Role 1 : L2 Application Support Analyst
Location: Chicago IL (Hybrid)
No. of positions : 1
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
Role 2: L3 Application Support professional
The L3 Application Support professional provides advanced technical and functional support for critical P&C insurance applications. This role is responsible for diagnosing and resolving complex production issues, performing root cause analysis, supporting system enhancements, and collaborating with business, development, and infrastructure teams to ensure system stability, performance, and regulatory compliance across P&C insurance processes such as policy, billing, claims, underwriting, and rating.
Responsibilities
- Provide Level 3 support for complex and critical production issues related to P&C insurance applications
- Lead root cause analysis (RCA) for recurring or high-severity incidents and implement permanent fixes
- Collaborate with L1/L2 support teams to guide troubleshooting and knowledge transfer
- Participate in incidents, problems, and change management processes.
- Support core P&C systems including Policy Administration, Claims, Billing, Rating, and Underwriting platforms
- Analyze business and system impacts of defects across personal, commercial, and specialty lines
- Work closely with business stakeholders to understand insurance workflows, rules, and regulatory constraints
- Validate defect fixes and enhancements through functional and technical testing
- Review and support application changes, releases, and patches
- Assist development teams with production deployments and post-release validation
- Ensure system changes comply with regulatory, audit, and data security requirements
- Update support documentation, runbooks, and knowledge articles
- Perform advanced SQL queries and data analysis to investigate data integrity and transactional issues
- Analyze logs, batch jobs, APIs, and integrations with third-party systems (e.g., vendors, reinsurers)
- Identify performance bottlenecks and support tuning efforts
- Support batch processing, nightly cycles, renewals, and large-volume transactions
Qualifications we seek in you!
Minimum Qualifications
- Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)
- 7 10+ years of IT experience, with at least 3 5 years in L3 support
- Hands on SQL experience 3+ years.
- Prior experience in the insurance domain, specifically P&C, is strongly preferred
Preferred Qualifications/ Skills
- Experience with Insurity or Guidewire (Policy Center, Claim Center, Billing Center) or Duck Creek
- Exposure to cloud platforms (AWS, Azure)
- Experience in agile / DevOps environments
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