We are looking for a L2 Application Support Analyst to join our team. Please review the job description below, and let us know if you are interested and available.
If this opportunity matches your experience and career goals, we would love to discuss it more. Additionally, feel free to share your updated resume for consideration
Role: Guidewire - L2 Application Support Analyst
Location: Chicago IL (Hybrid)
Duration: 6 – 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 postdeployment 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
Thank you!
Best Regards,
Sumit Talekar
Associate Manager – Talent Acquisition
Silverlink Technologies Inc.
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