Job Summary:
Responsible for providing business applications support to the Insurance Carrier companies supported by Tokio Marine North America, with a primary focus on Policy, Claim, and Billing systems. This role involves managing and administering ITSM tickets for incidents, problems, user queries and business requests to support their processes and applications.
Essential Job Functions:
- Delivers consistent and outstanding service experience to all group company customers (via phone, email and ITSM tickets).
- Resolves issues on first contact whenever possible.
- Assumes ownership of issues as needed to guide/ensure prompt resolution for business users.
- Identifies, recommends, and implements approved process improvements.
- Creates / Modifies processes and procedures to document resolution of repeatable problems via ITSM knowledge management module.
- Supports multi-tier application deployments by reviewing release notes prior to production deployment weekends following SDLC and Change Management best practices.
- Monitors ITSM tool ticket queue to ensure SLA adherence.
- Provides technical support when requested.
- Escalates incidents to development and support teams as needed.
- Partners with Business Analyst teams to create a knowledge transition plan to enable faster resolution to business user issues.
- Participates in queue manager rotation assigning tickets to team members via defined process.
- Performs special projects outside of operational daily duties to instantiate process improvements.
Other Functions:
- Complies with proper internal controls as necessary to conduct job functions and/or carry out responsibilities and/or administrative activities at the Company.
- Performs special projects and other duties as may be assigned.
- Establishes and builds strong working relations and partnerships with Business Units and Senior Management.
Qualifications:
- Bachelor’s Degree preferred (preferably in MIS, IT, or Business) or comparable experience.
- 2+ years’ experience preferred.
- Excellent problem solving and analytical skills.
- Knowledge of ITIL practices.
- Knowledge of SDLC processes.
- Insurance knowledge, specifically experience with P&C carriers preferred.
- Strong writing and communication skills.
- Familiarity with ITSM platforms such as ServiceNow.
- Strong customer service orientation (responsive, consultative, collaborative, and accurate).
- Strong interpersonal relationship-building skills: able to work with a variety of people and groups in a constructive and collaborative manner.
- Strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions.
- Strategic thinking; Applies organizational acumen to identify and maintain focus on key success factors for the organization.
- Superior attention to detail.
- Ability to work effectively as part of a team.
EEO Statement:
Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine America, Inc., TMNA Services, LLC, TM Claims Service, Inc. and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer. In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status, sexual orientation and/or any other status protected by law.
