L2 Application Support Analyst

Job Title: L2 Application Support Analyst


Location: Chicago, IL


Position Type: Contract


Duration: 6 / 12 Month


Work Type: Onsite


Rate: Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.



Job Description:


The L2 Application Support Analyst will provide advanced functional and technical support for applications supporting Property & Casualty (P&C) insurance operations such as policy administration, claims, billing, underwriting, and rating systems.
The role involves incident analysis, root cause identification, issue resolution, coordination with L3/engineering teams, and ensuring system stability and SLA compliance.


Responsibilities

• Provide Level 2 support for P&C insurance applications including:
  • Policy Administration
  • Claims Management
  • Billing & Payments
  • Underwriting & Rating
• Analyze, troubleshoot, and resolve medium to complex production issues escalated from L1 support.
• Perform root cause analysis (RCA) and document permanent fixes.
• Support batch jobs, integrations, and interfaces (inbound/outbound feeds).
• Monitor application health, logs, and alerts; proactively identify risks.

• Manage incidents and service requests through ITSM tools (ServiceNow, JIRA, Remedy, etc.).
• Ensure adherence to SLA and compliance requirements.
• Participate in problem management and continuous improvement initiatives.
• Support change deployments, release validation, and post-deployment verification.
• Coordinate with L3 teams, vendors, and business users during critical incidents.

• Understand P&C insurance workflows including:
  • New business, renewals, endorsements
  • Claims lifecycle
  • Cancellations, reinstatements
  • Premium calculation and billing
• Interpret business rules related to coverages, deductibles, limits, endorsements, and regulatory rules.
• Support business users by providing timely resolution and clear communication.

• Create and maintain runbooks, SOPs, and knowledge articles.
• Document known issues, workarounds, and system behavior.
• Participate in knowledge transfer sessions with L1 and L3 teams.

Qualifications we seek in you!


Minimum Qualifications

• 3-6 years of IT application support experience.
• 2+ years of experience in the P&C insurance domain.
• Bachelor's degree in Computer Science, Information Systems, or equivalent experience.
• Strong SQL skills for data analysis, validation, and issue investigation.

Preferred Qualifications/ Skills

• Experience supporting insurance core systems (Insurity, Guidewire, Duck Creek, Majesco, or similar preferred).
• Exposure to cloud platforms (AWS, Azure)
• Experience in agile / DevOps environments

ABOUT Ztek:


Website:


Ztek Consulting Inc is a minority- and woman-owned business enterprise that leverages a unique blend of human talent, machine learning algorithms, and artificial intelligence to provide customized talent management solutions for clients. Ztek's diversity-focused hiring models have proven successful, particularly in hiring veterans. The company's veteran-focused hiring and deployment program, Z-V.E.T, matches skilled veterans with clients' needs in various areas.


Disclaimer:


Ztek is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Ztek is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at View email address on click.appcast.io Please indicate the specifics of the assistance needed. Ztek encourages all interested and qualified candidates to apply for employment opportunities. Ztek does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. 1324b.