Support Analyst I

Job Description Job Description Who we are: ManhattanLife Insurance and Annuity Company was founded in 1850, the Company’s longevity makes it one of the oldest and most reliable health and life insurance companies in the country. Operating successfully for over 175 years is a testimony to ManhattanLife’s enduring history, and an indicator of the reliability of our future. ManhattanLife’s headquarters are in Houston, TX and the company is continually growing with multiple office locations nation-wide. ManhattanLife offers attractive employee benefits starting day one, including immediate coverage under our health, dental and vision plans. We offer flexible schedules, including shortened hours on Fridays, free parking, company-wide events, professional development and a company-wide wellness program. Scope and Purpose: The Support Analyst I is responsible for providing technical support and troubleshooting assistance to end-users for software applications managed by ManhattanLife Enrollment and External Platforms. Associates will work closely with internal, external, and vendor partners to ensure consistent operation of applications and processes. Duties and Responsibilities: Provide first-level technical support and assistance to end-users for ManhattanLife’s proprietary web applications. Troubleshoot and resolve user-reported issues within pre-defined SLAs, conducting preliminary testing and validation of web application updates or bug fixes prior to deployment. Collaborate with senior Support Analyst, development teams, and business stakeholders to address complex issues. Gain foundational understanding of EDI concepts and processes. Assist in EDI mapping and transaction processing task, ensuring accurate data exchange with external partners. Work closely with EDI partners to identify and resolve EDI related issues and discrepancies. Assist in updating and maintaining application documentation, including user guides and support processes. Minimum Qualifications: Associate’s or Bachelor’s degree in an IT related field (Computer Science or Information Technology) or equivalent experience. Knowledge, Skills and Abilities: Familiarity with database concepts, including the ability to understand and work with data retrieval processes, such as querying, to support application troubleshooting and reporting needs. Basic knowledge of Microsoft Office Suite for creating reports and documentation. Familiarity with web browsers and troubleshooting browser-related issues. Strong problem-solving skills, including experience with root cause analysis for system issues. Excellent verbal and written communication skills to interact with users and team members. Capable of managing and prioritizing tasks effectively, ensuring critical issues are addressed promptly while maintaining progress on other responsibilities. Possesses a User-Focused service approach. Eagerness to learn and adapt to new technologies and processes. Familiarity with SDLC methodologies (e.g., Waterfall, Agile, Hybrid) preferred. Familiarity with Microsoft DevOps platform preferred. Travel Requirements: This position may require light travel within a ten-mile radius from one office location to another as needed. Professional Development: Establish annual objectives for professional growth. Keep pace with developments in the discipline. Learn and apply technologies that support professional and personal growth. Participate in the evaluation process. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, type, and use mouse; reach with hands and arms and talk and/or hear. The employee is required to sit for extended periods of time. The position may require lifting, pulling or moving items weighing upwards of 10 pounds as it relates to office or desk supplies. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee regularly works in an office environment. This role routinely uses standard office equipment such as computers, phones via WebEx, physical phone while in office, and photocopiers when necessary. Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to the job at any time without notice. AAP/EEO Statement: ManhattanLife prohibits discrimination based on race, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation, or any other legally protected status. EOE Employer/Vet/Disabled. ManhattanLife values differences. We are committed to fostering an environment that attracts and retains a diverse workforce. With individuals from a variety of backgrounds, ManhattanLife will be better equipped to service our customers, increase innovation, and reduce risks. We encourage the unique perspectives of individuals and are dedicated to creating a respectful and inclusive work environment.