Sun Life Financial Application Support Analyst in Wellesley Hills, Massachusetts

At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills. Follow a path that lets your talents shine.

Job Description:

Position Summary

This position will be supporting all maintenance and enhancement activities for a suite of applications that support the U.S. Group, Voluntary, Stop Loss, and Dental businesses. This role will primarily support QPS (Quote & Policy System), but may have the opportunity to work on other applications depending on business need. In addition to the core duties, the Application Support Analyst may also manage small project initiatives and coordinate system releases. This role helps to support various types of requests including: QPS Specific Service Desk tickets, system defects, system enhancements, major incidents, release management, and project transitions. The analyst is the liaison between the business community and other IT disciplines, helping to bridge any communication gaps, ensuring a high level of service quality and customer satisfaction. This person will be fully supported by other highly trained staff members and managers.

Position Responsibilities

  • Interface with QPS users in the Prospect Center, Underwriting, Internal Sales, Distribution, Client Implementation, Operations, and other departments to collect information about problems they are encountering in the system.

  • Problem solving end user issues in QPS by utilizing: existing knowledgebase of common errors, troubleshooting, and working with Developers.

  • Identifies, evaluates, validate, and routes issues to appropriate resource, occasionally escalating to management

  • Participates & provides input for problem resolution & root cause analysis review

  • Develops workarounds for the business users to use as temporary solutions to allow them to continue to perform their duties

  • Manages QPS Application Support queue and performs daily system health checks

  • Facilitates coordination of system triage activities such as managing conference calls and conducting virtual meetings

  • Participates in release management activities

  • Manages all tasks associated with project transitions

  • Maintains a high degree of business functional knowledge & current business process

  • Provides Input into maintenance and enhancement budget management and business priorities

  • Provides information to satisfy requests from Audit & Compliance

  • Participates in Disaster Recovery events

  • Looks for ways to improve process efficiencies

  • Works with the business units to ensure that technical solutions comply with regulatory requirements

Skill Requirements

  • Requires BS/BA degree or equivalent experience with 3– 5 years of progressive experience in an analyst role, or 3 – 5 years experience working in a business role using web or client server applications

  • Must have strong communication, customer service, analytical, & problem-solving skills

  • Ability to work with partners in different time zones and locations

  • Feels comfortable working semi-autonomously and can manage and prioritize workload

  • Communicates effectively to both technical & non-technical stakeholders

  • Must be able apply analytical skills to drive issue identification, escalation, resolution & closure

  • Ability to be flexible & participate in an on-call rotation program to support critical applications

  • Previous experience working in a business unit that uses QPS on a regular basis (Prospect Center, Underwriting, and Implementation) is strongly preferred

  • Experience Familiarity with Microsoft SQL or XML code is a plus

Sun Life Financial (U.S.) Services Company, Inc. is a federal contractor subject to Executive Order 11246, Section 4212 of the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, as amended, and Section 503 of the Rehabilitation Act of 1973, as amended. As such the company is committed to taking positive steps to implement the employment-related aspects of the company’s equal employment opportunity policy. It is the company’s policy to take affirmative action to employ, advance in employment, and otherwise treat qualified minorities, females, protected veterans, and individuals with disabilities without regard to their race/ethnicity, sex, veteran status, or disability.

Pursuant to 41 CFR §§ 60-300.44(f)(1)(ii) and 741.44(f)(1)(ii), we hereby notify you of our company policy related to our affirmative action efforts and request appropriate action on your part.

Job Category:

Business Analysis - Systems

Posting End Date: