Business Applications Support Analyst

Description:

The Business Applications Support Analyst is responsible for the day-to-day support and maintenance of our core insurance business applications, with primary focus on Vertafore’s AIM and ImageRight platforms. This role ensures reliable operation of these mission-critical systems by troubleshooting and resolving user issues, handling support tickets, and escalating complex incidents to internal teams or vendor support when needed. The ideal candidate has strong analytical skills, excellent customer service, and a keen interest in insurance technology.

Key Responsibilities

• Serve as the primary point of contact for user support and issue resolution for Vertafore AIM and ImageRight platforms.
• Monitor and respond to support tickets promptly, ensuring timely resolution or escalation to appropriate teams (e.g., infrastructure, database, or vendor support).
• Document issues, root causes, and resolutions to build a robust knowledge base and drive continuous improvement.
• Assist in testing patches, upgrades, and system enhancements to ensure minimal disruption to business operations.
• Provide end-user training and create/update user guides as needed.
• Collaborate with vendors (e.g., Vertafore) for complex escalations, system performance issues, or product updates.
• Contribute to process improvement initiatives and technology projects that enhance efficiency and customer experience.

Requirements:

Qualifications

• 2–5 years of experience in the business, application support, business systems analysis, or IT help desk; insurance or financial services experience strongly preferred.
• Hands-on experience with Vertafore AIM and/or ImageRight platforms (administration, configuration, or support) is highly desirable.
• Strong troubleshooting and problem-solving skills with a customer-first mindset.
• Excellent communication skills to interact effectively with business users, technical teams, and vendors.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Associate or Bachelor’s degree in Information Systems, Computer Science, Business, or related field (or equivalent work experience).

Success Profile

• Service-Oriented: Listens to end-users, responds quickly, and delivers practical solutions.
• Detail-Driven: Ensures accurate documentation, consistent process execution, and data integrity.
• Collaborative: Works across departments and with external vendors to achieve seamless operations.
• Proactive: Identifies recurring issues and suggests long-term improvements.