Application Support Specialist providing functional support for internal applications at a tech - driven financial institution. Engaging in process optimization, collaboration, and AI tool adoption.
About the role
- Analyst supporting IVR and Contact Center routing strategy. Engaging in data analysis and system improvements for a major insurance company.
Responsibilities
- Provide Incident Management (L1) and ServiceNow ticket support
- Perform ad hoc research and data analysis
- Conduct call listening and provide proactive tuning recommendations
- Create and maintain documentation and procedure bulletins
- Support UAT testing and production validation
- Monitor KPIs and track the actual value of deployed change requests
- Own test data acquisition requests and troubleshooting
- Triage system issues, validate issues in test and production environments, and determine immediate solutions
- Manage escalation procedures and communicate triage results to stakeholders
- Track issues through the release cycle and support release management activities
- Analyze audit results and recommend system and process improvements
- Monitor reports and support system defect and enhancement prioritization
Requirements
- Intermediate Spanish (US) and fluency in English (bilingual required)
- Entry-level experience with Excel and SQL
- Ability to work during core business hours (9am–6pm ET or 10am–7pm ET; subject to change)
- Ability to work in a fast-paced environment and manage multiple parallel tasks
- Strong analytical and problem-solving skills
- Ability to work both independently and in a team environment
- Ability to learn quickly and adapt to changing business needs
Benefits
- This position comes with competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally reknowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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