Location: all cities,MI, USA
Automation Support Analyst
Michigan, USA Req #227
Monday, August 19, 2024
Summary: Under moderate supervision and following standard procedures with some independent judgment, provides technical application support to agents, policyholders, vendors, and internal users for multiple agency facing systems/applications and contributes to project initiatives by performing the following duties.
Essential Duties and Responsibilities:
* Technical Support: Provides technical support to agents, policyholders, vendors and internal users via phone, email, and chat for multiple agency facing systems/applications, including:
* Troubleshoots and assesses nature of support request
* Collects required information to properly define and document support tickets
* Responds to support requests and agency workflow questions in a timely manner while initiating and maintaining positive and productive communications
* Provides access authority and security support, ensuring appropriate groups and security rights exist for all users
* Maintains an ongoing knowledge and understanding of multiple automation systems being utilized in the IT area
* Projects: Serves as the liaison providing the customer perspective and actively participating in the execution of all agency-facing projects, including:
* Contributes to the design and development of both new and enhanced automation solutions and workflows
* Coordinates distribution of vendor services for agency set-up, enhancement, and use
* Completes user-acceptance testing pre-implementation
* Configures agency management system set-up, security and entitlements
* May serve as the project lead for agency-facing projects smaller in size and scope
* Training: Assists with coordination, execution and deployment of automation training, including:
* Assists with development of plans for end user training
* May present training via phone or online; may travel to agencies or other offsite facilities to provide training as requested
* Develops knowledge base documents regarding common technical issues and workflows
* Maintains and updates training materials, procedures and proper support documentation
* Performs other duties as assigned.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
Bachelor's degree (B.A.) from four-year college or university; or three to five years related experience and/or training; or equivalent combination of education and experience.
A minimum requirement for this position is the ability to work legally in the United States. No visa sponsorship/support is available for this position, including for any type of U.S. permanent residency (green card) process.
Other details
* Pay Type Salary