Application Support Specialist

3 months ago

Albany, United States Zurich Insurance Group Full time

** Application Support Specialist**

76495 **Our opportunity**

Based in Barcelona, the Application Support Specialist main focus will be ensuring the availability and proper functioning of a global application for our internal stakeholders. He or she will be part of a team of global service management team and will be the main contact in terms of Operations for the application under his/her scope. He/she will manage the supplier to ensure the Business Unit receives the service agreed.

**Your role**

**As an Application support specialist your main responsibilities will be:**

Level 2 support for incidents not solved at L1 Help Desk. Triage and reassignment to other resolver groups at Zurich through ServiceNow, or to the 3rd parties involved.

Contact with the users when required to facilitate resolution of tickets.

Ensure application documentation is up to date

Create and update Instructions for Service Desk, based on issues encountered

Representation of the application in the Service Integration forums, in case of major incident, problem and operational changes

Collaborate with business counterparts, enterprise architects and providers to effectively resolve underlying problems.

Identify service improvement actions, and work with the required parties for the implementation of the same.

Provide comprehensive communications to management about existing issues, investigation lines.

Ensure a cross supplier view for those topics that require participation of other teams/suppliers.

Prepare monthly reporting and handle monthly service reviews with key stakeholders

Manage the services delivered from a business perspective to ensure that the service levels and performance are meet, reported and communicated to the IT business counterpart, and IT service executive, taking action where necessary to address performance issues

Ensure compliance with Zurich IT service management governance, standards and security polices

**Your Skills and Experience**

**As a Application support specialist your skills and qualifications will ideally include:**

Bachelor's Degree

+5 years application support experience

Experience in diverse, multi-cultural environments, and dealing with ambiguity and changing/evolving requirements

Good communication skills, ability to communicate with both business and technical stakeholders

Fluent written and spoken English.

Good understanding of SaaS, cloud hosting technologies and mobile applications

ITIL Service Management level qualifications is an advantage

Experience in Agile development framework and/or Scrum Master is an advantage

**Additional Information**

**As well as a competitive salary and a yearly bonus we offer benefits package which includes:**

Wide range of internal and external trainings

Ticket restaurant

Option to work remotely up to 50% of time weekly

Life Insurance

Exclusive Employees discounts

Free English and Spanish classes depending on the needs

Primary work location is Barcelona. Occasional travel may be required. You can apply by clicking on the button Apply online

**Who we are**

So be challenged. Be inspired. Help us make a difference.

At Zurich we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.

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