Platform Support Specialist

Location: Austin, Texas | Job type: Contract to Perm

About the role

The Platform Support Analyst analyzes, evaluates, and modifies existing systems and related applications. Coordinates with end users to ensure timely and efficient platform or application support. May configure, test, and debug programs or user-defined modifications. Takes an active role in mentoring and educating other teammates in the software applications that are supported as well as standard operating procedures.

Responsibilities

• Provide ongoing systems support and analysis for the client Policy and Claims SaaS Platforms (Origami Risk and Mitchell) and related integrated application systems.
• Responsible for providing day-to-day support for RMS Business Units including management of service requests and defect resolution.
• Document root cause analysis, knowledge articles, system workflows, and enhancements.
• Support users by becoming familiar with each of client RMF core business operational needs.
• Manage incidents and requests using ServiceNow.
• Cross-train with other Support Analysts for client SaaS Platforms and other applications and integrated systems.
• Identify and communicate critical issues and changes made to the client SaaS products, applications, and integrated systems.
• Communicate technical concepts to non-technical end users.
• Responsible for Platform Access Security; User Access Add/Changes and Administration.
• Work as part of the RMS Platform Support Team to resolve all Tasks/Service requests assigned and other duties as assigned.
• Maintain excellent end-user and business unit relationships at all levels from Executive Director to end user.
• Maintain professionalism during customer service support calls along with all verbal and written communications.
• Participate in after-hours support activities as needed.
• Provide trainings to end users or other colleagues as necessary to share knowledge of the various applications as well as the standard operating procedures.
• Take initiative in identifying potential issues before they occur or perform modifications to the system to enhance stability and effectiveness of the application.
• Make appropriate modifications to existing systems to enhance capability that better supports the business users.
• Mentor teammates and act as an escalation point for those teammates as needed.

Requirements

• Bachelor's Degree in Computer Science, Business, or equivalent experience.
• 3-5 years in an IT discipline is required to apply.
• 1-2 years team lead or management experience preferred.

Qualifications

• Experience working quickly to identify issues and implement critical and accurate mitigation strategies within a fast-paced and dynamic work environment.
• Proven experience researching technical documentation and release notes across multiple software platforms.
• Experience working on establishing the team directly with the team lead and management.
• History of creating and maintaining detailed guidelines and referencing/maintaining examples of resolution 'best practices' documentation.
• Ability to interact with software vendors to update software for changes to existing applications and integrated systems.
• Knowledge of ServiceNow incident and request management.
• Strong software troubleshooting skills.
• Familiarity with User Access Control methodologies.
• Knowledge of testing software upgrades, patches, and vendor releases.
• Experience documenting support process workflows using a knowledge base.
• Familiarity with database administration/management concepts.
• Business Analysis skills.
• Advanced Excel skills.

Skills

• Software applications
• Debugging
• Mentoring
• Standard operating procedures
• Application support

Preferred Platform and System Experience

• Insurance policy and claims system administration is strongly desired, preferably Origami Risk SaaS Platform.
• OnBase document management and platform troubleshooting/management.
• Microsoft Windows.

Pay

$30 - 63 per hour

Schedule

8am to 5pm

Benefits

• Comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings.
• Short-term disability.
• 401K plan (all benefits are based on eligibility).