The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
Protective Life is a values-driven company, and we strive to hire individuals to join our community that will reflect the company’s legacy of doing the right thing, serving people, building trust, and simplifying everything. In addition to the duties of this job, we seek strong communication, organization, leadership, and multi-tasking skills. The ability to contribute in a team environment and employ a customer focused approach to the job are vital to all areas of Protective Life.
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As an Application Support Analyst, you will play a crucial role in ensuring the smooth operation and continuous improvement of both third party and in house developed applications within Protective’s environment. Your expertise will be essential in monitoring, troubleshooting, and supporting multiple business critical applications. This role serves as an escalation point for level one monitoring teams (NOC) for incident resolution, and will also work closely with development teams to identify and drive improvements within the applications.
Principal Duties & Responsibilities
- Assess production support and data issues encountered by internal end users and assist in problem prioritization and resolution.
- Assist application development teams in establishing monitoring for critical systems.
- Create troubleshooting guides and document escalation plans for critical systems to be provided to level 1 teams.
- Communicate the status of operations to allow for immediate response to service disruptions.
- Monitor operating environment for performance, capacity, and system availability.
- Provide technical support by troubleshooting and resolving issues related to application setup, configuration, or usage.
- Provide value by evaluating, implementing, and supporting applications and systems that improve the working experience for Protective’s internal teams.
- Represent operational concerns within project teams including the ability to review and accept project releases into production on behalf of the team
Education & Experience:
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
- 2-5 years of experience as a Technical Support Engineer or Application Support Specialist.
- Strong problem-solving skills with the ability to diagnose and resolve technical issues effectively.
- Excellent communication and interpersonal skills to collaborate with cross-functional teams and provide client support.
- Familiarity with SQL and relational databases preferred.
- Willingness and ability to investigate application and server level logs to determine root cause.
- Familiarity with ITSM & ITIL Methodology
- Knowledge of ServiceNow a plus.
Work Environment:
- Internal Office Preferred (Hybrid Schedule 3 Days a week in office) or Remote work location acceptable for some out of state candidates. Employee will interact with Operations team members, IT business partners, and Application Development teams. Strong interpersonal skills are critical in this role.
Employee Benefits:
We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Diversity and Inclusion:
At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.
We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace all skills and abilities. Our aim is to create an equitable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.
Accommodations for Applicants with a Disability:
If you require an accommodation to complete the application and recruitment process due to a disability, please email martina.winston@protective.com.This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.
Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.