Senior Application Support Administrator

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

📋 Description

• Deliver expert-level remote assistance for enterprise applications.

• Diagnose problems, resolve incidents, and monitor the performance of applications.

• Log, track, and manage support tickets utilizing ServiceNow, ManageEngine, and Zendesk.

• Collaborate with vendors and support teams to address defects, apply patches, and implement updates or enhancements.

• Oversee application configurations, updates, and deployments in accordance with best practices, policies, and compliance standards.

• Create and maintain application documentation, procedures, troubleshooting steps, and user manuals.

• Proactively detect performance and availability issues to minimize downtime.

• Act as the primary contact for escalated support requests.

• Conduct training sessions and provide ongoing support to end-users.

• Engage in system upgrades, migrations, and integrations.

• Mentor and assist junior team members.

• Monitor industry trends and propose process improvements.

• Aid in SSL certificate renewals and installations.

• Coordinate with Azure, network, cybersecurity, and infrastructure teams.

• Facilitate automation using Power Automate, PowerShell, and Python.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.

• Over 5 years of experience in application support management, ideally within the insurance or financial services sector.

• Knowledge of ITIL processes and best practices for service management.

• Exceptional analytical and problem-solving abilities.

• Strong communication and interpersonal skills.

• Experience with cloud-based applications and services such as AWS, Azure, or SaaS platforms is advantageous.

• Relevant certifications such as ITIL, Microsoft Certified, CompTIA A+, or similar credentials are highly valued.

• More than 5 years of experience with ServiceNow, ManageEngine, and Zendesk is preferred.

• 5+ years of experience with insurance Agency Management Systems like Applied Systems' Epic or Vertafore's Sagitta is preferred.

• 5+ years of experience with application monitoring and maintenance, including availability, performance, jobs, interfaces, API, and database connectivity.

• Experience with SSL certificate renewals and installations.

• Experience collaborating with Azure, network, cybersecurity, and infrastructure teams.

• Experience supporting automation using Power Automate, PowerShell, and Python.

🏝️ Benefits

• Generous time off, including personal and volunteering days.

• Tuition reimbursement and opportunities for professional development.

• Remote work flexibility.

• Charitable contribution matching programs.

• Stock purchase opportunities.

• Comprehensive health and welfare benefits.

• 401K savings plans and other retirement options.

• Employee assistance programs.

• Potential performance-based incentives.

• Competitive total rewards package.