L2 Application Support Analyst ASA 0410 SS#01

Title: L2 Application Support Analyst
Location: Chicago IL (Hybrid)
Duration: 11 Months

Job Summary

The L2 Application Support Analyst provides advanced functional and technical support for applications supporting Property & Casualty (P&C) insurance operations. This includes policy administration claims billing underwriting and rating systems. The role focuses on incident management root cause analysis issue resolution and ensuring system stability while meeting SLA requirements.

Key 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 Level 1 support
• Perform root cause analysis (RCA) and document long-term solutions
• Support batch jobs system integrations and data interfaces (inbound/outbound)
• Monitor application performance logs and alerts to proactively identify risks
• Manage incidents and service requests using ITSM tools (e.g. ServiceNow JIRA Remedy)
• Ensure adherence to SLAs and compliance standards
• Participate in problem management and continuous improvement initiatives
• Support change deployments release validation and post-deployment verification
• Collaborate with Level 3 teams vendors and business users during critical incidents

Domain Support

• Understand and support P&C insurance workflows including:
  • New business renewals and endorsements
  • Claims lifecycle
  • Cancellations and reinstatements
  • Premium calculation and billing
• Interpret business rules related to coverage deductibles limits endorsements and regulatory requirements
• Provide timely support and clear communication to business users

Documentation & Knowledge Management

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

Required Qualifications

• 36 years of IT application support experience
• Minimum 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 troubleshooting

Preferred Qualifications

• Experience with insurance core platforms (e.g. Insurity Guidewire Duck Creek Majesco or similar)
• Exposure to cloud platforms such as AWS or Azure
• Experience working in Agile and/or DevOps environments

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