The Application Support Specialist I will be responsible for providing technical and business process support for end-user applications. In this role, the End User Specialist I will work closely with our business and technology partners to monitor, track, and triage incidents reported by application end-users. The individual will be responsible to quickly evaluate information, engage and assist technology staff, and communicate issues to help remediate and resolve production issues efficiently and effectively.
Provide technical and business process support to application end user community.
Respond to and communicate timely and effectively with end users providing professional, courteous, and knowledgeable service. Act with an appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction while ensuring SLA compliance.
Communicate and recommend business processes, procedures and diverse information to resolve customer issues. Gather end-user information, research internal knowledgebase and documentation for known solutions, isolate causes and take restorative actions while minimizing disruption to business operations.
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken through resolution.
Evaluate documented resolutions and analyze trends for ways to prevent repeat occurrence.
Communicate application incidents and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Escalate incidents and issues when required; manage escalation through resolution and closure with the end-user.
Identify, classify, and prioritize business critical issues, including production defects, fixes, and enhancements. Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved. Provide UAT testing support of production defect resolutions during testing phases.
Provide recommendations for support process improvement and implement changes.
Production Application Support: Support Individual Life Operations through the maintenance of existing system structure (related subsystems and applications). Provide user support on system-related issues.
Ensure timely response to basic end-user inquiries and incidents, proper documentation and timely resolution leveraging resources from throughout the Individual Markets organization.
Responsibility for ensuring that incident information is communicated effectively to the proper Technology and business contact points.
Responsibility for the investigation, diagnosis, and resolution of end-user incidents
Evaluate reported incidents and issues for trend analysis and risk of recurrence.
Actively support implementation to validate application health and stability.
Defect Management: Research, analyze and test application defects that involve basic system logic and interfaces with other Individual Markets systems.
Identify, classify, and prioritize production defects, ensuring proper awareness and escalation of critical issues, and appropriate understanding of business process impact.
Collect and document relevant information related to production defects discovered, including affected application, details regarding defect reproduction, and expectations regarding appropriate application functionality.
Perform application testing to validate technology solutions and fixes for production defects, and support post resolution activities.
Communication Management: Listen, understand and articulate business experience and impact of technical and non-technical information in both written and oral formats to end-user and management.
Escalate and resolves issues via proper communication channels.
Communicate sense of urgency to technical teams during recovery and issue resolution.
Risk Management: Timely identify, track, manage and resolve issues and risks
Knowledge Management: Maintain expertise of business processes associated with the use of individual life applications.
This position reports to the Supervisor, Workplace Support who, in turn, reports to the Director, Deskside Support. Candidate Qualifications:
General Risk Management and situation management skills
Ability to prioritize and multi-task balancing technical, business, and other drivers.
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
Ability to rapidly create concise, accurate and grammatically correct documentation to support incident recovery, including executive summaries, action logs, and information records.
Ability to effectively prioritize and execute tasks with a sense of urgency in a high-pressure environment to ensure SLA compliance and rapid issue response.
Working knowledge of and experience with Individual Life applications (EVD, FDP, GPAC, GOL, GPS, iPipeline, OnDemand, OTTO, STP and Unity).
General knowledge of the operational areas within the Individual Markets Profit Center as well as a good awareness of the wider Guardian structure.
Working knowledge of and experience with supported applications, including a comprehensive understanding of at least one associated business process and/or function.
General understanding of application interdependencies and affect those interdependencies have on supported business operations.
Disp lays technical and functional competence and expertise
Proactively looks at new and different ways of approaching work
B A/BS in Business Administration, Computer Science, Information Systems or equivalent experience preferred.
Certifications in a business continuity, ITIL (Information Technology Infrastructure Library) Foundation, or other emergency management/incident response area preferred but not necessary
3-5 years prior working knowledge of Individual Life applications (EVD, FDP, GPAC, GOL, GPS, iPipeline, OnDemand, OTTO, STP and Unity).
3-5 years experience in a role requiring strong communication and interpersonal skills, leading complex rapidly-created working groups towards the common goal of resolving an incident, coordinating activities, understanding relative priority and commanding respect during fast paced, high pressure incident control group meetings.
3-5 years experience in a role requiring strong documentation and writing skills, ability to communicate rapidly and effectively through the written word.
3-5 years of employee benefits insurance experience preferred
Me dical, dental, vision, and prescription plans
Attractive Paid Time Off (PTO)
Life and disability insurance
Tuition assistance program
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Every day, Guardian provides Americans the security they deserve through our insurance and wealth management products and services. Since our founding in 1860, our long-term view has helped our customers prepare for whatever life brings whether starting a family, planning for the future or taking care of employees. Today, we're a Fortune 250 mutual company and a leading provider of life, disability, dental, and other benefits for individuals, at the workplace and through government sponsored programs. The Guardian community of 9,500 employees and our network of over 2,700 financial representatives is committed to serving with expertise when, where and how our clients need us. Our commitments rest on a strong financial foundation, which at year-end 2018 included $8.5 billion in capital and $1.6 billion in operating income. For more information, please visit guardianlife.com or follow us on Facebook, LinkedIn, Twitter and YouTube.
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
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