Digital Platform Tooling Analyst

3 weeks ago


Chicago, Illinois, United States HUB International Full time
About Us

HUB International is a global insurance and employee benefits broker that empowers its clients by protecting businesses and individuals in local communities. We help businesses evaluate their risks and develop solutions tailored to their needs. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.

We are seeking a FinTech role within one of the top five largest insurance brokers. This pivotal role is at the forefront of transformational initiatives delivering a fresh perspective on insurance. Join our enthusiastic, entrepreneurial, and collaborative team, relentlessly focused on hitting goals, while delivering creative product offerings and technology solutions to our customers and partners.

Job Overview

The Digital Platform Tooling Analyst will work with our Transactional Lines business through its exciting next phase of growth. This role will involve technical support ownership and strong partnership with Product Owners, Software Developers and Architects, QA, Product Designers, IT, Security and Infrastructure, Call Center operations, internal Business Partner Management, and PMO functions.

This candidate will bring expertise in being a part of a high-performing technical support team with a track record of success in supporting products that our customers love. They will be empowered to drive personal and small commercial product growth by supporting a 21st-century digital brokerage application platform with a passionate focus on providing protective solutions for both consumers and small business owners.

This role will also involve designing, developing, and integrating various forms of tooling to assist in automation, orchestration, monitoring, and other Information Technology digital platform engineering tasks. The candidate will work in customer support, triaging alerts or issues raised by our customers, staff, or monitoring tools, as well as providing support and assistance to those utilizing our suite of tools.

Key Responsibilities

Provide technical support to our customers (mainly through our internal ticketing system)
Track and document all customer support communication, escalations, and resolutions
Triage issues, perform and document root cause analysis, and implement possible solutions (either independently or by leveraging cross-functional internal resources)
Identify and recommend potential technical improvements (e.g. upgrades, designs, changes), and engineer possible solutions
Develop and maintain technical documentation, requirements, processes, and workplans
Design, configure, tune, test, and administer our tooling platforms, including monitoring and alerting, as well as other cloud-based support tools
Engage with our product management team and software engineers about issues with our Transactional Lines application platform
Engage with management regularly with reports on project status, activities, and achievements

Requirements

Minimum 5 years of experience in a technical support role within a software development organization
Knowledge of Azure and AWS cloud infrastructure
Knowledge of APIs and API calls
Knowledge of SQL querying
Ability to define goals and work independently towards them, as well as helping to define the goals for your team members
Strong analytical and problem-solving skills
Ability to read and understand code
Experience with Microsoft Office tools and SharePoint
Experience working with Python and Django is a plus
Experience with Dynatrace, Atlassian tools (Jira, Confluence, etc.), and Okta a plus
Experience with container technologies (e.g. Docker) is a plus
Experience with PowerBI and developing PowerBI reports is a plus
Knowledge of Google Cloud platforms is a plus
Insurance background is a plus
Demonstrated ability to collaborate and communicate proficiently (both verbally and in writing) with internal and external teams, across all layers of the organization, including virtual team members across multiple time zones
Desire to learn

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