Automation Support Analyst - Frankenmuth Insurance Company : Job Details

Summary: Under moderate supervision and following standard procedures with some independent judgment, provides technical application support to agents, policyholders, vendors, and internal users for multiple agency-facing systems/applications and contributes to project initiatives by performing the following duties.

Essential Duties and Responsibilities:

• Technical Support: Provides technical support to agents, policyholders, vendors, and internal users via phone, email, and chat for multiple agency-facing systems/applications, including:
• Troubleshoots and assesses the nature of support requests.
• Collects required information to properly define and document support tickets.
• Responds to support requests and agency workflow questions in a timely manner while initiating and maintaining positive and productive communications.
• Provides access authority and security support, ensuring appropriate groups and security rights exist for all users.
• Maintains an ongoing knowledge and understanding of multiple automation systems being utilized in the IT area.
• Projects: Serves as the liaison providing the customer perspective and actively participating in the execution of all agency-facing projects, including:
• Contributes to the design and development of both new and enhanced automation solutions and workflows.
• Coordinates distribution of vendor services for agency set-up, enhancement, and use.
• Completes user-acceptance testing pre-implementation.
• Configures agency management system set-up, security, and entitlements.
• May serve as the project lead for agency-facing projects smaller in size and scope.
• Training: Assists with coordination, execution, and deployment of automation training, including:
• Assists with the development of plans for end-user training.
• May present training via phone or online; may travel to agencies or other offsite facilities to provide training as requested.
• Develops knowledge base documents regarding common technical issues and workflows.
• Maintains and updates training materials, procedures, and proper support documentation.
• Performs other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor's degree (B.A.) from a four-year college or university; or three to five years of related experience and/or training; or an equivalent combination of education and experience.

A minimum requirement for this position is the ability to work legally in the United States. No visa sponsorship/support is available for this position, including for any type of U.S. permanent residency (green card) process.