Job Title: Senior Operations Specialist (L1/L2 Support - Business Support)
Experience: 7-10 Years
Shift: Night Shift (8 AM to 5 PM EST)
Job Summary:
We are seeking a highly skilled Senior Operations Specialist with 7-10 years of experience to provide L1/L2 support and business support for our operations team. The ideal candidate will have hands-on experience with Vertafore products, specifically AMS360, ImageRight, and NetRate. While training will be provided, prior knowledge of these tools will be an added advantage.
Key Responsibilities:
- Provide L1/L2 support for business users and technical teams.
- Monitor and troubleshoot issues related to Vertafore applications (AMS360, ImageRight, NetRate).
- Work closely with internal stakeholders to resolve business and operational challenges.
- Analyze system performance, identify bottlenecks, and recommend improvements.
- Respond to incidents, service requests, and technical queries efficiently.
- Coordinate with product vendors and IT teams to escalate and resolve complex issues.
- Maintain proper documentation of issues, resolutions, and troubleshooting processes.
- Conduct training and knowledge-sharing sessions as needed.
- Ensure adherence to SLAs and compliance standards.
Required Skills & Qualifications:
- 7-10 years of experience in operations support, L1/L2 support, or business support roles.
- Prior experience working with Vertafore applications (AMS360, ImageRight, NetRate) is highly desirable.
- Strong analytical and problem-solving skills.
- Ability to troubleshoot and resolve application and business process issues.
- Excellent communication and interpersonal skills.
- Ability to work independently and within a team in a fast-paced, night-shift environment.
- Strong documentation skills and experience with ticketing tools (e.g., ServiceNow, JIRA, etc.).
