Role : L2 Application Support Analyst
Location : Chicago IL (Hybrid)
Duration : 12 months
The L2 Application Support Analyst will provide advanced functional and technical support for applications supporting Property & Casualty (P&C) insurance operations such as policy administration, claims, billing, underwriting, and rating systems. The role involves incident analysis, root cause identification, issue resolution, coordination with L3/engineering teams, and ensuring system stability and SLA compliance.
Responsibilities
Provide Level 2 support for P&C insurance applications including:
- Policy Administration
- Claims Management
- Billing & Payments
- Underwriting & Rating
- Analyze, troubleshoot, and resolve medium to complex production issues escalated from L1 support.
- Perform root cause analysis (RCA) and document permanent fixes.
- Support batch jobs, integrations, and interfaces (inbound/outbound feeds).
- Monitor application health, logs, and alerts; proactively identify risks.
- Manage incidents and service requests through ITSM tools (ServiceNow, JIRA, Remedy, etc.).
- Ensure adherence to SLA and compliance requirements.
- Participate in problem management and continuous improvement initiatives.
- Support change deployments, release validation, and post deployment verification.
- Coordinate with L3 teams, vendors, and business users during critical incidents.
Understand P&C insurance workflows including:
- New business, renewals, endorsements
- Claims lifecycle
- Cancellations, reinstatements
- Premium calculation and billing
- Interpret business rules related to coverages, deductibles, limits, endorsements, and regulatory rules.
- Support business users by providing timely resolution and clear communication.
- Create and maintain runbooks, SOPs, and knowledge articles.
- Document known issues, workarounds, and system behavior.
- Participate in knowledge transfer sessions with L1 and L3 teams.
Qualifications we seek in you!
Minimum Qualifications
- 3–6 years of IT application support experience.
- 2+ years of experience in the P&C insurance domain.
- Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
- Strong SQL skills for data analysis, validation, and issue investigation.
Preferred Qualifications/ Skills
- Experience supporting insurance core systems (Insurity, Guidewire, Duck Creek, Majesco, or similar preferred).
- Exposure to cloud platforms (AWS, Azure)
- Experience in agile / DevOps environments
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