Application Support Analyst II

The National Association of Insurance Commissioners (NAIC) has an exciting opportunity for an Application Support Analyst II. The Application Support Analyst II position is responsible for providing dedicated support to customers and ensures efficient and effective utilization of Filing Solutions applications.  This position is based out of the NAIC’s Kansas City, MO office. This is a full-time hybrid-remote position, in a positive and flexible environment. Residency within 100 miles of the Kansas City, Missouri office is required, along with in-office work as scheduled.

Key Responsibilities

• Maintain a lot of tickets and customer information, identify trends, and alert staff of actual or potential issues.
• Provide dedicated support to customers ensuring efficient utilization of Filing Solutions applications.
• Troubleshoot production issues, identify and correct data problems, and coordinate resolutions with developers and other resources.
• Assist in testing all facets of supported applications including releases and upgrades and provide detailed documentation.
• Collaborate with team members and clients to implement applications and processes, including writing advanced SQL queries and troubleshooting issues.
• Review user revenue processes, correct errors, investigate missing payments, and collaborate with Finance and development teams.
• Assist in creating and implementing marketing and user documentation materials and participate in trade shows and conferences.

Management Responsibilities

• This position does not have direct reports.

Education, Certifications, Licenses, & Experience

• Typically has a Bachelor's degree with a minimum of 3 years of position related progressive professional, individual contributor experience, or equivalent combination of education and experience.
• Ability to update complex SQL queries.

Preferred Experience

Certification in technical support and/or customer service.

Systems & Technology Requirements

Microsoft 365, including advanced Excel, Word, PowerPoint and Outlook; Slack; Jira.

Travel Requirements

This position requires regular, out-of-state, overnight travel in support of member meetings and events throughout the year. Must be able and willing to travel to locations throughout the United States and with such frequency as necessary to meet the needs of this position and the Association.

Compensation

Salary offer range is $49,311 - $65,000, commensurate with experience and education.