Client Application Specialist

Analyst I – Operations

 

 

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world. 

UST is a mission-driven group of over 39,000+ practical problem solvers and creative thinkers in over 30+ countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

 

You Are:

UST is looking for a Client Application Specialist who will perform analysis, research and find resolution of business problems under guidance.

 

The Opportunity:

·       Provide in depth application support to business partners and team members with a target of 50% first call resolution on all assigned tickets.

·       Participate in client-facing discussions as a subject matter expert on the general functionality of the system and software.

·       Documentation and contribution of 1-2 process improvements per year in the area of Client Application knowledge or Client Support.

·       Provide business application support to business partners and team members in the areas of functionality, system access, content management, and consumer notifications for complex application systems.

·       Professionally manage all consumer discussions post implementation, acting as a consumer advocate and liaison between consumers and the product support offered by Global IT, subject matter experts and application service team members.

·       Apply proper change management protocols for all production moves, including ticket creation, communications, approvals, rollback procedures, test evidence, and support.

·       Continuous learning to better know the customers/consumers, develop and maintain effective business relationships.

·       Continuous learning at a generalist level that evolves with new features/functionalities within the applications.

·       Coordinate efforts associated with third-party evidence provider changes.

·       Ensure customer service excellence by consistent communications, root cause analysis documentation, and process improvements.

·       Provide training and guidance to team members and business partners as required.

·       Comply with standards for all technical and business operations defined.

·       Maintain regular and predictable attendance. 

 

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

 

What you need:

·       3-5 years of client-facing experience in, or related to, application services, an IT Service Management role, or IT Operations support function.

·       Must be available to meet schedules of a global operation by being available for off hour meetings and on call rotation.

·       Ability to understand business functions associated with the consumer experience and relay business priority for requests or issues.

·       Ability to be flexible when needed, take initiative, and demonstrate accountability.

·       Advanced oral and written communication skills demonstrating client-facing ability to share and impart knowledge.

·       Ability to quickly adapt to new methods, work under tight deadlines and stressful conditions.

·       Intermediate investigative, analytical, and problem-solving skills

·       Advanced interpersonal skills

·       Ability to set goals and handle multiple tasks, clients, and projects simultaneously; Ability to appropriately balance priorities, deadlines, and deliverables.

·       Ability to work well within a team environment and participate in department/team projects.

·       Ability to balance detail with departmental goals/objectives.

·       Ability to foster customer service quality.

·       Ability to translate business needs and problems into viable/accepted solutions.

·       Basic negotiating and persuasion skills

·       Ability to develop reports and analysis documents using various tools and techniques.

·       Basic knowledge of ITIL and/or ITSM processes and best practices

·       General business knowledge

·       Preferred:  

·       5+ years of IT Support, Call Center Experience, Process Management Experience

·       Underwriting or Insurance industry knowledge

·       Oral and written multi-lingual skills.

·       Knowledge of risk assessment process and methods

·       Bachelor’s Degree or equivalent experience

 

 

 

What we believe:

We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone to champion diversity and inclusion, and to place people at the center of everything we do. 

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

 

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

 

 

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