Capgemini is seeking a highly motivated and detail-oriented Operational Support Analyst II for a top 10 US Insurance Carrier.
You will handle inbound tickets from the call center to review system issues and determines if it is a user error, a defect, or something they can fix. You are responsible for communicating with the call center about the ticket they filed and on a rare occasion, you may communicate with an agent if they need more information than the customer service advocate can provide. You will handle defect prioritization and partner with our IT teams to find solutions to common pain points. You will actively engage in user acceptance testing on most new enhancements that impact our business. You will be responsible for doing validation on new enhancements that move to production so we can ensure they are working properly. You may be required to assist with clean-ups where a defect has been resolved, but now we need to correct the policies or billing accounts that were impacted (ex: processing endorsements to change coverage). As a result, this new team member will need to be taught how to make policy and billing changes.
Total Work Experience: minimum 4-6 Years - Preferred: 7-9
Work Experience in This Field: minimum 6 Years - Preferred: 7-9
English Proficiency: Fluent
Required Education: Should have a high school diploma or equivalent at least
Additional Preferred Branch(es) of Study: Experience with insurance (especially Business Insurance) is preferred. An education in IT or insurance could be beneficial in this role.
Other Critical Skills
Time management - Advanced
Work prioritization - Advanced
Communication skills (verbal and written) - Advanced
Critical thinking - Advanced
Problem solving - Advanced
Software / Tool Skills
Excel and other Microsoft programs - Intermediate (+2 Years)
Rally - Entry Level (1-3 Years)
Mainframe - Intermediate (4-6 Years)
SRM (Salesforce) - Entry Level (1-3 Years)
Competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
- Performance Bonus
Note: Benefits differ based on employee level.
About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.
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What We Do
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.
