IT Applications & Operations Support Specialist II

Pay Philosophy
The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
Description
At Liberty Mutual, technology isn't just a part of our business, it's what drives us forward. We deliver our customers peace of mind every day by helping them protect what they value most. Our passion for placing the customer at the center of everything we do is driving a transformational shift at Liberty Mutual. Operating as a tech startup within a Fortune 100 company, we are leading a digital disruption that will redefine how people experience insurance.
The IT Applications & Operations Support Specialist II is responsible for developing, executing, and maintaining processes and automated solutions to ensure operational effectiveness and continual improvement with close supervision.
This position is remote, but if you reside within 50 miles of our Boston, MA; Portsmouth, NH; Plano, TX, or Seattle, WA offices, you will be required to report to the office twice a week. Please note this policy is subject to change.
Responsibilities

• Analyzes low to moderate-complexity technical and business problems using general knowledge of industry, business operations, business products, business processes, data, architecture, vendor integration, and application connectivity.
• Responsible for a variety of operational activities that may include vendor support, reporting, tool administration, systems access, financial processes, regulatory, compliance, and attestation activities, monthly releases including readiness, and communications.
• Responds to incident tickets and requests from internal and external users and stakeholders of low to medium complexity using basic knowledge of assigned applications and triages to the appropriate resource/organization as needed.
• Supports internal and external application users, integration partners, vendors, and regulatory bureaus, inclusive of requests and incidents of low to moderate complexity activities.
• Creates, updates, and maintains scripts associated with common issues and includes applicable work arounds and provides information on customer impacts.
• Provides support for degradation or outages detected.
• Coordinates with more senior team members based on impact, developers, and vendors IT to determine the root cause and user impacts.
• Required to be "on call" on a rotational basis.
• Learns new functionality being implemented for monthly releases in order to support user questions and issues.
• Communicate with customers if there are issues during the monthly release development and provide resolution status updates.
• Assists with Error Report monitoring and may work simple errors identified in the report.
• Identifies opportunities for continuous improvement and joins working teams to improve processes.

Qualifications

• Related general business operations and/or systems knowledge.
• Basic understanding of IT concepts and processes.
• Requires communication, negotiation, collaboration, and analytical skills.
• 1 year of relevant experience (for the IT Apps & Ops Support Specialist I level).
• 3 years (IT Apps & Ops Support Specialist II level).
• Bachelor's Degree

About Us
**This position may have in-office requirements depending on candidate location.**
At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.
Liberty Mutual has proudly been recognized as a "Great Place to Work" by Great Place to Work® US for the past several years. We were also selected as one of the "100 Best Places to Work in IT" on IDG's Insider Pro and Computerworld's 2020 list. For many years running, we have been named by Forbes as one of America's Best Employers for Women and one of America's Best Employers for New Graduates as well as one of America's Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
Fair Chance Notices

• California
• San Francisco
• Los Angeles
• Philadelphia

USD $65600.00 - $122400.00