Application Support Analyst

5 months ago

Brisbane, Australia Gallagher Full time

About Us:
Discover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock potential, and create a legacy of remarkable transformation.

Overview:
Gallagher Bassett is Australia's largest Third Party Administrator (TPA). Our focus is refreshingly simple: we manage insurance claims on behalf of insurers, brokers, government bodies and self-insured corporations.

Drawing on our global network and extensive local resources, Gallagher Bassett provides customised claim and risk mitigation solutions that improve our clients’ outcomes. As pioneers in this fast growing sector, we continue to set the benchmark for quality, customer service and TPA systems across all insurance sectors.

Gallagher Bassett (GB) has six offices in Australia located in Northern Territory, Adelaide, Perth, Brisbane, Melbourne and Sydney, and employing over 1,600 staff.

**Responsibilities**:
The Application Support Analyst will provide product support for technical and non-technical issues. You will triage tickets raised by Users and drive resolution of issues so Consultants can effectively manage Claims. This position plays a vital role and acts as a liaison between the Delivery team and the end users.

**On a day to day basis you will**:

- Provide Quality Customer Service to all Luminos Claims Users
- Liaise with the delivery team and end users to ensure that the platform conforms to the needs of the business while adhering to the principles laid out by the Product Owner
- Perform hands-on investigation of issues, coordinate/participate in User Acceptance Testing and deployment of enhancements and bug fixes to the Production environment
- Execute BAU activities for the maintenance of the various components of the Claims Management platform
- Perform Level 2 analysis, investigation and resolution of system and user issues
- Work closely with the core project team to understand and help roll out new functionalities
- Triaging of tickets raised by end Users
- Analysis of issues to identify operational gaps before escalating to technical personnel
- Daily system health checks
- Management of the Application Support Inbox
- Respond to any system alerts and take appropriate actions including escalation
- Onbaording and offboarding of Luminos Calims and Dynamics user
- Luminos Claims Application Support

Qualifications:
**We’re looking for**:

- A tertiary qualification and/ or relevant experience in a similar role is highly desirable
- Experience with or willingness to learn basic technical skills (Ex: SQL, reading Java logs) to investigate complex queries
- Awareness of information security
- A sound understanding of customer service delivery in an IT environment and service management methodologies (such as ITIL)
- Experience with desktop hardware and software, operating systems (Windows and Linux) and MS products.
- Ability to collaborate across multiple teams and locations, both locally and internationally
- Experience in customer service delivery & diagnosing and remediating issues and User queries

**Working with us**:
GB values its employees and offers a friendly, comfortable working environment that facilitates a Work and Life Balance GB recognises that our benefits program holds a different value or meaning to each employee. At GB, there are a number of benefits available to our team to ensure we capture a wide range of products and services that we believe will positively impact our diverse workforce.

**Just a few of our benefits include**:

- Discounted Insurance
- Dress for your day
- Novated Leasing
- Flexible & hybrid working

**To apply**:
If this role sounds like your new career

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