Application Support Analyst

LGRA Overview

Legal & General is a leader in Pension Risk Transfer with over 30 years of experience globally, servicing over a million annuitants. Building on our global success, we established our Pension Risk Transfer platform in the US in 2015. The business has grown steadily and in 2020 we eclipsed $1.6 billion in premium written.

At Legal & General Retirement America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live. We are passionate about what we do and how we do it. This means working with pace and energy to reach our goals and challenging ourselves to achieve more.

Application Support Analyst Overview

We seek a detail-oriented Application Support Analyst (ASA) to support LGRA's critical applications, respond to incidents, and identify & manage problems. Reporting to the Director of IT Operations, the ASA monitors the health and availability of third-party applications, ensures service requests and incidents are properly escalated and managed, performs root-cause analysis to identify problems, and takes corrective action in compliance with LGRA's IT Service Management processes. They will also act as a resource for IT projects and initiatives, and perform other tasks as assigned.

The ASA will have a strong understanding of ITSM processes, IT systems and infrastructure, be adept at problem-solving, and exhibit excellent collaboration and communication skills. This role works closely with all parties who provide IT services for LGRA, including our managed IT services provider, IT departments of other Legal & General companies, and various SaaS providers.

Roles and Responsibilities

* Monitor LGRA's critical business applications, ensuring availability, optimal performance, and security.

* Monitor the LGRA IT queue in our ticketing system and ensure all technical issues are properly recorded, tracked and escalated to the appropriate party for resolution.

* Maintain support documentation, including escalation procedures and contacts for all systems.

* Liaise with key stakeholders to identify business requirements and collaborate with the appropriate service providers on administration, development and support.

* Participate in the Incident Managment process, tracking Incidents, ensuring appropriate parties have been identified and engaged to restore IT services quickly and minimize downtime.

* Conduct thorough root cause analysis to identify underlying problems.

* Participate in the Problem Managment process, recording problems identified through Root Cause Analysis, clarifying issues and ensuring corrective actions are taken to prevent future incidents and minimize the impact of recurring issues.

* Act as a point of contact for incident and problem management, providing regular updates to stakeholders and ensuring clear communication throughout the resolution process.

* Contribute to the continuous improvement of LGRA's Incident and Problem Management processes, ensuring alignment with service management best practices.

* Generate and distribute reports on application health and performance, identifying trends and recommending improvements.

* Stay up-to-date with critical product updates and collaborate with product owners and key stakeholders on assessing changes and releases.

Qualifications

* 3+ years of experience in a third-party application support or similar role.

* Associates Degree in Information Technology, or a related field preferred

* Experience working within an ITIL framework preferred.

* Experience with Incident Management, Problem Management, and other IT Service Management processes.

* Experience with Service Management and Work Management tools (e.g., ServiceNow, Jira Zendesk, or similar).

* Experience with the Microsoft productivity tools (Office, Teams, Outlook)

* Working knowledge of LAN/WAN, wi-fi, telecom circuits and components

* Strong analytical and problem-solving skills.

* Excellent written and verbal communication and interpersonal skills for engaging with technical and non-technical stakeholders.

* Strong organizational and time management skills with the ability to manage multiple tasks and priorities.

* Ability to work independently and as part of a team.

* Experience with pension administration & payroll systems a plus

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

• 10 - 25 vacation days depending on experience level and years of service
• 4 floating holidays & 2 personal days
• 10 - 15 sick days, depending on years of service
• 2 paid volunteering days
• Health benefits, including medical, dental, and vision coverage
• Supplemental health benefits and life insurance
• 6 weeks of paid parental and maternal leave
• Immediate vesting into a 401k savings plan with up to 6% company match
• 100% employer-contributed Pension Plan - Cash Balance Plan after 1 year of service
• Flexible Workspace and Arrangements
• Tuition and Certification reimbursements
• Infertility and domestic partner benefits

The expected hiring compensation range for this position is $79,700 - $103,600 USD annually. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The current bonus target for the position is 5% of the base salary with a stretch to twice the target, modified for corporate and individual performance.

**This role is to be filled outside of the state of Colorado**

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.