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Digital Application Support Specialist

This job posting is no longer active.

Location: Lincoln, RI, United States
Date Posted: Jan 14, 2025

Description

Digital Application Support Specialist - Hybrid (Enterprise Solutions - Data-Digital-Inno)
50 Amica Way, Lincoln, RI 02865

Thank you for considering Amica as part of your career journey, where your future is our business.

At Amica, we pride ourselves on being an inclusive and supportive environment. We all work together to accomplish the common goal of providing the best experience for our customers. We believe in trust and fostering lasting relationships for our customers and employees! We’re focused on creating a workplace that works for all. We’ll continue to provide training, guidance, and resources to make Amica a true place of belonging for all employees. Want to learn more about our commitment to diversity, equity, and inclusion? Visit our DEI page to read about it!”

As a mutual company, our people are our priority. We seek differences of opinion, life experience and perspective to represent the diversity of our policyholders and achieve the best possible outcomes. Our office located in Lincoln, RI is seeking a Digital Application Support Specialist for our Enterprise Solutions - Data-Digital-Inno team.

This job is hybrid requiring 3 days a week onsite on our Lincoln, RI campus.

This role does not currently offer employment visa sponsorship.

Position Summary:

As a Digital Application Support Specialist, you are responsible for technical support and troubleshooting assistance of Amica.com and Amica’s Mobile Application with a focus on performance, security, and customer experience. This position will work collaboratively across the organization, leveraging critical thinking and problem-solving skills that require a combination of technical knowledge, communication skills, and a customer-oriented approach.

Responsibilities:

Effectively collaborate with internal and external partners, as well as work independently to support Amica.com and Amica's Mobile Application. This will include:
- Responding to and resolving more complex technical issues that users encounter
- Monitoring application performance, experiences, and health using appropriate observability, Application Performance Monitoring (APM), and Real User Monitoring (RUM) tools.
- Reviewing digital survey results to investigate the cause of singular or trending issues.

Acts as an advocate for customers and visitors to our digital platforms, researching problems, gaps, and issues that a user may experience or has experienced.
Providing effective, proactive, and professional communication to a variety of technical and non-technical stakeholders, escalating issues appropriately.
Facilitating and summarizing technical analysis across business units to help clarify complex problems or incidents.
Being comfortable with independent learning, analysis, and discovery, including understanding digital user behavior, patterns, trends and anomalies.
Providing after-hours support as required.
Performing digital investigations while utilizing tools such as:
- Splunk or equivalent logging tools.
- Dynatrace or equivalent Real User Monitoring, Application Performance Monitoring, and Observability tools.
- Glassbox or equivalent session replay tools.
- F5 XC or equivalent in a suite of Web Application Firewall (WAF) security tools.

Requirements:

This job requires a hybrid work schedule of 3 days per week at our office in Lincoln, RI and 2 days working remotely.
Strong digital investigation, critical thinking and problem-solving skills.
Ability to communicate up, down and across the organization, including demonstrating professional courage by addressing challenging topics.
Ability to learn quickly and absorb new information in a complex technical environment, approaching new topics with curiosity, perseverance and attentiveness. Can comprehend intricate details and adapt to the changing technologies and leveraging these skills to contribute to the problem-solving process.
Familiarity with a variety of different Digital systems and tools such as Dynatrace, Glassbox, F5 XC, Splunk or equivalents; as well as familiarity with Jira or equivalent issue tracking software.
Familiarity with ServiceNow or equivalent incident and problem management software.
Bachelor's degree and 3+ years’ experience, or an equivalent combination of education and experience sufficient to successfully perform the essential functionals of the job.

Total Rewards:

Medical, dental, vision coverage, short- and long-term disability, and life insurance
Paid Vacation – you will receive at least 13 vacation days in the first 12 months, amounts could be greater depending on the role. While able to use prior to accrual, vacation time will accrue monthly.
Holidays - 14 paid holidays observed
Sick time - 6 days sick time at hire, 6 additional days sick time at 90 days of employment
Generous 401k with company match and immediate vesting. Additionally, annual 3% non-elective employer contribution
Annual Success Sharing Plan - Paid to eligible employees if company meets or exceeds combined ratio, growth and/or service goals
Generous leave programs, including paid parental bonding leave
Student Loan Repayment and Tuition Reimbursement programs
Generous fitness and wellness reimbursement
Employee community involvement
Strong relationships, lifelong friendships
Opportunities for advancement in a successful and growing company

Amica conducts background checks which includes a review of criminal, educational, employment and social media histories, and if the role involves use of a company vehicle, a motor vehicle or driving history report. The background check will not be initiated until after a conditional offer of employment is made and the candidate accepts the offer. Qualified applicants with arrest or conviction records will be considered for employment.

The safety and security of our employees and our customers is a top priority. Employees may have access to employees’ and customers’ personal and financial information in order to perform their job duties. Candidates with a criminal history that imposes a direct or indirect threat to our employees’ or customers’ physical, mental or financial well-being may result in the withdrawal of the conditional offer of employment.

About Amica

Amica Mutual Insurance Company is America’s oldest mutual insurer of automobiles. A direct national writer, Amica also offers home, marine and umbrella insurance. Amica Life Insurance Company, a wholly owned subsidiary, provides life insurance and retirement solutions. Amica was founded on the principles of creating peace of mind and building enduring relationships for and with our exceptionally loyal policyholders, a mission that thousands of employees in offices nationwide share and support.

Equal Opportunity Policy: All qualified applicants who are authorized to work in the United States will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, family status, ethnicity, age, national origin, ancestry, physical and/or mental disability, mental condition, military status, genetic information or any other class protected by law. The Age Discrimination in Employment Act prohibits discrimination on the basis of age with respect to individuals who are 40 years of age or older. Employees are subject to the provisions of the Workers' Compensation Act.