Automation Support Analyst - Frankenmuth Insurance : Job Details

Automation Support Analyst

Michigan, USA Req #227

Monday, August 19, 2024

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 nature of support request

* 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 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 four-year college or university; or three to five years related experience and/or training; or 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.

Other details

* Pay Type Salary