Production Support Analyst

3 weeks ago

Clearwater, United States Vertex Solutions Inc. Full time

Application Support Analyst with expertise in P&C insurance (billing/policy) wanted for a contract to hire role to be located 3 days on site in Clearwater FL


Basic SQL needed

Leads the role in triaging production support tickets.

  • Learns the Applications to the depth required to be able to properly support them.
  • Operates and supports the services you own to the established SLAs. This includes managing an on-call rotation and ensuring prompt incident response to resolve issues.
  • Reviews Operational metrics, lead root cause analysis of issues, and drive appropriate resolutions.
  • Collaborates with a team of onshore Business Analysts to design, build, validate and deploy software solutions.
  • Works closely with Infrastructure, and other DEV teams to support the software delivery process.
  • Maintains excellent communication with IT Management on all tasks and projects.
  • Provides reports on IT systems performance and logging to management.
  • Assures compliance requirements are met for the Insurance area.
  • Although we keep 8-5 office hours, this role will be required to work before/after hours and weekends as required to meet deadlines.


  • Knowledge, Skills, and Behaviors
  • Knowledge of the P&C insurance industry.
  • Knowledge of SQL Relational Database and API is a plus but not required
  • Knowledge of web development is a plus but not required
  • Knowledge of company services and products.
  • Knowledge of Software Delivery Life Cycle.
  • Knowledge of Incident Management.
  • Possess advanced critical thinking and comprehension skills.
  • Possess a strong desire to be the best at what you do and to excel/advance at you job.
  • Possess excellent collaboration, communication and presentations skills.
  • Possess the knowledge and ability to provide the right tools to support the business and stay current on the latest trends, tools and techniques in the P&C insurance industry.
  • Possess organizational skills, give attention to detail, and exercise timely/consistent follow up.
  • Ability to effectively plan, organize, and prioritize work assignments to meet deadlines.
  • Ability to establish and maintain filing systems, format, proofread, edit documents, and perform calculations.
  • Ability to manage multiple projects.
  • Ability to compose clear, comprehensive, and accurate verbal and written communications and reports.
  • Possess proficient skills in Word, Excel, Access and Outlook
  • Ability to be effective when working independently or cooperatively as a team member.
  • Ability to consistently project a professional appearance and demeanor.
  • Ability to exercise professional judgment and initiative.
  • Ability to interface with multiple departments, multi-task and work independently.
  • Ability to listen carefully and respond to or refer customer requests and problems with diplomacy, and a sense of urgency.
  • Ability to look for opportunities to apply new ideas, methods, designs, and technologies.
  • Ability to maintain a positive and respectful attitude.
  • Ability to maintain diplomatic customer/client relations.
  • Ability to process, interpret, and communicate complex information and data.
  • Ability to project an outgoing and service focused personality.
  • Ability to understand and follow oral and written directions.
  • Ability to use discretion in dealing with confidential matters and information.
  • Ability to work in a fast-paced environment.
  • Ability to consistently report to work on time prepared to perform duties of the position.


Minimum Requirements

  • Some sort of advanced training in IT (college/certifications)
  • Experience in the P&C insurance industry (Policy/Billing)
  • A basic knowledge/understanding of ITSM (ITIL)
  • Ability to comprehend complex technical and logical concepts as well as communicate this information to technical and non-technical team members.


Preferred Requirements

Bachelor’s degree in Computer Engineering or related field.

  • IT Certifications in areas relevant to this role.
  • 5+ years of production support experience.
  • 3+ years in supporting commercial insurance applications.
  • ITIL or other ITSM Certification

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