What are the responsibilities and job description for the Application Support Analyst position at GBU Life?
Job Summary
The Technology team at GBU is searching for an Application Support Specialist. This role will be responsible for triaging, investigating, and resolving issues related to GBU’s core business applications. This role supports internal users by analyzing functional problems, diagnosing technical failures in backend processes, and ensuring business continuity through proactive issue management and remediation.
DUTIES AND RESPONSIBILTIES
QUALIFICATIONS
GBU Financial Life (GBU) is a member-owned, not-for-profit fraternal benefit society founded in Pittsburgh in 1892. Formed to provide financial security and benefits to its members, GBU is non-denominational and has grown to be a profitable life and annuity insurer with over $4 billion in assets. As Pennsylvania’s largest fraternal, and the nation’s fifth, GBU serves more than 60,000 members across the country with a 49-state sales and marketing footprint which will continue to grow until we are a nationwide provider. GBU partners with a network of 2,000 agents to market and distribute a variety of life insurance and retirement products, including term life, permanent life, and fixed annuities.
GBU stays true to its fraternal roots, commitment, and mission by serving as an active supporter and contributor to well-known charities such as American Cancer Society, American Red Cross, and military-focused initiatives, among others. We are also heavily involved in sponsoring various programs such as scholarships, grants, and other fraternal programs for our members. Giving back to the community and integrating the membership into service-oriented activities is an important part of GBU’s fabric and culture.
GBU’s office and main operations are based in Pittsburgh, Pennsylvania. We employ a staff of around 125 loyal, tenured employees. GBU is financially strong and earned an “A-” A.M. Best rating due to our thoughtful investment and long-term financial growth approach. Controlled growth and long-term financial management and investing are core to the company’s success in achieving the strong financial position we have today.
The Technology team at GBU is searching for an Application Support Specialist. This role will be responsible for triaging, investigating, and resolving issues related to GBU’s core business applications. This role supports internal users by analyzing functional problems, diagnosing technical failures in backend processes, and ensuring business continuity through proactive issue management and remediation.
DUTIES AND RESPONSIBILTIES
- Support company software applications, including but not limited to: Our Policy Administration System, Accounting applications, Workflow system, EApps, CRM, and ERP applications.
- Responsible for monitoring, triaging, responding to and prioritizing open servicerelated requests submitted through our incident management system.
- Research userreported problems, analyze workflows, validate expected vs actual behavior, and provide timely resolutions or workarounds.
- Review and analyze backend failures (ex. job failures, file processing issues), consult log files, and take corrective action such as rerunning jobs or correcting data.
- Collaborate with business units to understand business process context and user impact.
- Document recurring issues and contribute to root cause analysis.
- Identify opportunities for process improvement and contribute to department initiatives.
- Escalate complex or systemic issues that cannot be resolved.
- Maintain detailed documentation of known issues, resolutions steps and SOPs in the internal knowledge bases.
- Monitor scheduled jobs and batch processes for timely and successful execution: respond to alerts or failures.
- Utilize AIpowered tools and automation to improve workflow, reduce manual effort, and increase support efficiency.
- Work closely with infrastructure, security, and development teams to ensure integrated support coverage.
- Performs other related duties as assigned by management.
- Properly adheres to company risk management principles: o Adhering and supporting GBU’s Enterprise Risk Management Framework
- Understanding and complying with applicable laws, regulations, policies and procedures; completing all required training; executing and monitoring controls effectively (as applicable); appropriately identifying, assessing, escalating and remediating risks, potential issues and control failures (as applicable); and reporting compliance or regulatory concerns to management
- Understanding and conducting oneself in accordance with the Employee
QUALIFICATIONS
- Bachelor’s degree in information systems, business, or related field, or equivalent experience.
- 3 years’ experience in application support, production support, business systems analysis, or operations support. Preferably within an insurance or financial services environment.
- Strong analytical and problemsolving skills with experiencing reviewing logs, data files, and audit trails.
- SQL experience with the ability to efficiently create database queries.
- Understanding of enterprise job scheduling tools and file transmission protocols.
- Strong business and technical writing skills.
- Experience with application testing and coordinating test strategies with IT Quality Assurance.
- Proven ability to handle multiple tasks and projects simultaneously.
- Strong communication, organization, problemsolving and analytical skills.
- Good understanding of APIs, databases, XML, JSON.
- Medical, Dental Vision
- Company paid HRA
- 401(k) match
- Pension Plan
- LongTerm & ShortTerm Disability
- Life Insurance & AD&D
- PTO and VTO (Volunteer Time Off)
GBU Financial Life (GBU) is a member-owned, not-for-profit fraternal benefit society founded in Pittsburgh in 1892. Formed to provide financial security and benefits to its members, GBU is non-denominational and has grown to be a profitable life and annuity insurer with over $4 billion in assets. As Pennsylvania’s largest fraternal, and the nation’s fifth, GBU serves more than 60,000 members across the country with a 49-state sales and marketing footprint which will continue to grow until we are a nationwide provider. GBU partners with a network of 2,000 agents to market and distribute a variety of life insurance and retirement products, including term life, permanent life, and fixed annuities.
GBU stays true to its fraternal roots, commitment, and mission by serving as an active supporter and contributor to well-known charities such as American Cancer Society, American Red Cross, and military-focused initiatives, among others. We are also heavily involved in sponsoring various programs such as scholarships, grants, and other fraternal programs for our members. Giving back to the community and integrating the membership into service-oriented activities is an important part of GBU’s fabric and culture.
GBU’s office and main operations are based in Pittsburgh, Pennsylvania. We employ a staff of around 125 loyal, tenured employees. GBU is financially strong and earned an “A-” A.M. Best rating due to our thoughtful investment and long-term financial growth approach. Controlled growth and long-term financial management and investing are core to the company’s success in achieving the strong financial position we have today.
Salary : $65,000 - $70,000