Amwins is the leading global specialty insurance distributor with more than 6,000 employees in 160 offices. Company information can be found at www.amwins.com.
As a critical member of the Amwins IT department, the Business Application Support Analyst provides application support to internal employees throughout the U.S. The Analyst must demonstrate excellent communication and people skills, along with technical abilities to perform 1st and 2nd tier troubleshooting of business system problems. The business systems are custom developed by Amwins in addition to a variety of insurance industry solutions. The Analyst will diagnose, troubleshoot, and resolve incidents from internal users of business applications within defined processes and service standards. The Analyst will be a member of a team which provides vital operational support to geographically dispersed insurance production teams. The Support Analyst must be eager to learn and quickly adapt to new processes and technologies.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential job functions include, but are not limited to:
- Provide first level support for a variety of insurance systems.
- Build relationships with employees by establishing trust and being an advocate for the employee.
- Log and manage end user incidents in the Service Management System.
- Escalate incidents requiring further troubleshooting or elevated privileges.
- Follow-up with employees regarding the resolution of incidents.
- Monitor and manage overall integrity of the data within insurance systems.
- Author knowledge articles for reference by employees and support team.
- Provide after-hours “on call” support to employees during assigned periods.
KNOWLEDGE/EXPERIENCE
- At least 2 years of work experience in an office environment that included employee or customer support via phone and online.
- Proven ability to learn and use software business systems.
- Working knowledge of Microsoft Office technologies.
- Bachelor degree or higher.
NECESSARY SKILLS/ATTRIBUTES
- Strong customer service skills with the ability to be positive and supportive in phone conversations with employees and via email.
- Ability to confidently and accurately listen, paraphrase, and provide business process and technical details to others in effort to resolve an issue.
- Ability to follow structured processes to log, update and resolve support tickets in the IT Service Management system.
- Ability to use documented procedures, knowledge articles and other reference materials to solve issues.
- Effectively engage with support team members to learn and share knowledge and continue to grow individual skills and contributions.
- Ability to handle multiple tasks simultaneously, organize tasks effectively and work with Manager to prioritize workload.
- Self-motivated to build contextual awareness of business scenarios, data relationships and software functions to continuously improve and grow career.
- Ability to work flexible/extended hours, if needed.
