Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive. 

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.

Great Place to Work®
Most Loved Workplace® 
Forbes Best-in-State Employer

PRIMARY PURPOSE: To develop rapport and maintain strong working relationships with clients; to be the primary resource for technical support, inquires and issue resolution for clients; to assist with review, analysis and documentation and testing of new enhancement requests from clients; to verify configuration of the software to meet defined requirements for clients; to be able to explain system functionality to clients.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Verifies appropriate changes were made to resolve clients’ problems or to enhance the software functionality and provides feedback to the department.
• Develops and provides training to clients as needed.
• Writes technical communications and documentation involving discussions on subject matter with programmers and other experts.
• Informs clients of estimated delivery schedules, service contracts, or other information pertaining to purchased products and/or services.
• Documents clients’ reported problems with utilization of the software and enters scenarios and observes system functioning to verify correct operations and detect errors.
• Meets with clients to determine requirements for change requests to software functionality and provides detailed requirements to obtain an estimated level of effort and timeframe for completion; communicates the level of effort and timeframe to clients for approval.
• Provides business/systems-related IT knowledge to clients.
• Becomes familiar with aspects of the applications and how they are configured for each client, including becoming familiar with report modules, parameters, user screens, the user experience and how the application is used by the clients and interfaces in and out of the application.
• Develops, prepares and manages project plans through completion, as needed.
• Resolves issues that arise involving client, when appropriate.
• Conducts quarterly calls with clients to determine satisfaction, potential enhancement, and system/process constraints.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization’s quality program(s).
• Travels as required.

QUALIFICATIONS

Education & Licensing
Bachelor’s degree from an accredited college or university required.

Experience
Eight (8) years of related experience or equivalent combination of experience and education required. Experience with account management, FMLA and ADA administration and system requirements preferred. Background in using information systems, technology/computer science experience preferred.

Skills & Knowledge

• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Analytical and interpretive skills
• Strong organizational skills
• Excellent interpersonal skills
• Strong customer service skills
• Good negotiation skills
• Ability and willingness to take initiative
• Ability to work in a team environment
• Ability to handle conflict and confront challenging issues in a fast work environment

Ability to meet or exceed Performance Competencies

Taking Care of You

• Career development and promotional growth opportunities
• A diverse and comprehensive benefits offering including medical, dental vision, 401k, PTO and more

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is (68,043.00 - 95,260.00 - 122,477.00 USD Annual). A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.

Work environment requirements for entry-level opportunities include –
Physical: Computer keyboarding
Auditory/visual: Hearing, vision and talking
Mental: Clear and conceptual thinking ability; excellent judgement and discretion; ability to meet deadlines.

NEXT STEPS

If your application is selected to advance to the next round, you will receive an e-mail notification and a recruiter will be in touch.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.