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Systems Administrator

Job ID: 1007781
Date Posted: Jul 19, 2022
Department ID: TS0823 IT - Enterprise Application Su
Company: TMNA Services LLC

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Job Description

Marketing Statement

Tokio Marine North America Services (TMNAS) provides professional support services to Tokio Marine Group companies in the United States, including Tokio Marine America, First Insurance Company of Hawaii, and Philadelphia Insurance Companies. Customer service is our focus and our passion! TMNAS adds value in all that we do, providing the best professional service to our business partners, allowing them to achieve their goals. Our talented team delivers actuarial, audit, corporate communications, financial and investment, human capital services, information technology, legal, and payroll expertise to our customers.

Duties

Job Summary

We are looking for a qualified Systems Administrator to join our high performing team that delivers and supports core application services across the U.S to various sister companies of Tokio Marine North America (TMNA). This role will be a member of our L2 Application Support Team and will be responsible for providing business application support with a primary focus on Philadelphia Insurance Companies. This role involves managing and administering ServiceNow tickets for incidents, problems, user queries and business requests to support their processes and applications.

Job Responsibilities

  • Deliver consistent and outstanding service experience to all group company customers via (phone, email and ServiceNow tickets)
  • Resolve issues on first contact whenever possible
  • Assume ownership of issues as needed to guide/ensure prompt resolution for business users
  • Identify, recommend, and implement approved process improvements
  • Create or modify processes and procedures to solve repeatable problems via ServiceNow Knowledge Management
  • Establish and build strong working relations and partnerships with group company business units and internal IT teams
  • Facilitate communications between IT teams, group company customers and vendors
  • Work with technical leads and subject matter experts when troubleshooting reported issues
  • Understand business area process or system impacts to all related business or systems areas when troubleshooting reported issues
  • Comply with proper internal controls as necessary to conduct job functions and/or carry out responsibilities and/or administrative activities at the company

Qualifications

  • 1 to 3 years general IT experience or related customer service experience
  • Bachelor’s degree or comparable experience preferred
  • ITIL Foundations certification or strong understanding of ITIL Framework preferred
  • Familiarity with ITSM platforms such as ServiceNow
  • Insurance Knowledge preferred
  • Strong writing and communication skills
  • Knowledge, insight and understanding of business concepts and processes that are needed for making sound decisions
  • Strong customer service toward group company business users when troubleshooting reported issues
  • Strong organization skills to monitor, track, and resolve issues in order to meet department SLA’s
  • Strong interpersonal relationship building skills, able to work with a variety of people and groups in a constructive and collaborative manner
  • Strong analytical ability to determine root cause of problems and issues and provide resolutions
  • Ability to juggle multiple problems and issues, frequently changing time sensitive deadlines and priorities
  • Ability to work effectively as part of a team
  • Experience supporting insurance policy business applications
  • Experience writing knowledge articles to assist with resolving reported issues/problems
  • Experience working in insurance industry P&C sector is a plus

EEO Statement

Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine America, Inc., TMNA Services, LLC, TM Claims Service, Inc. and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer.  In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status,  sexual orientation and/or any other status protected by law. 

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