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Digital Platform Tooling Specialist
2 months ago
HUB International is a leading global insurance and employee benefits broker, providing a wide range of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services.
With over 17,000 employees in more than 550 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.
Job OverviewThe 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 role 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.
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
- Utilize your strong analytical and problem-solving skills
- 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
- Required Experience: 5-7 years of relevant experience
- Required Education: Bachelor's Degree (4-year degree) in technology or equivalent work experience
- Required Travel: Up to 10%
- Full-Time
- Exempt
