Application Support Analyst

Job Description:

We are looking to add an Application Support Analyst II to join our IT team in West Des Moines, Iowa
. Offering a forward-thinking, innovative, and vibrant company culture, along with the opportunity to share your unique potential, there really is no place like Holmes!

Application Administration & Support

• Administer, configure, maintain, and support assigned business applications and technology platforms.
• Provide application support and troubleshooting for business users, including issue triage, analysis, and resolution.
• Monitor application performance and functionality to ensure reliable operation.
• Adhere to established operational, support, and governance processes associated with application administration and support activities.
• Support application upgrades, testing activities, and operational readiness efforts associated with application enhancements and vendor releases.

Business Partnership

• Develop strong working relationships with Brokerage Services business teams to understand operational needs and application usage.
• Serve as a subject matter expert/resource for assigned applications and business processes.
• Communicate application issues, resolutions, outages, and planned changes to stakeholders as appropriate.

Delivery Team Collaboration

• Collaborate with Delivery teams to investigate defects, support testing efforts, and validate resolutions.
• Partner with Delivery teams to remain informed of project roadmaps, application enhancements, technology changes, and new capabilities being introduced into production environments.

Vendor & Technical Coordination

• Work with vendors and support partners to troubleshoot issues, manage support cases, and understand product capabilities and roadmap opportunities.
• Coordinate with infrastructure, security, and IT Operations teams as necessary to support issue resolution and system availability.

Documentation & Knowledge Management

• Maintain application documentation, support procedures, and knowledge resources.

Continuous Improvement

• Analyze support requests, recurring issues, and user feedback to identify opportunities for process improvements and system optimization.
• Contribute to application enhancement recommendations that improve business efficiency and user experience.
• Assist in developing reporting, metrics, and documentation to monitor application performance and support effectiveness.

Strategic Contribution

• Provide input regarding future application capabilities, enhancements, and optimization opportunities based on user needs and support trends.
• Perform special projects and other duties as assigned.

• Attend system related educational seminars/webinars to gain knowledge of product and upcoming vendor roadmap for future application strategies. Some travel may be involved.
• Excellent interpersonal skills to develop effective trust relationships with the technical team and business users.
• Demonstrates strong organizational skills and the ability to perform tasks accurately with attention to detail including the ability to prioritize tasks/assignments and the ability to meet deadlines.
• Ability to be available for work on a daily basis and extended hours as necessary.
• Ability and willingness to consistently participate in internal and external educational opportunities to enhance knowledge of current insurance topics or relevant system improvements.
• Ability and willingness to pursue relevant designations and/or continuing education, as appropriate.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to exert…