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PLADS IT Support Analyst

The Company:  Aflac Columbus
The Location: 

Remote, US, 31999 Farmington, CT, US, 06032

The Division:  PLADS
Job Id:  3631

Location(s):  Remote or  CT - Connecticut



Job Summary

Responsible for handling urgent internal and external client issues, triaging issues by urgency, identifying root cause, and resolving the issues via system configuration, process guidance, or transition to the development team. Handles user provisioning requests to ensure that proper licensing and permissions are granted. Responsible for handling data updates and new workflow configuration for smaller enhancements to ensure prompt client support and operational readiness.


Principal Duties & Responsibilities

  • Intakes and triages JIRA Service Desk tickets to ensure priority and urgency identification
  • Resolves non-development issues via data and configuration updates
  • Identifies trends and proactively prioritizes development work to improve system performance and user experience
  • Prioritizes work on an “as needed” basis and reprioritizes work accordingly
  • Coordinates with internal managers on approving and provisioning users with proper access, licenses, etc.
  • Configures Salesforce to accommodate workflow requests in a quick and efficient manner
  • Performs root-cause analysis for issues reported from production environments as 1-st and 2-nd level support
  • Performs impact analysis of reported issues across various components, holding an end-to-end view of the system
  • Acts as a self-accountable individual who can prioritize well and can work in environments with competing and alternating priorities, with a constant focus on delivery
  • Performs other related duties as required


Education & Experience Required

  • Bachelor’s Degree in a related field
  • 2 - 4 years of related experience


Job Knowledge & Skills

  • Experience in Microsoft Office
  • Attention to detail and results oriented, with a strong customer focus
  • Ability to work as part of a team and independently
  • Analytical and problem-solving skills, an ability to conform to shifting priorities, and to balance multiple projects and tasks concurrently is necessary
  • Written and oral communication, and interpersonal skills are necessary to effectively communicate with persons at all levels of the organization



  • Salesforce Experience
  • Salesforce Administration Certification
  • ClaimVantage Software Experience
  • Experience with data integration, reporting and analytics functions
  • JIRA experience, specifically with Service Desk
  • Agile Methodologies
  • Group and/or Individual Disability and Absence Management Insurance industry experience



Nearest Major Market: Columbus GA