L2 Application Support Analyst

Responsibilities

• Provide Level 2 support for P&C insurance applications including:
  • Policy Administration
  • Claims Management
  • Billing & Payments
  • Underwriting & Rating
• Analyze troubleshoot and resolve medium to complex production issues escalated from L1 support.
• Perform root cause analysis (RCA) and document permanent fixes.
• Support batch jobs integrations and interfaces (inbound/outbound feeds).
• Monitor application health logs and alerts; proactively identify risks.

• Manage incidents and service requests through ITSM tools (ServiceNow JIRA Remedy etc.).
• Ensure adherence to SLA and compliance requirements.
• Participate in problem management and continuous improvement initiatives.
• Support change deployments release validation and post deployment verification.
• Coordinate with L3 teams vendors and business users during critical incidents.

• Understand P&C insurance workflows including:
  • New business renewals endorsements
  • Claims lifecycle
  • Cancellations reinstatements
  • Premium calculation and billing
• Interpret business rules related to coverages deductibles limits endorsements and regulatory rules.
• Support business users by providing timely resolution and clear communication.

• Create and maintain runbooks SOPs and knowledge articles.
• Document known issues workarounds and system behavior.
• Participate in knowledge transfer sessions with L1 and L3 teams.

Qualifications we seek in you!

Minimum Qualifications

• 3 6 years of IT application support experience.
• 2 years of experience in the P&C insurance domain.
• Bachelors degree in Computer Science Information Systems or equivalent experience.
• Strong SQL skills for data analysis validation and issue investigation.

Preferred Qualifications/ Skills

• Experience supporting insurance core systems (Insurity Guidewire Duck Creek Majesco or similar preferred).
• Exposure to cloud platforms (AWS Azure)
• Experience in agile / DevOps environments