Claims Applications Support Analyst ​/ Service Desk

Claims Applications Support Analyst / Service Desk

Fully Remote
• Long Beach Headquarters - Long Beach, CA 90802

POSITION SUMMARY:

The Service Desk Claim Applications Support Analyst provides technical and functional support to TRISTAR's Claims Operations teams and clients, with a primary focus on claims-related applications, including the RMIS suite of products.

The Service Desk Claim Applications Support Analyst is a professional-level position responsible for analyzing claims application functionality, business processes, and system workflows and recommending solutions to support Claims Operations and clients related to issues reported via the IT Service Desk Portal.

The position serves as a functional liaison between Claims Operations and Information Technology and exercises independent judgment in evaluating complex application issues, business requirements, system enhancements, and process-improvement opportunities.

This is a professional-level position requiring hands-on claims operations experience, a strong understanding of claims workflows and terminology, and working knowledge of Windows 11, Microsoft products, and insurance industry practices.

This is a remote position. Occasional travel to TRISTAR office locations may be required to provide system training, implementation support, or other business-related assistance.

DUTIES AND RESPONSIBILITIES:

• Independently analyze complex claims application, system, and workflow issues and determine appropriate solutions based on business requirements, claims operations, system functionality, and organizational needs
• Serve as a subject matter resource for claims applications and RMIS products, providing guidance to Claims Operations, clients, IT personnel, and other business stakeholders regarding system functionality, workflows, and application capabilities.
• Perform initial triage and basic troubleshooting for routine Windows 11 and Microsoft 365 user inquiries submitted to the Service Desk, resolving straightforward issues or routing complex technical matters to senior IT personnel.
• Perform basic administrative functions within Microsoft 365 following established standard operating procedures (SOPs) and hands-on team training.
• Evaluate claims operational processes and system workflows to identify inefficiencies, recurring issues, and opportunities for system or process improvement.
• Exercise independent judgment in assessing application-related issues, determining business impact and priority, and recommending appropriate solutions, enhancements, workarounds, or escalation paths.
• Partner with Claims Operations, CSU, development teams, and other stakeholders to analyze business needs and translate operational requirements into functional system requirements and recommended solutions.
• Research and analyze complex application issues to distinguish between user workflow concerns, configuration issues, system limitations, data issues, and potential application defects.
• Recommend modifications to system configurations, workflows, procedures, and business processes to improve operational efficiency, data integrity, user experience, and claims-processing effectiveness.
• Participate in the planning, evaluation, testing, and implementation of new claims applications, system enhancements, releases, and functionality.
• Develop testing strategies and business-use scenarios; perform user acceptance testing and evaluate whether system enhancements meet operational and business requirements.
• Assess the operational impact of proposed system changes and provide recommendations to management and technical teams regarding implementation, training, workflow, and user-readiness considerations.
• Serve as a liaison between Claims Operations and technical teams by independently evaluating business concerns and communicating functional and technical requirements.
• Analyze recurring Service Desk trends and application issues, identify root causes, and recommend corrective actions or longer-term solutions.
• Determine when application issues require escalation to CSU, development, vendors, or other technical resources and provide analysis and supporting documentation to facilitate resolution.
• Develop and maintain application procedures, system documentation, SOPs, workflow guides, training materials, and other resources based on business and system requirements.
• Design and deliver training related to claims applications, system enhancements, workflow changes, and new functionality.
• Provide consultation and guidance to users regarding effective use of claims applications and recommend solutions when standard processes do not adequately address operational needs.
• Participate in cross-functional projects involving claims technology, application enhancements, system implementations, workflow redesign, and process improvement initiatives.
• Maintain knowledge of claims operations, insurance industry practices, RMIS functionality, emerging technology, and organizational processes to support informed analysis and…