Essential Job Functions Maintains the ticket database system up to date with the entry, tracking and closing of issues and projects as they are resolved/delivered Acquires information from agents (external users) and internal users; performs initial triage of system issues and enters in ticket database for internal software development/vendor implementation. Operating Systems to include, but not limited to: Specialty Programs, iPhone/Mobile Site and Website Instant Quote Functionality Works directly with our software development vendor with the following: Tracking and investigation of all operating system issues Reporting test results as it pertains to the functionality and usability of applications to be delivered during release cycles Reviews all scopes and business requirement documents for accuracy as they pertain specifically to the operating systems used by our Agents (external users) and internal users Designs User Acceptance Test Cases and Test Plans using approved version of scopes and business requirement documents Accesses test environment provided by the software development vendor during release cycles and perform user acceptance testing for all tickets that are scheduled Verifies that use cases accurately portray specific business needs Provides information on tickets to be delivered to departments (as needed) for feedback regarding the usability and functionality Coordinates sessions to communicate new functionalities with the following departments: Marketing, Call Center, Specialty Insurance and Regulatory Compliance, Sales and Claims Reviews and processes daily reports received by software development vendor and generated directly from the operating system Other duties as assigned with or without accommodation Assist in other areas of department or other departments as required Minimum Requirements Bachelors Degree in Computer Science preferred; high school diploma or equivalent with experience in the industry accepted 2 years of Industry Experience in Property & Casualty as an Underwriter or equivalent PC literate with advanced knowledge of Microsoft Office Programs Present professional and helpful appearance Ability to communicate effectively both orally and in writing Strong validation and organizational skills Ability to effectively prioritize in order to meet department goals Required Competencies Customer Focus Listening Functional / Technical Skills Intellectual Horsepower Managerial Courage Problem Solving Technical Learning Composure Written Communications