Application Support Analyst

American Access Casualty Company is a high-growth auto insurance company offering high risk personal auto insurance in Illinois, Indiana, Nevada, Texas and Arizona.

American Access Casualty Company (AACC) is a fast-growing, highly successful private passenger automobile insurance company located in the western suburbs of Chicago. Our mission is to be "driven to do the right thing at every turn." To deliver on that mission and continue our growth, we are looking for highly-motivated employees that can grow with us. We are currently seeking talented and self-motivated people to begin their career with us as an Application Support Analyst. The Application Support Analyst will be a member of the American Access Application Support team which provides excellent customer service and support for our custom built AAXIS application. This position reports directly to the IT Technical Support manager and interacts with customers, vendors, and internal staff on a daily basis to manage and resolve problems and incidents. You will learn to deliver great customer service, build strong relationships, and learn more about our Application Support Team and company

* Provides advanced problem solving, analysis and support for software, application, and/or data issues. * • The ability to master new software packages in a minimum amount of time * • Troubleshoot, test and coordinate to resolve reported application, software and/or data issues while providing status updates to internal and external customers on a timely basis. * • Assist with understanding and/or documenting internal processes and customer business requirements. * • Produce end-user "how-to' documentation and writes and distributes system maintenance emails to company employees. * • Proactively monitor application performance, uptime and event logs for services and applications running on our servers. * • Use interviewing, listening and observation skills to gather information and assess problem areas. * • Manage a workload of support incidents via an Incident Management System. Provide timely updates to the customer and to management, when necessary. * • Serve as an escalation point for Technical Support team and escalate issues to other IT domains. * • Provide on-call support for application related outages. * • Serve as a liaison between Technical Support team and other IT teams (i.e., Developer, Database, QA Testing, and Infrastructure). Serve as a liaison between IT and other AACC departments, as well. * • Works- with 3rd party vendors when tickets & trouble-shooting techniques arise that involve 3rd party software

* Bachelor degree preferred * • Strong customer service skills * • Excellent communication, organization and interpersonal skills * • Troubleshooting skills * • Analytic abilities * • Ability to follow management direction while maintaining a high level of independence to contribute new and innovative ideas * • Prior software, application, technical support experience strongly preferred * • Prior insurance experience a plus * • Database query experience with SQL Server