L2 L3 Application Support Analyst
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Job Location:
Chicago, IL - USA
Monthly Salary:
Not Disclosed
Posted on:
4 days ago
Vacancies:
1 Vacancy
Job Summary
Location: Chicago IL (Hybrid)
No. of positions : 1
The L2 Application Support Analyst will provide advanced functional and technical support for applications supporting Property & Casualty (P&C) insurance operations such as policy administration claims billing underwriting and rating systems. The role involves incident analysis root cause identification issue resolution coordination with L3/engineering teams and ensuring system stability and SLA compliance.
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
- Experience in agile / DevOps environments
Role 2: L3 Application Support professional
The L3 Application Support professional provides advanced technical and functional support for critical P&C insurance applications. This role is responsible for diagnosing and resolving complex production issues performing root cause analysis supporting system enhancements and collaborating with business development and infrastructure teams to ensure system stability performance and regulatory compliance across P&C insurance processes such as policy billing claims underwriting and rating.
Responsibilities
- Provide Level 3 support for complex and critical production issues related to P&C insurance applications
- Lead root cause analysis (RCA) for recurring or high-severity incidents and implement permanent fixes
- Collaborate with L1/L2 support teams to guide troubleshooting and knowledge transfer
- Participate in incidents problems and change management processes.
- Support core P&C systems including Policy Administration Claims Billing Rating and Underwriting platforms
- Analyze business and system impacts of defects across personal commercial and specialty lines
- Work closely with business stakeholders to understand insurance workflows rules and regulatory constraints
- Validate defect fixes and enhancements through functional and technical testing
- Review and support application changes releases and patches
- Assist development teams with production deployments and post-release validation
- Ensure system changes comply with regulatory audit and data security requirements
- Update support documentation runbooks and knowledge articles
- Perform advanced SQL queries and data analysis to investigate data integrity and transactional issues
- Analyze logs batch jobs APIs and integrations with third-party systems (e.g. vendors reinsurers)
- Identify performance bottlenecks and support tuning efforts
- Support batch processing nightly cycles renewals and large-volume transactions
Qualifications we seek in you!
Minimum Qualifications
- Bachelors degree in Computer Science Information Systems or related field (or equivalent experience)
- 7 10 years of IT experience with at least 3 5 years in L3 support
- Hands on SQL experience 3 years.
- Prior experience in the insurance domain specifically P&C is strongly preferred
Preferred Qualifications/ Skills
- Experience with Insurity or Guidewire (Policy Center Claim Center Billing Center) or Duck Creek
- Exposure to cloud platforms (AWS Azure)
- Experience in agile / DevOps environments
