Join our dedicated IT Division and play a crucial role in providing support to our end-users, facilitating their access to applications, and resolving their issues in a timely manner. We seek a proactive and detail-oriented professional who thrives in a dynamic, fast-paced environment. Our team is committed to delivering exceptional support and solutions to our users, with a strong emphasis on communication and effective problem-solving.

This role demands a solid foundation in operations and customer support, with a basic understanding of life insurance is essential. Familiarity with Agile Scrum at Scale, and related frameworks is also highly beneficial. The ideal candidate will act as a liaison between end users and our technical development team, ensuring that application issues are understood and resolved effectively. Proficiency in JIRA, Confluence, Jira Service Manager, and SQL is crucial, along with a strong capability to analyze and translate user concerns into technical solutions.

Responsibilities include:

• User Interaction and Problem Resolution - Work directly with end users to understand and resolve application issues, ensuring clarity in problem descriptions and solutions.
• Technical Liaison- Acts as a conduit between non-technical users and the technical team, translating user needs into technical terms and technical solutions into user-friendly explanations.
• Effective Communication -Demonstrate excellent communication skills, providing clear, concise updates to both IT team members and business users, ensuring that all parties understand issue statuses and resolutions.
• Internal IT Support -Enhance the internal IT knowledge base by documenting frequent issues and resolutions, thereby streamlining problem-solving efforts for recurring challenges.
• High-Paced Environment Adaptability- Efficiently manage multiple tasks and priorities in a demanding work environment, ensuring timely and accurate issue resolution.
• Team Collaboration - Collaborate effectively within a team, sharing knowledge and learning from peers to improve overall team performance and problem resolution efficiency.
• Continuous Improvement- Proactively seek and implement improvements in support processes and the knowledge base to optimize team efficiency and response times.

Requirements:

• Educational Background - Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience- 1-2 years of application support experience, preferably in the life insurance industry, with a robust foundation in JIRA, Confluence, Jira Service Manager, and SQL.
• Analytical and Problem-Solving Skills - Exceptional ability to analyze, troubleshoot, and resolve complex problems.
• Communication Skills - Outstanding communication and interpersonal skills, capable of effectively navigating between technical and non-technical domains.
• Multitasking Skills - Ability to handle multiple priorities in a fast-paced environment without compromising on the quality of work.
• Industry Knowledge - A thorough understanding of life insurance processes and customer support operations is highly preferred
• Hybrid work environment allowing up to two days remote weekly

Local candidates only. No relocation or sponsorship available.

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?

Education:

• Bachelor's (Required)

Experience:

• Jira: 1 year (Preferred)
• Application support: 1 year (Preferred)

Ability to Commute:

• Woburn, MA 01801 (Required)

Work Location: Hybrid remote in Woburn, MA 01801