Claims Applications Support Analyst – Service Desk

This is a fully remote position, open to applicants in California.

📋 Description

• Deliver technical and functional assistance to TRISTAR’s Claims Operations teams and clients, with a focus on claims-related applications, including the RMIS suite.

• Investigate complex issues related to claims applications, systems, and workflows to determine suitable solutions.

• Act as a subject matter expert for claims applications and RMIS products.

• Conduct initial triage and basic troubleshooting for inquiries related to Windows 11 and Microsoft 365 via the IT Service Desk.

• Execute basic administrative functions for Microsoft 365 in accordance with standard operating procedures and training.

• Assess claims processes and workflows to pinpoint inefficiencies and opportunities for improvement.

• Collaborate with Claims Operations, CSU, development teams, and stakeholders to convert business requirements into functional system specifications.

• Investigate application issues and differentiate causes related to workflow, configuration, system, data, and defects.

• Suggest changes to system configuration, workflows, procedures, and processes.

• Engage in the planning, testing, evaluation, and implementation of claims applications and enhancements.

• Create testing strategies and business-use scenarios; conduct user acceptance testing.

• Evaluate the operational impact of system changes and provide guidance on implementation, training, workflow, and readiness.

• Analyze Service Desk trends, identify root causes, and propose corrective measures.

• Escalate issues to CSU, development teams, vendors, or other technical resources as needed.

• Create and maintain procedures, documentation, standard operating procedures, workflow guides, and training materials.

• Design and conduct training sessions on claims applications, enhancements, workflow changes, and new functionalities.

• Advise users on effective claims application usage and practical solutions.

• Engage in cross-functional projects related to claims technology, implementation, workflow redesign, and process improvement.

• Oversee assigned projects and complex application support initiatives with minimal supervision.

• Provide management with recommendations regarding applications, processes, enhancements, and training needs.

⛳️ Requirements

• A Bachelor’s degree in information systems, computer science, business administration, or a related field is preferred.

• Two to five years of experience in systems analysis, application support, technical support, software implementation, or a related IT role, or an equivalent combination of education and experience.

• Previous experience supporting enterprise applications is preferred.

• Background in the insurance, workers’ compensation, or third-party administrator (TPA) industry is preferred.

• Strong understanding of claims operations workflows, terminology, insurance concepts, and claims handling processes.

• Practical experience in claims operations.

• Familiarity with claims management/RMIS applications.

• Knowledge of Windows 11, Microsoft applications, Microsoft 365, and standard desktop computing environments.

• General understanding of PC hardware, peripherals, and connectivity.

• Ability to analyze user-reported issues, identify root causes, and propose solutions.

• Capability to develop standard operating procedures, step-by-step instructions, training materials, and system documentation.

• Strong analytical, problem-solving, organizational, and critical-thinking abilities.

• High attention to detail and accurate record-keeping of tickets and issue resolutions.

• Ability to prioritize and manage multiple service requests, projects, and deadlines effectively.

• Excellent interpersonal and customer service skills.

• Outstanding verbal and written communication abilities.

• Capability to exercise independent judgment in assessing application issues and determining resolution or escalation.

🏝️ Benefits

• Medical, Dental, Vision Insurance.

• Life and Disability Insurance.

• 401(k) Plan.

• Paid Holidays.

• Paid Time Off.

• Referral bonus.

• Fully remote work arrangement.

• Occasional travel support for system training, implementation support, or other business assistance.