Systems Support Specialist (Information Technology)

Penn National Insurance has an amazing opportunity in our Underwriting Operations division for a Systems Support Specialist! This is a hybrid position reporting to our Harrisburg Home Office

The Systems Support Specialist conducts business process analyses and needs assessments; defines functional, system, and program requirements to ensure information technology solutions are aligned with business initiatives

 

COMPETENCIES AND ESSENTIAL DUTIES OF THE SYSTEMS SUPPORT SPECIALIST

 

Business Acumen          

 

Documentation

• Creates and updates or modifies systems documentation including, but not limited to: business or systems requirements, change requests, workbooks, test matrices, test cases on new product development, and report layouts. Documentation is used by programmers/developers to program changes to production systems.
• Creates and updates systems reference and user training manuals and Job Aids/Standard Operating Procedures. 
• Develops training material or Job Aids/Standard Operating Procedures for system entry procedures and manuals.
• Develops agency and office communications.

 

Training

• Provides one-on-one or formal training with processing or Underwriting/Inservco business clients and agents on new and existing system functionality. 
• Mentors and trains less experienced staff and new employees on new activities as assigned.
• Creates system training manuals and job aids/Standard Operating Procedures. 
• Develops and delivers system training courses for corporate and service office business clients.

 

Participates in self-development to maintain the currency necessary to perform the duties of the position.

 

Negotiation       

 

Client Interaction

• For assigned business requirements, change requests, state or line of business assignments, independently interacts regularly with Home Office Underwriting Staff to clarify and confirm project expectations; seeks understanding of upcoming requests; and when production issues occur, provides input on how issues may be resolved.
• Interacts with IT, Claims Business and Systems Analyst, processing and underwriting offices, CCC, agents, Inservco clients and vendors to clarify requirements and resolve production problems for multiple and diverse systems.
• May provide direction and guidance to less experienced staff assigned to incoming support requests (calls / emails from service offices and agents).

 

Results Oriented             

 

Planning and Estimating

• Estimates time to complete individual assignments.  Create action plans associated with specific project assignments. Organize and prioritize personal work to meet assigned target dates.  Manages multiple concurrent projects.  Able to plan work and proceed with assigned tasks with minimal supervision. Successfully handles multiple complex concurrent assignments.
• Works with IT to implement systems upgrades.  Review product release upgrade notes to determine areas of impact; partners with IT to develop project implementation plan; develops test plans, test criteria and test cases to ensure upgrade meets user functionality needs; develops user documentation.
• Works with State Insurance Examiners and Management Staff to respond to market conduct examines and internal audits; develops and manages cross-functional plans to respond to audit inquiries, develops reports as necessary.
• Analyzes data and produces reports to provide to clients to show metrics and trends of their program.

 

Project/Support Team Management

• Estimates, plans, leads, organizes, controls, and reports status for small-to-medium sized “planned” projects (or subsystems of strategic projects) or supports teams with several cross-functional team members.  Development projects should follow the documented Penn National Insurance systems development methodology.  All projects should adhere to the documented Penn National Insurance project management guidelines.  Successfully handles multiple concurrent complex assignments and assists others with their assignments.

 

Time & Priority Management    

 

Initiative

• Easily accommodates changing assignments, suggesting appropriate priorities to manager or team leader as needed.  Independently takes action to achieve goals beyond what is required, being proactive; makes constructive suggestions; actively participates in team meetings.

 

Decision Making             

 

Analysis

• Collaborates with technical and HO Underwriting or Inservco staffs on changes or new product development and resulting systems implications. Analyze and research business and systems information gathered from multiple and diverse sources.  Uses information to develop business and systems requirements.  As necessary, develop new strategies to meet unexpected business challenges.  Focus at this level is cross-functional.

 

Vendor Management

• Creates, updates, or modifies vendor systems documentation and business requirements.
• Provides business and systems direction to vendor staff.
• Works with vendor and IT to develop and execute project plans.

 

Troubleshooting and Problem Resolution

• Analyzes issues to identify specific data problems, systemic issues, and root causes.   Recommends and documents preferred and alternate solutions, the pros and cons of each, and presents solutions to manager and client for input and agreement.
• Plans and coordinates problem resolution activities.  Focus at this level is non-routine problems/issues and is cross-functional.
• Provides guidance, direction and training to staff members who can't resolve problems independently.

 

Leadership

• Reviews peer test results and certifies adherence to Penn National Insurance standards. Coordinates and conducts effective cross-functional meetings. Within defined parameters, negotiates target dates as necessary.  Mentors team members.  Cross-trains team members. Manages client expectations.  In absence of Department Manager, may be called upon to respond to urgent requests, attend and facilitate meetings, and provide general direction to department staff.  May also assist Department Manager with budgeting or resource planning.

