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American Family Insurance · 1 week ago

Technology Services Specialist (Hybrid)

Madison, WI

Full-time

Hybrid

Mid Level

$61K/yr - $101K/yr

American Family Insurance is seeking a Technology Services Specialist to collaborate in providing and maintaining applications that meet business needs. The role involves troubleshooting application problems, providing vendor support, and ensuring excellent customer service for users.

Angel InvestmentFinanceVenture Capital

No H1B

Hiring Manager

Roger Steel

Responsibilities

You will troubleshoot problems with supported applications and ensure problems are resolved to client satisfaction

You will provide alternatives for solving identified system problems

You will provide vendor system support and maintain vendor relationships

You will assist with creation and maintenance of service desk diagnostics and job aids

You will ensure the application is fully documented and provide input for any gaps in documentation

You will use application knowledge, or work with others, to provide guidance and technical leadership to project resources or maintenance resources

You will maintain an awareness of other projects and their possible effect on ongoing projects

You will serve as primary contact for user questions regarding supported applications

You will provide users with excellent customer service, knowledge and advice when responding to needs or questions

You may be required to complete other assignments or participate in projects based upon skills, achievements, or experience

Qualification

Genesys Cloud certificationITIL / service managementIT infrastructure knowledge2nd level IT supportCustomer service skillsAnalytical problem-solvingProject management knowledge

Required

Demonstrated experience providing customer-driven solutions, support or service

Demonstrated experience providing 2nd level/escalated IT operations support

Basic knowledge and understanding of managed service delivery and/or outsourcing contracts

Basic knowledge and understanding of IT infrastructure domains including data centers, network/communications, server utilization, virtual environments, storage and application development

Basic knowledge and understanding of ITIL / service management best practices

Analytical approach to problem-solving. Attention to results and with a sense of urgency

Basic knowledge and understanding of project management processes, tools, and techniques

This position requires Genesys Cloud certification. Three certifications will need to be earned within the first six months in the role