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Application Support Senior Specialist

Company: Guardian Life
Location: Westminster
Posted on: May 6, 2021

Job Description:

Position Summary:Do you have the desire to be part of a growing and innovative team? Is a culture where "People Count" and "We do the Right Thing" important to you? If so, Guardian Life Insurance Company is actively seeking a passionate, driven Application Support Senior Specialist. The Application Support Specialist is part of a team responsible for 24X7 customer support for Guardian/ReedGroup's proprietary Absence Management software platforms, including triaging incoming Incidents; ensuring that Incidents are resolved upon first contact within the team whenever possible; troubleshooting, documenting, and logging requests; providing ongoing support until the issue is resolved. The Application Support Senior Specialist recognizes the importance of their work, its financial, social and compliance implications as a primary goal while ensuring that ReedGroup's high standards for Customer Service/Support are met.You will:* Triage incoming Incidents for ReedGroup customer-facing applications/products as well as internal systems; log them into internal defect tracking system and route to appropriate individuals/groups for resolution. Update tickets as appropriate.* Provide application support and guidance for proprietary Leave of Absence Management software products while adhering to ReedGroup's established SLA's.* Act as liaison between internal and external customers and ReedGroup Software and Technology departments for timely resolution of requests and work closely with ReedGroup's Account Management organization to maintain positive relations with our customers.* Establish and maintain relationships with customer representatives to ensure positive interactions, clear communications, and a high level of customer service delivery. Meet regularly with customers to discuss open defects.* Maintain a high level of integrity, courtesy, respect, and discretion while interacting with internal/external customers and vendors.* Adhere to departmental procedures and best practices and look for quality improvements whenever efficiencies or quality standards are not met.* Working with stakeholders and fix agents via a variety of contact methods, including a phone queue, instant messaging, group chat applications, and email.* Assist in updating and maintaining the team's customer-facing SharePoint site including posting status updates, creating new self-service documentation for customers, and managing links to FAQ and self-service information.* Assist with daily, weekly, and monthly reporting as required.* Regularly review department metrics to identify trends in application defects and escalate appropriately.* Work with development to provide information on defects and workflow for issues reported.* Provide support and knowledge sharing to peers as needed.* On-call support rotation required.* Other duties as required.Reporting Relationships:This position reports to Manager, IT Service Experience who in turn, reports to the Director, Production Support.You have:Functional Skills:* Exceptional customer service, interpersonal and communication skills (verbal and written), to positively influence other team members and partners. Ability to clearly and concisely communicate across technical and non-technical audiences.* Strong technical/analytical skills with keen attention to detail.* Ability to work in fast paced environment with multiple, competing priorities.* Ability to participate in a weekly on-call rotation which includes nights, weekends, and holidays.* SQL Server experience including writing ad-hoc queries.* Application Support experience.* Proficiency with system tools such as AppDynamics and Splunk preferred.* AWS Cloud experience preferred.* Proficiency in .NET preferred.* Experience in Disability Case Management and/or Leave Management (FMLA) preferred but not required.Leadership Behaviors:* Self-Organizing and demonstrates flexibility.* Agile and Continual Learner.* Demonstrates self-awareness and seeks/embraces feedback.Salary Minimum:$67,000Travel: Associated topics: agent, client, health, healthcare, life insurance sales, retail, sales agent, sales associate, sales professional, sell

Keywords: Guardian Life, Denver , Application Support Senior Specialist, Other , Westminster, Colorado

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