System Administrator II- Bala Cynwyd, PA

Marketing Statement:

Tokio Marine North America Services (TMNAS) provides professional support services to Tokio Marine Group companies in the United States, including Tokio Marine America, First Insurance Company of Hawaii, and Philadelphia Insurance Companies. Customer service is our focus and our passion! Tokio Marine North America Services adds value in all that we do, providing the best professional service to our business partners, allowing them to achieve their goals. Our talented team delivers actuarial, audit, corporate communications, financial and investment, human capital services, information technology, legal, and payroll expertise to our customers.

Job Summary:
Responsible for providing business applications support to the Insurance Carrier companies supported by Tokio Marine North America with a primary focus on Policy, Claim, and Billing systems. This role involves managing and administering ITSM tickets for incidents, problems, user queries and business requests to support their processes and applications.

Essential Job Functions:

• Delivers consistent and outstanding service experience to all group company customers via (phone, email and ITSM tickets)
• Resolves issues on first contact whenever possible
• Assumes ownership of issues as needed to guide/ensure prompt resolution for business users
• Identifies, recommends, and implements approved process improvements
• Creates / Modifies processes and procedures to document resolution of repeatable problems via ITSM knowledge management module
• Supports multi-tier application deployments by reviewing release notes prior to production deployment weekends following SDLC and Change Management best practices
• Monitors ITSM tool ticket queue to ensure SLA adherence
• Provides technical support when requested
• Escalates incidents to development and support teams as needed
• Participates in queue manager rotation assigning tickets to team members via defined process
• Performs special projects outside of operational daily duties to instantiate process improvements

Qualifications:

• Bachelor’s Degree preferred (preferably in MIS, IT, or Business) or comparable experience
• 2-5 years’ experience preferred
• Excellent problem solving and analytical skills
• Knowledge of ITIL practices preferred
• Knowledge of SDLC preferred
• Insurance knowledge preferred
• Strong writing and communication skills
• Familiarity with ITSM platforms such as ServiceNow
• Strong customer service orientation (responsive, consultative, collaborative, and accurate)
• Strong interpersonal relationship building skills: able to work with a variety of people and groups in a constructive and collaborative manner
• Strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions
• Superior attention to detail
• Ability to work effectively as part of a team

Salary range $75,000 to $90,000. Ultimate salary offered will be based on factors such as applicant experience and geographic location. Our company offers a competitive benefits package and bonus eligibility on top of base.

EEO Statement:

Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine America, Inc., TMNA Services, LLC, TM Claims Service, Inc. and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer. In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status,  sexual orientation and/or any other status protected by law.