Application Support Analyst

About the role

We are looking to add an Application Support Analyst II to join our IT team in West Des Moines, Iowa. Offering a forward-thinking, innovative, and vibrant company culture, along with the opportunity to share your unique potential, there really is no place like Holmes! The purpose of this position is to support the administration, operational health, and effective use of Brokerage Services applications and technology solutions. This role partners with business users, IT Delivery teams, vendors, and IT support organizations to configure, maintain, troubleshoot, and optimize applications that support business functions. The position is responsible for supporting application administration activities, resolving user issues, coordinating with technical teams on defects and enhancements, monitoring application performance, and identifying opportunities to improve application effectiveness, user experience, and operational efficiency.

Responsibilities

• Administer, configure, maintain, and support assigned business applications and technology platforms.
• Provide application support and troubleshooting for business users, including issue triage, analysis, and resolution.
• Monitor application performance and functionality to ensure reliable operation.
• Adhere to established operational, support, and governance processes associated with application administration and support activities.
• Support application upgrades, testing activities, and operational readiness efforts associated with application enhancements and vendor releases.
• Develop strong working relationships with Brokerage Services business teams to understand operational needs and application usage.
• Serve as a subject matter expert/resource for assigned applications and business processes.
• Communicate application issues, resolutions, outages, and planned changes to stakeholders as appropriate.
• Collaborate with Delivery teams to investigate defects, support testing efforts, and validate resolutions.
• Partner with Delivery teams to remain informed of project roadmaps, application enhancements, technology changes, and new capabilities being introduced into production environments.
• Work with vendors and support partners to troubleshoot issues, manage support cases, and understand product capabilities and roadmap opportunities.
• Coordinate with infrastructure, security, and IT Operations teams as necessary to support issue resolution and system availability.
• Maintain application documentation, support procedures, and knowledge resources.
• Analyze support requests, recurring issues, and user feedback to identify opportunities for process improvements and system optimization.
• Contribute to application enhancement recommendations that improve business efficiency and user experience.
• Assist in developing reporting, metrics, and documentation to monitor application performance and support effectiveness.
• Provide input regarding future application capabilities, enhancements, and optimization opportunities based on user needs and support trends.
• Perform special projects and other duties as assigned.

Knowledge, Skills and Abilities

• Attend system related educational seminars/webinars to gain knowledge of product and upcoming vendor roadmap for future application strategies. Some travel may be involved.
• Excellent interpersonal skills to develop effective trust relationships with the technical team and business users.
• Demonstrates strong organizational skills and the ability to perform tasks accurately with attention to detail including the ability to prioritize tasks/assignments and the ability to meet deadlines.
• Ability to be available for work on a daily basis and extended hours as necessary.
• Ability and willingness to consistently participate in internal and external educational opportunities to enhance knowledge of current insurance topics or relevant system improvements.
• Ability and willingness to pursue relevant designations and/or continuing education, as appropriate.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to exert up to 10 pounds of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, or pull objects.
• Must be knowledgeable of and comply with HMA's Client Privacy Policy, HIPAA regulations and E&O procedures and policies.

Qualifications

• Education: Bachelor’s degree in computer or business-related discipline preferred.
• Experience: 3 years of combined experience in desktop, application, data or business analysis support. Experience in insurance, healthcare, or financial services preferred.

Benefits

• Paid Parental Leave and supportive New Parent Benefits.
• Company paid continuing Education & Tuition Reimbursement.
• 401k Profit Sharing — Holmes Murphy makes a lump sum contribution to every full‑time employee’s 401k each year.
• Generous time off practices in addition to paid holidays.
• Supportive of community efforts with paid Volunteer time off and employee matching gifts to charities.
• Inclusion & Belonging Programs (Uniquely United) including paid Diversity Day time‑off, Uniquely United Committee, Employee Resource Groups, and development programs.
• Consistent merit increase and promotion opportunities — employees are reviewed annually.
• Discretionary bonus opportunity — annual chance to earn additional compensation.