Job Description
The Support and Release Specialist is responsible for overseeing the planning, scheduling, and coordination of software releases for our Core software platform. This role involves working closely with development, QA, and Digital teams to ensure that software releases are planned and deployed smoothly and efficiently, with minimal disruption to production environments.
Responsibilities
The Release Manager will identify and mitigate risks associated with release activities, develop and maintain release management processes, and communicate release status and issues to stakeholders. This role also takes ownership of assigned customer issues; research, diagnose, troubleshoot and identify solutions to resolve system issues, and follow standard procedures for proper logging of issues as well as escalation to the appropriate internal teams.
Specific Duties Include
Release Planning and Management
- Develop and manage the release schedule, ensuring it aligns with project timelines and business objectives. Plan and manage release schedules and milestones.
- Collaborate with development, QA, and Digital Product Owners to ensure successful deployment of software releases. Coordinate release activities across various teams to ensure timely delivery.
- Identify potential release risks and implement mitigation strategies
- Provide regular updates and reports on release status, issues, and risks to stakeholders, ensuring transparency and alignment. Communicate release status to stakeholders and manage expectations.
Support and Escalation
- Diagnose and troubleshoot technical issues for mid-level applications and platform services such as account and data management, authentication, search, entitlement, etc.
- Serve as the primary point of contact for L2 support issues
- Monitor SLA response times and drive improvements
- Manage and triage support tickets using JIRA
- Troubleshoot content and document extract issues
- Retrieve Root Cause Analysis of technical issues
- Attend and contribute to Scrum ceremonies when necessary to ensure effective communication and support progress
- Support project initiatives as required
- Track and report on support metrics
- Perform additional technical duties as required to support ISOnet/CORE applications and customers
Requirements
QUALIFICATIONS
- BS degree in Information Technology, Computer Science or relevant field, and 3-5 years of experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
- Excellent problem-solving skills and outstanding attention to detail
- Expertise in resolving issues related to APIs, browser errors, and other technical integrations
- Able to manage and prioritize multiple open issues at once
- Excellent oral and written communication skills. Able to ask customers targeted questions to quickly understand the root of the problem and provide step-by-step technical help, both written and verbal.
- Hands-on experience with JIRA, Salesforce, or similar ticketing/CRM platforms
- Solid understanding of identity concepts (SSO, MFA, user provisioning)
- Experience with web application client-side troubleshooting, familiarity with system and event logs, navigating application logs for troubleshooting along with cloud-based log mining software like Splunk is preferred
- Familiarity with software systems, scripting (Python, Ruby, etc.), database queries and ISO products/applications a plus
About Us
Our People, Our Culture
For more than 50 years, Verisk has helped property and casualty insurers make smarter decisions about risk through AI-powered risk modeling, advanced analytics, and technology solutions spanning the entire policy lifecycle. We are a leading strategic data, analytics, and technology partner to the global insurance industry, guided by core values of learning, caring, and results while maintaining the highest ethical standards as stewards of the industry's most comprehensive datasets. Learn more about Verisk and what we are doing within the insurance industry.
When you join Verisk, you become part of a diverse global team with over 7,500 professionals in 30 plus countries, making work that matters. We're certified by Great Place to Work, reflecting our commitment to inclusivity, employee engagement, and wellbeing. At Verisk, your growth is a priorityfrom professional development and tuition benefits to a supportive, flexible workplace culture, we support your continued growth.
Our Culture : Explore our inclusive, people-first culture that fosters innovation, collaboration, and belonging.
Awards & Recognition : See why Verisk is consistently recognized as a Great Place to Work around the world.
Our Businesses : Learn about the diverse industries we serve from insurance and energy to financial services and beyond.
Life at Verisk : Discover what it's like to work at Verisk through employee stories, team highlights, and culture moments.
Careers at Verisk : Join a global team of problem-solvers and innovators doing meaningful work that's shaping the future of industries. Whether you're just starting out or looking to take your career to the next level, Verisk offers growth, purpose, and a people-first culture
Let's build something meaningful together!
Verisk Analytics is an equal opportunity employer.
All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk's minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.
At Verisk, we provide a competitive compensation package aligned with market benchmarks and individual experience, disclosed transparently in accordance with applicable pay transparency regulations. In addition to base salary, eligible roles may include a range of incentive opportunities designed based on market research and our internal grading structure.
Our benefits portfolio varies by location; however, a typical package includes medical coverage, life insurance, pension plans, and paid time off in line with local labor laws.
We also foster a work environment focused on well-being and career development. Additional perks may include wellness initiatives, fitness programs, and team-building activities.
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