IT Application Support and Service Desk

* Role Purpose:
The primary objective of this role is to develop an in-depth understanding of Chubb's systems and applications in order to provide comprehensive support to business users as an application expert. This includes, but is not limited to, creating user guides, conducting training sessions, and resolving issues effectively.
The role involves gathering and analyzing current operational processes to identify pain points from a business perspective. Based on this analysis, the implementation of MS Macro VBA or Python scripting tools will be utilized to minimize human error and enhance overall business efficiency.
Candidates for the IT Application Support and Service Desk position should possess a strong knowledge of IT systems, application security skills, and scripting implementation capabilities. Additionally, the ability to manage multiple high-priority tasks under pressure is essential.
Furthermore, the role requires monitoring and managing insurance systems and applications to ensure stable operations that support business continuity. Providing exceptional IT support services to business users is crucial for maintaining optimal work performance and enhancing user experience.
Key Responsibilities:
Functional (job responsibilities)
1. Service Desk (10%)
• Diagnose and resolve issues, implementing effective solutions.
• Utilize tools (e.g., Puppet, Ansible, Terraform) to automate tasks.
2. Data/Database and Systems Management (10%)
• Develop and maintain databases across various platforms.
• Set quantifiable performance targets for services and systems.
• Address system disruptions, coordinating responses and communicating with stakeholders.
• Monitor system performance using alerting tools.
• Integrate applications and databases for comprehensive solutions.
• Install, configure, and maintain hardware and software systems.
• Analyze business issues holistically, ensuring alignment of structure, people, processes, and technology.
• Manage UNIX/Linux and Windows servers, including installation and maintenance.
3. Information System Security (10%)
• Develop and maintain information security policies and systems.
• Conduct security monitoring and maintenance (e.g., firewalls, anti-virus).
• Analyze security data to identify potential threats.
4. Application Management (30%)
• Understand business applications thoroughly.
• Train end users to ensure proper application usage.
• Configure and manage applications for optimal performance.
5. Scripting Implementation (30%)
• Analyze operational pain points and implement automation using Macro VBA or Python.
• Deploy scripts on MS PowerApps, MS Power Automate, or cloud platforms.
6. Project Management and Coordination (10%)
• Plan and manage resources to achieve specified outcomes.
• Optimize team resources for maximum results.
• Serve as a "player-coach," guiding day-to-day technical work.
• Translate business needs into IT solutions and educate management on technology initiatives.
• Collaborate with customers to address issues and recommend solutions.
• Act as a trusted advisor on market strategies and notify management of potential application problems.