Business Systems Support Specialist

F&G is hiring for a Business Systems Support Specialist

Job Summary

The purpose of this Business System Support Specialist position is to serve as the primary contact for email inquiries from internal and external stakeholders experiencing difficulties with our organization’s electronic interfaces and websites. This role will provide support by troubleshooting the issues reported and seeking solutions to allow business to continue to be conducted. This will include sharing known/documented system workarounds as well and seeking to identify alternatives for unique or new business/system issues.

This role will work closely with IT staff & multiple business units (Operations, Sales & Marketing, Product Development, Claims, Legal/Compliance) to validate expected system behaviors and business processes. This position may also require a flexible schedule to ensure support is available outside of standard business hours.

Duties and Responsibilities

· Respond to all incoming production support inquiries within agreed upon SLAs (service level agreements)

· Escalate items requiring Information Technology team review by entering and tracking tickets in the organizations IT Service management tool

· Ability to understand and apply learned knowledge obtained from reviewing available system documentation

· Provide post-production implementation sign off or confirmation of resolution for reported production issues.

· Maintain records of support requests to aid in identification of common issues and/or trending.

Experience and Education Requirements

· 1-3 years’ experience in the financial services industry

· Database and SQL knowledge

· Insurance industry experience & knowledge of Annuity/Life products strongly preferred

· Associate or bachelor’s degree preferred. Relevant experience considered in lieu of degree

· Understanding of ITIL processes and methodologies or progress toward ITIL certification preferred

Knowledge, Skills & Abilities

· Able to succeed in a fast-paced environment while addressing multiple tasks and priorities

· Excellent written communication skills and the ability to interact professionally with a diverse group to include executives, managers, and subject matter experts inside as well as outside the company

· Willingness to learn new tools, complex concepts, and processes

· Organizational, problem solving, and time management skills

· Ability to work in a dynamic, team-oriented, collaborative environment

· Ability to use Microsoft Office Tools (MS Word, Excel, PowerPoint, Visio)

· Logical and efficient, with keen attention to detail

· Sound analytical, judgment and decision-making skills

· Strong customer service orientation

· Understands general concepts of financial services/insurance environment, types of information used, how the data is produced, consumed, and transformed

Other Requirements

· Perform other functions, duties and projects as assigned

· The incumbent may often sit for extended periods of time during meetings and at their workstations in front of a computer

· Must be able to work in a fast-paced team environment

· Availability to work flexible hours or travel (5-10%) if needed to accommodate business needs

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