Berkley One exists to insure and protect the lifestyles of a modern generation of affluence. We seek clients that are sophisticated individuals and families who require world-class risk and claims management customized to their needs, a team of select expert independent agents and innovative digital tools to keep it simple and easy. We’ll blend our partners, products and capabilities with all that is Berkley, generating a modern solution for the customers we serve.

Our culture is one of innovation, creativity and teamwork. Our team is highly motivated, passionate about our business, and deeply experienced in developing and delivering product and service solutions in the personal insurance marketplace.

We have an exciting opportunity for a Technical Support Analyst to join our team! Reporting to the Technical Operations Lead, you will be responsible for handling a a variety of keep-the-lights-on (KTLO) and production support requests. 

The location can be based in any of our offices in: Morristown, NJ; New York, NY; or Wilmington, DE.  We offer a hybrid work schedule - 3 days in the office; 2 days remote

What you'll do:

• Serve as the initial point of contact for issues regarding Berkley One’s internal and externally facing applications including customer portals and policy & claim administration systems; perform analysis on reported issues, resolve where possible, and escalate when necessary
• Manage daily KTLO activities such as executing and monitoring data migration and financial reporting batch jobs; identifying and resolving any issues should they occur
• Administer new partners and W.R. Berkley teammates in the Berkley One application environment, managing permissions and resolving access issues
• Perform business analysis and document requirements for system enhancements that reduce production support, increase efficiency, or eliminate expense; engage in testing to ensure quality delivery of these enhancements
• Proactively identify and communicate system or sub-system outages to the appropriate audience; coordinate recovery activities and provide continuous updates until resolved

What we're looking for:

• Bachelor's degree in Information Technology/Computer Systems Engineering or related major
• 2+ years of applicable IT service desk or business analysis experience
• Demonstrated analysis and problem-solving ability
• SQL and data analysis skills
• Experience with work management/ticketing solutions (ex. Jira)
• Comfortable working in an environment of changing priorities, business needs, and conditions
• Exceptional oral and written communication skills, a communication style flexible to the situation, and able to communicate clearly and with a purpose
• Calm under pressure, possessing excellent organizational skills, integrity, and follow-through on tasks, able to challenge the norms while working collaboratively with colleagues at all levels of the organization
• A strong sense of accountability and ownership
• Natural curiosity, a love of learning how things work and always on the lookout for innovative improvements