Offer summary

Qualifications:

Minimum 4-6 years of work experience, preferably 7-9 years., High school diploma or equivalent required; education in IT or insurance is beneficial., Advanced skills in time management, work prioritization, communication, critical thinking, and problem solving., Intermediate proficiency in Excel and other Microsoft programs, with experience in Mainframe and entry-level knowledge of Rally and Salesforce..

Key responsabilities:

Handle inbound tickets from the call center to assess system issues and determine their nature.

Communicate with the call center and occasionally with agents for additional information.

Prioritize defects and collaborate with IT teams to resolve common issues.

Engage in user acceptance testing and validate new enhancements before production.

Job description

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.

Requirements

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)

Benefits

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.

https://www.capgemini.com/us-en/about-us/who-we-are/

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