EUS Claim Support Analyst
Whitehouse Station, NJ

Job Description

Chubb is the world's largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

POSITION SUMMARY

* Coordination of timely resolutions and communications regarding technology issues impacting Chubb Claims business teams, particularly in the three major claim service centers: 1) Phoenix AZ; 2) O'Fallon, MO and 3) Chesapeake VA.
* Provides IT/EUS support for technology solutions, and continuously explores the support of business productivity and efficiency using technology.
* Focuses on providing IT service excellence to the business, using consistent processes and best practices along with the pursuit of continual service improvement consistent with the ITIL process model.
* Supports Claims Service Centers specifically, but also the broader Claims business organization, in partnership with the EUS Claims Team for production processes and quality metrics for new and existing claims for specific Chubb claim business applications and/or platforms.
* Manages the post-deployment application testing and support functions and maintains service level agreements at an application and platform level.
* Responsible for sustaining the business, contingency and audit activities for various Infrastructure and Claim IT applications and platforms.
* Utilizes Service Now, Service Manager and JAZZ ticketing systems to coordinate resolutions of reported issues and partners with vendors and other IT teams on escalations where applicable.
* Facilitates production testing validation, user acceptance testing and training development for various applications and platforms.
* Provides support to newly deployed and enhanced claim applications.
* Analyzes, documents and properly escalates system issues and concerns.

PRIMARY JOB RESPONSIBILITIES

* Reports to Claim Business Support Services Manager.
* Adheres to established objectives and goals to meet deliverables and ensure successful and timely results.
* Function as the primary IT EUS Claims Field Support Resource for the Claims Service Centers and Claims business with focus on Claims 1.5 Level Support activities (e.g., AdHoc Reporting process, Async Resets, Print All, Forms and Correspondence, Document Management, CAT support, Property OSA & Claim VIP Support).
* Further acts as intermediary between Business, Claims Level 1 (Help Desk) and Level 2 (Development Services or Infrastructure) support organizations.
* Includes combination of peer rotational schedule for production issues and support as related to Claims Service Centers in alignment with regional time zones.
* Serves as a liaison between Corporate IT Help Desk Level 1 and Claims/Infrastructure IT with End User Services (EUS) to ensure reported issues are coordinated and managed effectively to closure. •
* Actively provides a high level of problem solving capability, knowledge of Claims systems as well as proactivity across all dimensions of responsibility.
* Maintains strong partnerships across the EUS sub-teams, IT disciplines and the Claims business area is required to effectively fulfill these responsibilities.
* Adheres to best practice support frameworks for issue resolution in accordance with the IT Infrastructure Library (ITIL) framework.
* Partners with technical and Claims business organizations to support the effective delivery of Claims technology. •
* Actively identifies and resolves issues and determines workarounds in Claims Service Centers to ensure efficiency in Claims processing.
* Promotes a service-focused collaborative support culture and ensures accountability for delivering superior IT support services.
* Performs incident management functions to recover business and IT operations.
* Creates, documents and closes work orders through Service Now.
* Maintains oversight and direction on issue, incident, problem and IT request management related to Claims support activities as well as the development of process and procedures to ensure effective support coordination and tracking.
* Coordinates and assists with troubleshooting of post-production application code defects, data errors and configuration problems to determine the origin of application errors.
* Creates training material, job aids and other creative means of deploying technology enhancements to service center staff by partnering with business SME and EUS teams.
* Develops expertise in all claim systems with the ability to address production support issues across multiple applications. Becomes widely recognized as the subject matter expert (SME).
* Must be responsive to internal and external customers with the ability to multi-task.
* Must manage projects and tasks related to support solutions and working independently towards project completion with active communications and updates to manager.
* Applies analytical skills to proactively minimize or prevent system issues.
* Acts as a claim service center "problem coordinator" for customer, system and IT support teams.
* Responsible for facilitation and documentation of post implementation reviews.
* Documents and shares best practices.
* Assists with application testing for code release signoff.

COMMUNICATION

* Development, deployment and support of the EUS Claims Field Team communications. This includes the development of outage, upgrade and deployment communications to the users of the Claims applications.
* Gains a clear understanding of upcoming Claims deliveries, IT/Infrastructure projects and activities to assist in educating the team and ultimately, the respective business areas.
* Communicates effectively with IT disciplines and claim business partners to assess support needs.
* Assists in the identification of technology needs and responds to service concerns.

BUSINESS PARTNERSHIP

* Establishes strong working relationships with the Claims Service Centers to ensure an understanding of Claims Technology needs.
* Creates and maintains strong lines of communication approaching issues with an ability to quickly assess, facilitates resolution with the appropriate parties and responds with a sense of urgency.
* Uses active listening to understand business needs, and recommends the appropriate solutions.
* Acts as Claims Systems and Technology Subject Matter Expert for respective location.
* Implements a culture where information is shared and consistent processes are used.
* Ensures documentation is captured appropriately and is easily accessible to the team members.

ADDITIONAL RECOMMENDED RESPONSIBILITIES

IT Industry Knowledge

* Builds and maintains a solid understanding of the major IT trends impacting the business
* Maintains a broad business and IT product knowledge, including the impact of industry trends, regulatory environment, and relevant best practices on the Claims IT business and operations
* Builds and maintains an in-depth understanding of business processes and products across Claims and Infrastructure and Claims IT, and establishes strong working relationships with functional counterparts and vendors
* Uses active listening to define business needs, and recommends the appropriate solutions based on a strong understanding of the business needs.
* Ability to anticipate end user change management needs to ensure appropriate deployment of solutions.

Teamwork

* Manages individual workload and delivers timely based on established milestones.
* Demonstrates strong ability to work in a team environment and foster cross-team collaboration.
* Promotes the use of knowledge management and knowledge sharing processes and tools.
* Shares/leverages successful products, processes and practices across Claims IT.
* Assists in evaluating knowledge sharing tools and making recommendations for knowledge management improvements.

RECOMMENDED QUALIFICATIONS

* College degree, specialized training or equivalent work experience.
* 3-5 years of relevant experience in systems and applications support.
* Experience implementing quality guidelines, standards and procedures.
* Knowledge system functionality.
* Demonstrated experience in project and change management.
* Knowledge of application control techniques.

Note: Some travel required.