to work independently with a variety of applications/systems and services to facilitate timely resolution to end user incidents in a courteous and professional manner.
The successful candidate will be accountable for incident prioritization, facilitating incident resolution and escalation, as well as enhancement management. The Production Support Technical Analyst is responsible for completing triage and appropriately assigning defects, enhancements and incidents where required to the appropriate IT teams / resources providing support.
Responsibilities
- Incident Management
- Perform initial analysis of the incident to determine validity and severity of the issue
- Resolves incidents for which documented resolution procedures exist and creates documentation to support new incident resolution
- Completes incident analysis to identify resolution or work-around and provide information to IT Level 3 support where required
- Triage
- Validates with business requestor to complete template of required information for further processing
- Assigns relevant classification of requests across Incident, Problem, Service Request, Enhancement and Project
- Is responsible for providing defect triage status reporting
- Customer Support
- Acts as a point of contact for Service Desk and Delivery teams where defects and enhancements require escalation
- Delivers assigned tasks / initiatives accurately and on a timely basis and with the appropriate level of urgency
- Consistently ensures delivery of triage services so that they achieve service-level agreements and meet customer expectations, that all requests are handled with the proper priority and that response time is in accordance with the service guidelines defined
- Problem/Risk Management
- Recognizes patterns and researches previous events to assist with root cause analysis
- Utilizes established method(s) to troubleshoot end user problems/incidents and eliminates them in a logical sequence until the cause is identified
- Anticipates potential issues and tracks related information to identify trends that may pose a risk to operations
- Projects and System Administration
- Participates in project requirements solution seeking with current system abilities
- Maintains enterprise software configurations to solve project requirements
- Works with the change management processes to bring changes to production
Personal Characteristics:
- Professional, friendly and courteous in all interactions
- Good communication and coordination skills
- Remain calm even under pressure and perform well in a busy environment
- Demonstrate an overall business approach that is both customer and results-oriented
- Team player and adaptable to a changing environment
- Strong written and verbal communication skills with the ability to translate technical information to business customers in a meaningful way
- Strong critical thinking skills that facilitate expedient problem solving
- Self-motivated, consistently demonstrating an ability to take initiative
- Ability to organize and prioritize multiple assignments, and meet deadlines
- Effective interpersonal skills and ability to collaborate in a constructive and positive manner
Qualifications:
- University Degree or college diploma in computer science, information systems or a related discipline or equivalent experience
- Property & Casualty Insurance experience an asset. Prior experience with Definity business applications or in a technical support role is an asset.
- Knowledge of ITIL, quality management standards, best practices, testing tools and metrics
- Strong customer service skills including ability to ask thoughtful questions to understand customer needs and actively look for ways to add value to customers
- Understanding of critical business systems/processes and adverse impact if not available
- Triage and problem solving skills
Salary range: $65,200 - $123,000
Role ID - 135
