Product Support Specialist II
Troubleshooting & Support
The Product Support Specialist II troubleshoots and resolves application issues submitted through ServiceNow by field offices and business users, ensuring timely resolution and high user satisfaction. They provide professional, effective support via ServiceNow, email, and phone. They serve as a subject-matter expert for CorVel proprietary applications and ServiceNow ITSM processes, analyzing issues to identify root causes and recommending or implementing effective solutions. They participate in post-release testing and validation for system updates and enhancements.
Documentation & Collaboration
The Product Support Specialist II creates, reviews, and maintains technical and team documentation. They collaborate with team members, stakeholders, and technical resources in meetings and working sessions, continuously developing skills and knowledge aligned with team and organizational objectives.
Knowledge & Skills
Working knowledge of SQL, including running and modifying queries required; Advanced SQL skills, including writing and optimizing queries with joins preferred
Strong analytical and critical-thinking skills with the ability to troubleshoot complex issues
Excellent customer service and communication skills, with the ability to support users in a fast-paced environment
Strong organizational skills, attention to detail, and ability to manage multiple priorities independently
Proficiency in Microsoft Office (Excel, Word, Teams, Outlook, OneNote, SharePoint)
Willingness to leverage AI tools to improve efficiency and support outcomes required; Experience using AI tools in a technical support or operational role preferred
Demonstrated adaptability, work ethic, and commitment to continuous learning
Knowledge of claims management, healthcare, or insurance-related systems preferred
Education & Experience
3+ years of hands-on experience supporting software applications required; 5+ years of application support experience preferred
Experience using ticketing systems such as ServiceNow, Zendesk, or BMC Helix
Experience supporting web-based applications
Pay & Benefits
The pay rate is established taking into account federal, state, and local minimum wage requirements, the geographic location differential, job-related skills, experience, qualifications, internal employee equity, and market conditions. The pay range is $22.17 - $35.66 per hour.
A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w/Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off.
CorVel is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.