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Client Application Specialist

Weldon Springs, MO 63304 | Fully Remote

Posted: 05/23/2024 Employment Type: Contract to Hire Job Category: Infrastructure Technologies Job Number: 16579

Job Description

Adaptive Solutions Group is a premier provider of information technology personnel. We provide a variety of technical professionals available for contract, contract to hire, or direct placement positions to companies in and around the Kansas City and St. Louis areas.

We are currently looking for an Client Application Specialist to join our team.

  • Provide in depth application support to business partners and team members with a target of 50% first call resolution on all assigned tickets.
  • Participate in client-facing discussions as a subject matter expert on the general functionality of the system and software.
  • Train CAS1 staff members and serve as a mentor/support for growth of the team members with less experience.
  • Documentation and contribution of 1-2 process improvements per year in the area of Client Application knowledge or Client Support.
  • Provide business application support to business partners and team members in the areas of functionality, system access, content management, and consumer notifications for complex application systems.
  • Professionally manage all consumer discussions post implementation, acting as a consumer advocate and liaison between consumers and the product support offered by Global IT, subject matter experts and application service team members.
  • Apply proper change management protocols for all production moves, including ticket creation, communications, approvals, rollback procedures, test evidence, and support.
  • Continuous learning to better know the customers/consumers, develop and maintain effective business relationships.
  • Continuous learning at a generalist level that evolves with new features/functionalities within the applications.
  • Coordinate efforts associated with third-party evidence provider changes.
  • Ensure customer service excellence by consistent communications, root cause analysis documentation, and process improvements.
  • Provide training and guidance to team members and business partners as required.
  • Comply with standards for all technical and business operations defined.
  • Maintain regular and predictable attendance.

Required Qualifications
  • 3-5 years of client-facing experience in, or related to, application services, an IT Service Management role, or IT Operations support function
  • Must be available to meet schedules of a global operation by being available for off hour meetings and on call rotation.
  • Ability to understand business functions associated with the consumer experience and relay business priority for requests or issues.
  • Ability to be flexible when needed, take initiative, and demonstrate accountability
  • Advanced oral and written communication skills demonstrating client-facing ability to share and impart knowledge
  • Ability to quickly adapt to new methods, work under tight deadlines and stressful conditions
  • Intermediate investigative, analytical, and problem-solving skills
  • Advanced interpersonal skills
  • Ability to set goals and handle multiple tasks, clients, and projects simultaneously; Ability to appropriately balance priorities, deadlines, and deliverables
  • Ability to work well within a team environment and participate in department/team projects
  • Ability to balance detail with departmental goals/objectives
  • Ability to foster customer service quality
  • Ability to translate business needs and problems into viable/accepted solutions
  • Basic negotiating and persuasion skills
  • Ability to develop reports and analysis documents using various tools and techniques
  • Basic knowledge of ITIL and/or ITSM processes and best practices
  • General business knowledge
  • Microsoft Windows Operating Systems (Server & PC)
  • Microsoft Productivity Suite

Preferred Qualifications
  • 5+ years of IT Support, Call Center Experience, Process Management Experience
  • Underwriting or Insurance industry knowledge
  • Oral and Written multi-lingual skills
  • Knowledge of risk assessment process and methods
  • XML experience
  • SQL & PL SQL
  • ServiceNow

Adaptive Solutions Group offers a competitive compensation and benefits package that includes medical, dental, STD/LTD, life insurance coverage, 401k, paid vacation and holidays.

Adaptive Solutions Group is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

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