Application Support Engineer

Job Description

Company Description

We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

ISO Claims Partners is a leading Medicare compliance and Data Analytics firm that is a member of the Verisk Insurance Solutions group at Verisk Analytics (Nasdaq:VRSK). By leveraging legal, clinical, and technological expertise, ISO Claims Partners provides insurers, third-party administrators, and employers with a suite of solutions to meet their Medicare compliance as well as claims analytics needs. We are designed with one goal in mind, to improve claims outcomes throughout the life of a claim. ISO Claims Partners is headquartered in North Reading, Massachusetts, and has offices throughout North America. For more information about ISO Claims Partners, visit www.iso.com/claimspartners .

Our company is a highly entrepreneurial business servicing the healthcare industry. We provide cutting-edge analytics, unmatched data, and superior medical and legal advocacy with expert staff members that are regarded as thought-leaders within our field. The ideal candidate will enjoy a fast-paced, innovative environment that emphasizes individual accountability with the support of a team structure.

Job Description

We are seeking an experienced Application Support Engineer to support our core business application (Crosspoint) and satellite applications. In this role you will be responsible for managing the support queue, triaging incoming tickets, and handling first and second level tickets as required.

Second level tickets require a solid understanding of T-SQL and query design concepts. Applicant should be able to perform complex root cause analysis and approach problems using advanced deductive reasoning skills to rule out potential causes.

The Application Support Engineer will also work closely with our development teams to support the application infrastructure and associated environments. This involves troubleshooting environmental issues related to security, hardware, storage, and OS. The engineer will also be responsible for documenting systems and support concepts as required.

This role will also require some PowerShell/command line scripting to support dev team data migrations and DevOps build/deployment automation.

Job Responsibilities:

• Managing incoming tickets from our help desk system, prioritizing issues as necessary and ensuring timely resolution for user issues.
• Learning the core SQL application logic and the application modules and touchpoints. Developing a solid understanding of Crosspoint’s core concepts and logging mechanisms.
• Resolving first level tickets and performing root cause analysis on 2nd/3rd level issues to provide detailed info to development/QA. Communicating with end users when tickets are escalated.
• Handling communication with business users and management when ticket(s) requires development work and working with the development team to plan patches as necessary.
• Working closely with our software development teams to monitor the health of the application infrastructure and help resolve any issues that arise.
• Documenting support processes, common support topics and resolutions and application infrastructure/security frameworks.
• Engage in light project work to clean up/organize application security components (NTFS, Active Directory groups, SQL security etc.).
• Assisting the application AWS migration as required, supporting the application on EC2 instances with S3 storage.
• Scripting task automation as required (Powershell, cmd line etc.).

Qualifications

Key Competencies:

• Strong working knowledge of Windows OS/hardware.
• Strong knowledge of NTFS security and networking concepts.
• Some knowledge of Powershell/command line scripting.
• Some knowledge of SQL Queries.
• Ability to perform complex root cause analysis and determine the root cause of issues.
• Ability to learn proprietary application logic and modules quickly.
• Ability to take ownership of the support queue and see tickets through to resolution.
• Ability to take ownership of light projects when required.
• Ability to effectively communicate with end users and management.
• Ability to resolve complex application and infrastructure issues.
• Ability to document core concepts effectively.

Required Skills & Certifications:

• Bachelors Degree.
• 3-4 years experience Application Support.
• Strong working knowledge of Windows OS/hardware.
• Strong knowledge of NTFS security and networking concepts.
• Some knowledge of Powershell/command line scripting.
• Ability to perform complex root cause analysis and determine the root cause of issues.
• Ability to learn proprietary application logic and modules quickly.
• Ability to take ownership of the support queue and see tickets through to resolution.
• Ability to effectively communicate with end users and management.
• Ability to resolve complex application and infrastructure issues.
• Ability to document core concepts effectively.

#LI-MC1

Additional Information

ISO, a Verisk business, has been a leading source of information about property/casualty insurance risk since 1971. For a broad spectrum of commercial and personal lines of insurance, ISO provides statistical, actuarial, underwriting, and claims information and analytics; compliance and fraud identification tools; policy language; information about specific locations; and technical services. ISO serves insurers, reinsurers, agents and brokers, insurance regulators, risk managers, and other participants in the property/casualty insurance marketplace. To learn more about ISO please visit us at: www.verisk.com/iso . We are proud to be a part of the Verisk family of companies!

At the heart of what we do is help clients manage risk. Verisk (Nasdaq: VRSK) provides data and insights to our customers in insurance, energy and the financial services markets so they can make faster and more informed decisions.

Our global team uses AI, machine learning, automation, and other emerging technologies to collect and analyze billions of records. We provide advanced decision-support to prevent credit, lending, and cyber risks. In addition, we monitor and advise companies on complex global matters such as climate change, catastrophes, and geopolitical issues.

But why we do our work is what sets us apart. It stems from a commitment to making the world better, safer and stronger.

It’s the reason Verisk is part of the UN Global Compact sustainability initiative. It’s why we made a commitment to balancing 100 percent of our carbon emissions. It’s the aim of our “returnship” program for experienced professionals rejoining the workforce after time away. And, it’s what drives our annual Innovation Day, where we identify our next first-to-market innovations to solve our customers’ problems.

At its core, Verisk uses data to minimize risk and maximize value. But far bigger, is why we do what we do.

At Verisk you can build an exciting career with meaningful work; create positive and lasting impact on business; and find the support, coaching, and training you need to advance your career. We have received the Great Place to Work® Certification for the 7th consecutive year. We’ve been recognized by Forbes as a World’s Best Employer and a Best Employer for Women, testaments to our culture of engagement and the value we place on an inclusive and diverse workforce. Verisk’s Statement on Racial Equity and Diversity supports our commitment to these values and affecting positive and lasting change in the communities where we live and work.

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.

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