The Platform Support Analyst analyzes, evaluates, and modifies existing systems and related applications. Coordinates with end users to ensure timely and efficient platform or application support. May configure, test, and debug programs or user defined modifications. They also take an active role in mentoring and educating other teammates in the software applications that are supported as well as standard operating procedures.
- Provide ongoing systems support and analysis for the client Policy and Claims SaaS Platforms (Origami Risk and Mitchell) and related integrated application systems.
- Responsible for providing day to day support for RMS Business Units including management of service requests, and defect resolution.
- Documentation of root cause analysis, knowledge articles, system workflows and enhancements. - Support users by becoming familiar with each of client RMF core business operational needs.
- Manage incidents and requests using ServiceNow.
- Cross train with other Support Analysts for client SaaS Platforms and other applications and integrated systems.
- Identify and communicate critical issues and changes made to the client SaaS products, applications, and integrated systems.
- Ability to communicate technical concepts to non-technical end users.
- Responsible for Platform Access Security; User Access Add/Changes and Administration.
- Work as part of the RMS Platform Support Team to resolve all Tasks/Service requests assigned and other duties as assigned.
- Maintain excellent end user and business unit relationships at all levels from Executive Director level to end user. The Platform Support Analyst will maintain professionalism during customer service support calls along with all verbal and written communications.
- Participate in after-hours support activities as needed.
- Provide trainings to end users or other colleagues as necessary to share knowledge of the various applications as well as the standard operating procedures.
- Takes initiative in identifying potential issues before they occur or performs modifications to the system to enhance stability and effectiveness of the application.
- Makes appropriate modifications to existing systems to enhance capability that better supports the business users.
- Mentors team mates and acts as an escalation point for those teammates as needed
Knowledge, Technical Skills and Abilities:
- Experience working quickly to identify issues and implement critical and accurate mitigation
strategies within a fast paced and dynamic work environment.
- Proven experience researching technical documentation and release notes across multiple software
platforms.
- Experience working on establishing the team directly with the team lead and management.
- History of creating and maintaining detailed guidelines and referencing/maintaining examples of
resolution 'best practices' documentation.
- Ability to interact with software vendors to update software for changes to existing applications and
integrated systems
- Knowledge of ServiceNow incident and request management
- Strong software troubleshooting skills
- Familiarity with User Access Control methodologies
- Knowledge of testing software upgrades, patches, and vendor releases
- Experience documenting support process workflows using a knowledge base
- Familiarity with database administration/management concepts
- Business Analysis skills
- Advanced Excel skills
Platform and System Experience Preferred:
- Insurance policy and claims system administration is strongly desired, preferably Origami Risk SaaS
Platform
- OnBase document management and platform troubleshooting/management
- Microsoft Windows
Education and Experience:
- Bachelor's Degree in a computer science, business, or equivalent experience
- 3-5 years in an IT discipline is required to apply.
- 1-2 years team lead or management experience preferred.
software applications,debug,mentoring,standard operating procedures,application support
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
