Application Support Analyst bei Gilsbar

General Company Information

At Gilsbar, our actions define us!  With a rich history spanning over 60 years, we have dedicated ourselves to investing in our people and our business as a leading National Insurance provider.  Our goal is to foster a collaborative work culture that empowers our employees to approach each client with proactive thinking, creativity, and foresight.  We are driven by our passion to build enduring partnerships with both our employees and clients, ensuring mutual success and growth.

The top 3 reasons you should work at Gilsbar:

1. Our commitment to work/life balance goes beyond just words – we invest in cutting-edge communication technology to empower our team members and ensure they have a positive balance between their work and personal life.  At our company, we firmly believe that family always comes first. 
2. Your well-being matters to us, and we take it seriously.  We understand the importance of taking care of your mental, physical, and financial health.  That’s why we provide a range of resources to support our team members in leading healthier lives.  From lunchtime yoga and meditation sessions to reimbursements for gym memberships and races, we go above and beyond to promote your overall wellness.  Because when you’re at your best, you can achieve great things. 
3. Giving back is not just a value we preach; it’s something we practice.  We genuinely care about our community, and our employee-led stewardship committee ensures that our actions align with our words.  We encourage and incentivize our team members to actively participate in initiatives that make a difference in our community.  Together, we strive to create a culture of generosity that permeates throughout our organization.

Job Description

Join our team as an Application Support Analyst and play a vital role in keeping Gilsbar’s Agency Management Systems and related applications running smoothly. You’ll serve as a key support function between business teams, including Operations, Marketing, and Finance.  You will utilize technical tools to help solve issues quickly, improve system performance, and ensure everyone has what they need to succeed.

Job Duties:

• Use independent judgment and discretion on matters related to work activities.
• Provide hands-on assistance to staff using Agency Management Systems and related applications, including user-level setup, functional and data testing, dashboard and reporting assistance, and issue analysis. Utilize ticketing or incident management systems to track and resolve issues efficiently.
• Manage application troubleshooting and configuration tasks. Coordinate with vendors to resolve support tickets and ensure a seamless user experience. Implement escalation procedures and coordinate with higher-level technical teams for complex or unresolved issues.
• Contribute to the creation and refinement of procedures and best practices for application users. Maintain accurate and up-to-date documentation, including workflows and notifications. Develop skills in process documentation and release management.
• Own the review, communication, and coordination of application release notes and maintenance schedules to ensure timely awareness and preparedness across teams.
• Collaborate with users to assess and define business requirements related to Agency Management Systems and enhanced solutions. Translate needs into detailed scope documents for development or process improvement initiatives.
• Lead end-to-end testing and facilitate User Acceptance Testing (UAT) to confirm that implemented solutions meet all specified requirements and function as intended.
• Participate in root cause investigations and process observations. Recommend and document best practice solutions to address identified issues and improve system performance.
• Engage in ongoing training and professional development opportunities. Support for certification and further education is provided to enhance skills and career growth.

Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• At least 2 years of experience in application support, systems integration, or IT operations.
• Background in the agency side of commercial insurance or group benefits brokerage preferred.
• Strong problem-solving, communication, and project management skills.
• Ability to manage time effectively, follow schedules, and work independently.
   

Benefits:

• Employer-paid training and professional development, including education courses, certifications, and licenses. 
• Health, Dental, and Vision benefits. 
• Company-paid life insurance, short-term and long-term disability. 
• 401k with company matching. 
• Paid vacation, personal time, and paid holidays. 

Gilsbar is an Equal Opportunity Employer that does not discriminate on the basis of any characteristic protected by federal, state or local laws. This Job Description is a summary of the essential functions and tasks that will generally be expected of this position. Gilsbar reserves the right to change this Job Description without notice.