Technology Services Specialist (Hybrid)

Position Compensation Range:

Pay Rate Type:

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

The Technology Services Specialist collaborates with others in the division to provide and maintain applications that meet business needs. You will assist and collaborate in analyzing high impact business requirements and problems using expert business and systems knowledge. You will report to the Senior Manager, Technology Services.

In this flex office/home role, you will be expected to work a minimum of 10 days per month from Madison, WI 53783

Primary Accountabilities

• You will troubleshoot problems with supported applications and ensure problems are resolved to client satisfaction.
• You will provide alternatives for solving identified system problems.
• You will provide vendor system support and maintain vendor relationships.
• You will assist with creation and maintenance of service desk diagnostics and job aids.
• You will ensure the application is fully documented and provide input for any gaps in documentation.
• You will use application knowledge, or work with others, to provide guidance and technical leadership to project resources or maintenance resources.
• You will maintain an awareness of other projects and their possible effect on ongoing projects.
• You will serve as primary contact for user questions regarding supported applications.
• You will provide users with excellent customer service, knowledge and advice when responding to needs or questions.
• You may be required to complete other assignments or participate in projects based upon skills, achievements, or experience.

Specialized Knowledge & Skill Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Demonstrated experience providing 2nd level/escalated IT operations support.
• Basic knowledge and understanding of managed service delivery and/or outsourcing contracts.
• Basic knowledge and understanding of IT infrastructure domains including data centers, network/communications, server utilization, virtual environments, storage and application development.
• Basic knowledge and understanding of ITIL / service management best practices.
• Analytical approach to problem-solving. Attention to results and with a sense of urgency.
• Basic knowledge and understanding of project management processes, tools, and techniques.
• This position requires Genesys Cloud certification. Three certifications will need to be earned within the first six months in the role.

• Offer to selected candidate will be made contingent on the results of applicable background checks

• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions

• Sponsorship will not be considered for this position unless specified in the posting

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.