 

Testing Framework

• Develops test plans, test matrices, and test cases for new product development to ensure outcomes meet project definition and quality expectations.
• Completes limited (high level) testing on new product development;
• May be called upon to do more volume testing based on project assignment or resources needs; requires thorough knowledge of all systems within assigned department.
• Provides guidance and direction to Technicians as they complete full testing on new product development.

 

May temporarily direct efforts of staff and provide input on their performance as related to project assignments.

Performs various projects requested or assigned by the direct reporting managers noted above

 

CORPORATE CORE COMPETENCIES OF THE SYSTEMS SUPPORT SPECIALIST

 

Effectively Communicates and Connects          

• Communicates and negotiates effectively with peers regarding work outcomes.
• Influences by making a strong case, bringing other people on the team to understand the presented viewpoint.
• Provides feedback and is clear when disagreeing with an approach; offers suggestions for improvement.
• Attentively listens and asks clarifying questions and paraphrases to enhance understanding.
• Build and nurture positive relationships within the workplace.

 

Customer Focused        

• Identifies explicit and implied customer needs.
• Asks probing questions to fully understand business requirements.
• Develops positive relationships with customers by meeting their needs as well as incorporating their feedback.
• Responds quickly and takes action with high quality solutions that address needs and improve overall customer experience.
• Owns resolution of customer experience outcome.

 

Talent Development Mindset    

• Discusses technical and professional development with peers to gain suggestions for further development.
• Actively seeks and acts on opportunities to recognize peers for high performance.
• Stays alert to identify learning opportunities for self.

 

Demonstrates Adaptability

• Contributes to progressive thinking within the team by posing questions that challenge traditional methods or processes.
• Proposes ideas and suggests new approaches to tackling own work tasks and issues in a better way to drive organization success.
• Participates in and actively supports change initiatives and provides ideas to promote their success.
• Recognizes and manages an ambiguous work environment.
• Demonstrates flexibility in generating alternative solutions and recommendations.

 

Demonstrates Accountability  

• Applies judgment in making decisions about own work and takes responsibility for actions.
• Demonstrates reliability by producing steady work results and delivering on commitments to team members on time.
• Takes responsibility for regularly seeking and applying feedback and actively learning from errors and setbacks.
• Understands the mission of the organization.

 

SPECIAL RELATIONSHIPS FOR THE SYSTEMS SUPPORT SPECIALIST

• Direct contact with IT development staff
• Direct contact with EDW and Statistical personnel
• Direct contact with Claims Systems Analysts and Technicians
• Direct contact with Customer Contact Center
• Direct contact with Actuarial personnel
• Direct contact with Inservco clients
• Direct contact with corporate support departments, such as: Central Policy Assembly, Mail Room, and ImageRight Departments
• Direct contact with field offices and home office underwriting departments
• Direct contact with agents
• Direct contact with state insurance departments, regulatory agencies, ISO, NCCI, and other rating organizations and trade associations
• Direct contact with vendors
• Direct contact with business department staff and all levels of management as part of analysis, troubleshooting, and problem resolution activities
• Direct contact with application vendors
• Interact with all levels of authority within the organization

 

QUALIFICATIONS FOR THE SYSTEMS SUPPORT SPECIALIST

 

Education/Credentials

• Associates degree required or 2 years comparable work experience required
• Continuing education and self-improvement in insurance related courses such as IIA, CPCU, AIT, etc. preferred

 

Experience        

• A minimum of 5 years' experience in automated systems processing/testing within the Property and Casualty insurance environment

 

Technical/Professional Knowledge        

• Microsoft Word, Excel, PowerPoint and Outlook
• Demonstrated customer service skills
• Demonstrated verbal and written skills
• Demonstrates good understanding of systems development/project management methodology
• Demonstrated ability to work in a team environment
• Demonstrated multitasking skills
• Demonstrated ability to recommend preferred and alternative systems solutions, and the pro/cons of each 
• Demonstrated ability to adjust quickly to changing assignments and priorities
• In-depth working technical knowledge of assigned systems/applications
• Strong technical knowledge of property and casualty automated systems used internally and/or vendor systems used by external clients for multiple lines of business
• Breadth of knowledge is broad across multiple and diverse known systems as well as the expectation to quickly understand new systems and integrate those systems into business/systems solutions

 

Systems Support Specialist assigned to Underwriting Operations

• Strong knowledge of applicable policy coverages, rating, rating rules, and rate development
• Demonstrated ability to manually rate all transactions for all major lines of business within assigned department
• Demonstrated ability to interpret manual rating rules and apply that knowledge for all major lines of business

 

JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act)

• This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
• Must be able to see and effectively use a computer monitor.
• Must be able to operate a computer, keyboard and applicable printers and other general office equipment.
• Must be able to access and enter information accurately using automated systems.
• Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.
• Must be able to present information to individuals and groups.
• Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
• Must be able to maintain acceptable attendance and adhere to scheduled work hours.
• Must have a valid driver's license and be able to operate a motor vehicle.
• Must be able to travel, with overnight stays as required.