Technical Support Analyst

ABOUT US
At HUB International, we are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees resources in both technology and industry expertise, but we still maintain the local flavor of our offices. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is the 5th largest global insurance and employee benefits broker, providing a boundaryless array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. With over 17,000 employees in more than 550 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

Seeking a FinTech role within one of the top five largest insurance brokers?  This pivotal role is at the forefront of transformational initiatives delivering a fresh perspective on insurance.  Join our enthusiastic, entrepreneurial, and collaborative team, relentlessly focused on hitting goals, while delivering creative product offerings and technology solutions to our customers and partners.

Job Overview – Digital Platform Tooling Analyst

The Digital Platform Tooling Analyst will work with our Transactional Lines business through its exciting next phase of growth. This role will involve technical support ownership and strong partnership with Product Owners, Software Developers and Architects, QA, Product Designers, IT, Security and Infrastructure, Call Center operations, internal Business Partner Management, and PMO functions.  

They will bring expertise in being a part of a high-performing technical support team with a track record of success in supporting products that our customers love. This role will be empowered to drive personal and small commercial product growth by supporting a 21st-century digital brokerage application platform with a passionate focus on providing protective solutions for both consumers and small business owners.

This candidate will work with digital systems; designing, developing, and integrating various forms of tooling to assist in automation, orchestration, monitoring, and other Information Technology digital platform engineering tasks. This candidate will also work in customer support; triaging alerts or issues raised by our customers, staff, or monitoring tools, as well as providing support and assistance to those utilizing our suite of tools.

In This Role, You’ll Get To:

• Provide technical support to our customers (mainly through our internal ticketing system)
• Track and document all customer support communication, escalations, and resolutions
• Triage issues, perform and document root cause analysis, and implement possible solutions (either independently or by leveraging cross-functional internal resources)
• Identify and recommend potential technical improvements (e.g. upgrades, designs, changes), and engineer possible solutions
• Develop and maintain technical documentation, requirements, processes, and workplans
• Design, configure, tune, test, and administer our tooling platforms, including monitoring and alerting, as well as other cloud-based support tools
• Engage with our product management team and software engineers about issues with our Transactional Lines application platform
• Engage with management regularly with reports on project status, activities, and achievements
• Utilize your strong analytical and problem-solving skills

We want someone who has:

• Minimum 5 years of experience in a technical support role within a software development organization
• Knowledge of Azure and AWS cloud infrastructure
• Knowledge of APIs and API calls
• Knowledge of SQL querying
• Ability to define goals and work independently towards them, as well as helping to define the goals for your team members
• Strong analytical and problem-solving skills
• Ability to read and understand code
• Experience with Microsoft Office tools and SharePoint
• Experience working with Python and Django is a plus
• Experience with Dynatrace, Atlassian tools (Jira, Confluence, etc.), and Okta a plus
• Experience with container technologies (e.g. Docker) is a plus
• Experience with PowerBI and developing PowerBI reports is a plus
• Knowledge of Google Cloud platforms is a plus
• Insurance background is a plus
• Demonstrated ability to collaborate and communicate proficiently (both verbally and in writing) with internal and external teams, across all layers of the organization, including virtual team members across multiple time zones
• Desire to learn

Education and Qualifications:

• Required Experience: 5-7 years of relevant experience
• Required Education: Bachelor’s Degree (4-year degree) in technology or equivalent work experience
• Required Travel: Up to 10%
• Full-Time

• Exempt

Although this position reports into Chicago on a preferred hybrid schedule, candidates based anywhere in the U.S. or Canada will be considered.

JOIN OUR TEAM
Do you believe in the power of innovation, collaboration, and transformation?  Do you thrive in a supportive and client focused work environment?  Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization?  When you join HUB, you will be part of a community of learners and doers focused on helping our leaders maximize the potential of their employees.

 

Department Information TechnologyRequired Experience: 5-7 years of relevant experienceRequired Travel: NegligibleRequired Education: Bachelor’s degree (4-year degree)

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran’s status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here athttp://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.

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