Application Support Analyst  

Collaborate with other members of the Asia Pacific Application Support Team (AST) to ensure all AST core disciplines are executed in line within agreed timeframes, and in a timely and professional manner. Have intimate functional knowledge of ‘in scope’ applications allowing high quality service delivery to subscribing operations.

Responsibilities for developing and executing User Acceptance Test scripts using the CHUBB test standards and tools. Under the direction of experienced individuals, complete a Test Case Matrix, and Test Scripts for feature and functionality testing. Execute scripts using and report defects utilizing online Test Tools. The candidate must have the ability to learn and understand financial services, business requirements and functional requirements.

MAJOR DUTIES AND RESPONSIBILITIES

Essential Functions:

• Manages the User Account Provisioning that includes creation, termination and re-enables the account.
• Provides in-depth analysis of application issues, resolutions and root cause analysis when necessary.
• Takes ownership and resolve the incidents otherwise liaise with a third level support team to manage the resolution. Utilize Applications logs, front-end and back-end of the applications when investigating the issues.
• Replicates the incident, perform validations, testing of fixes and enhancement of the applications in UAT and Production environment during and after deployment.
• Uses good judgment in escalating unresolved incidents and communicates status/progress to the Business.
• Utilizes the updated Change Management Process and ensure to be compliant with the AST Incident Management protocol and agreed Service Level Agreement.
• Monitors the AP mailbox queue to ensure work requests and incidents are handled in a timely manner. Provides advanced analysis/investigation and resolution of incidents and resolves complicated issues.
• Creates and maintains AST Application documentation, knowledgebase repository, and training documentation that are clear, concise, complete, correct and easily understood.
• Actively participates in projects as needed and transitions new applications to the team.
• Accepts requests and queries from Business and other support members through various preferred media. Makes follows up to ensure accurate and timely resolutions are provided.
• Continuously monitors AST processes and recommends to AST Manager new and innovative ideas for improvement.
• Assists manager by ensuring that all the AST members are equipped with the knowledge needed to be able to support the incidents regardless of the applications supported. Provides coaching and mentoring.

Business Alignment

• Understand the business, application support protocol, incident life cycle, key people and business objectives.
• Align with the customers and establishes strong clients working relationships. Provide feedback and updates for Client’s issues and set realistic expectations.
• Manage/Resolve/Create Incident tickets using Altiris ticketing tool and ensure to log all the gathered updated information and notify the BUs.
• Provide training, Maintain the Knowledge Base Repository and ensure knowledge transfer to co-workers

• Demonstrate a broad understanding of the insurance industry.
• Possess excellent English communication skill both written and verbal
• Be technology savvy and be of above-average ability in the usage of main streams software applications such as MS Excel and MS Word.
• Previous experience in user acceptance testing execution and be able to demonstrate an understanding of the testing process.
• Previous experience and understanding of Incident, Change & Release Management following ITIL disciplines.
• Have strong interpersonal skills.
• Able to manage intense situations under tight deadlines.
• High level of commitment to the project and CHUBB.
• Willingness to learn and therefore broaden knowledge.
• Ability to undertake international travel as required
• Technically inclined and need to have strong knowledge in EXCEL and SQL.