Provide customer service and support via phone, instant message, and email for the Applied Epic agency management system, resolving issues in a professional and courteous manner.
Deliver escalated (Tier 2/3) operational support, ensuring timely resolution of incidents, problems, and service requests.
Triage and manage tickets through the ServiceNow ticket management system.
Support multiple Applied Epic environments and databases, remaining current on platform updates, releases, and best practices.
Monitor application health, performance, and integrations, proactively identifying trends, risks, and opportunities for improvement.
Partner with internal technology teams, vendors, and business stakeholders to troubleshoot complex issues, coordinate fixes, and support system changes, upgrades, and releases.
Support application lifecycle management activities including configuration changes, testing, documentation, and pre/post conversion deployments.
Assist with the development of training materials and Help Desk support documentation.
Participate in incident, problem, and change management processes, including root cause analysis and post-incident reviews.
Maintain accurate application documentation, runbooks, and support procedures to ensure operational continuity.
Act as a trusted technology partner to internal teams by translating technical concepts into clear, actionable guidance.
Applied Epic Accounting Support (Backup)
Serve as a backup resource for Applied Epic Accounting module support, assisting the primary accounting support analyst during periods of high volume, absence, or escalation.
Develop and maintain working knowledge of Applied Epic Accounting workflows, configurations, and common support scenarios.
Triage and respond to basic Applied Epic Accounting inquiries and issues as needed, escalating appropriately.
Support documentation efforts related to Applied Epic Accounting processes to ensure continuity of service.
This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.
Requirements
Required Qualifications
Experience providing application or systems support within an enterprise technology environment.
Working knowledge of incident, problem, and change management processes (e.g., ITIL-aligned practices).
Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex application issues.
Effective communication skills with the ability to collaborate across technical and non-technical teams.
Experience supporting SaaS, cloud-based, or enterprise business applications.
Familiarity with monitoring tools, ticketing systems, and service management platforms.
Experience working in a fast-paced, high-growth organization with evolving systems and processes.
Exposure to insurance, financial services, or regulated industries.
Education and Experience:
Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field, or equivalent practical experience.
Experience supporting applications or systems in a production environment.
Demonstrated ability to manage multiple priorities while maintaining attention to detail and service quality.
Experience supporting enterprise platforms used across multiple business functions.
Relevant certifications (e.g., ITIL, application-specific, or cloud certifications).
Familiarity with Acrisure's technology landscape, operating model, or insurance brokerage environment.
Pay Details:
The base compensation range for this position is $65,000 - $95,000.
Benefits
Health insurance
Additional Information
Job Description
About Acrisure
A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services - and more.
In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible.
Job Summary:
Acrisure is seeking an Analyst - Applied Epic Application Management to join the Systems Operations team within the Enterprise Technology Group. This role provides escalated application support and operational oversight for enterprise platforms used across Acrisure's internal teams. The Application Management Analyst partners closely with business stakeholders, product teams, vendors, and technology peers to ensure the stability, availability, and continuous improvement of applications as the organization continues to grow and evolve.
Acrisure · 55 Shuman Blvd Suite 900 - Naperville, IL