Senior Applications Support Specialist

At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence. HUB is one of the largest global insurance and employee benefits brokers, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services.

About the role

Provide high-level systems and application support to the insurance business, with a focus on broker management, policy administration, and document management applications. Work with IT and business operations across diverse businesses to assess systems information needs and correspond with internal teams and external vendors to ensure resolution of key issues. Play an active role in the maintenance of key business systems across various platforms.

Responsibilities

• Serve as second/third level support for Enterprise Broker Applications
• Receive and respond to service requests and incidents in a timely manner, adhering to established SLA and OLA timeframes
• Review error logs
• Work with vendors and internal teams to research and resolve problems
• Identify recurring issues and provide solutioning to prevent future occurrences
• Responsible for maintenance of assigned systems including scheduled utilities
• Monitor application performance and develop recommendations for corrections and improvements
• Coordinate with Service Desk lead on introduction of new applications and accompanying Maintenance and Support SOPs
• Mentorship and cross-training of team members
• Develop training material, knowledge base articles, and support documentation for both the immediate team as well as the first-level Service Desk team
• As required, coordinate activities with technical support staff and operations management
• Occasional weekend and after-hours support as required

Requirements

• 3 years’ experience working with and administrating backend/servers
• Working knowledge of SaaS technologies
• 1–2 years’ experience working with MS SQL, MS Office 365, and PowerShell
• Comfort working in SQL Server Management Studio (SSMS) to review, run, and troubleshoot queries against production data
• 1 year experience working in a distributed network environment
• 2 years’ experience working with end users and providing production support
• Strong organizational skills, detail-oriented with the ability to handle multiple projects and priorities concurrently
• Excellent interpersonal skills
• Strong time management and organizational skills
• Self-motivated and proactive team member who will utilize time efficiently, share knowledge, and be receptive to others’ ideas
• Desire to exceed customer expectations by providing world-class customer service

Qualifications

• Bachelor's degree (4-year degree)
• 2-5 years of relevant experience

Preferred Qualifications

• 2+ years’ experience with document management system support and administration
• 2+ years’ experience with policy administration or broker management application support and administration
• Exposure to additional insurance application categories preferred (e.g., claims, or rating and comparative rater platforms)
• Experience supporting and troubleshooting application integrations
• Experience or exposure across retail, MGA (Managing General Agent), and/or wholesale insurance distribution channels
• 3 years’ experience in the Insurance industry preferred
• 1 year experience developing test plans and data, testing and verification of results

Pay

The expected salary range for this position is $70,000–$85,000 and will be impacted by factors such as the successful candidate’s skills, experience, and working location, as well as the specific position’s business line, scope, and level.

Benefits

• Health, dental, vision, life, and disability insurance
• FSA and HSA accounts
• 401(k) accounts
• Paid-time-off benefits such as vacation, sick, and personal days
• Eligible bonuses, equity, and commissions for some positions