Application Support Specialist
hace 3 días
**Job Summary**
Chubb Ina Holdings Inc. is seeking a highly skilled Application Support Specialist to join our team. As an Application Support Specialist, you will be responsible for ensuring the smooth operation of our business-critical applications and providing exceptional support to our customers.
**Key Responsibilities**
- Monitor application service level compliance and help reduce risks by defining mitigation plans and assisting in resolving issues as needed.
- Ensure that tickets are formally closed and review, and record lessons learned to improve processes.
- Adhere to compliance policies and enforce operational procedures to maintain high standards of quality.
- Drive operational excellence in business-as-usual processes and provide regular, accurate reports to stakeholders as required.
- Prepare achievable improvement plans and track activities schedules to ensure timely completion.
- Ensure support plans are defined for all projects and include appropriate support staffing plans in project funding.
- Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing, and ensure knowledge transfer between project/dev and support teams.
- Identify, assess, and manage risks to the success of business-as-usual processes and participate in the planning and coordination of quarterly product releases for our customer base.
- Liaise with local and international support groups for Incident and Request Tasks escalation and act as incident manager, communicating outages to stakeholders and management.
- Closely work with regional/global incident manager and service management manager for reporting all P1 and P2 incidents.
- Develop and enhance appropriate processes and procedures, analyze recurring incidents and requests, and propose permanent solutions and best practices.
- Maintain the ServiceNow ticketing system, Service Catalogue guidelines, and procedure documentation, and adopt agile practices as part of the support process aligned with regional/global standards.
- Ensure security and audit compliance for all support deliverables.
**Requirements**
- Fluent in service management ITIL best practices in day-to-day routine, incident management, problem management, change management, etc.
- Excellent communication and interpersonal skills, with the ability to work well with cross-organizational teams.
- Excellent analytical thinking, problem-solving, and negotiation skills.
- Excellent customer service skills, with a consultative style of communication when addressing issues and solutions.
- High capability to handle business/customer complaints and queries effectively.
- Highly motivated, results-driven, and able to multi-task.
- Experience in engaging with internal and external stakeholders in defining business requirements.
- Flexible and committed, with the ability to work beyond office hours or in different time zones when required.
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