Application Support

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Job description

The Purpose of Your Role:

The Application Support role is part of the Solutions team, which is tasked with improving business processes, leading development initiatives and advising/solving software problems across the enterprise. Primary job duties include ticket resolution and escalation, development and documentation of processes, and providing support to 200+ end users on custom-built and 3rd party applications alike. The role offers a great opportunity to work in a collaborative work environment and provides opportunity for future career advancement within the organization.

The Expertise we're looking for:

• Must be a self-starter, comfortable working on a small team where your input matters
• Computer science or software engineering degree or equivalent experience.
• Experience in the financial services industry is an advantage but is not required.
• Experience in a support role is an advantage but is not required
• Familiarity with database structures, preferably SQL
• Experience with C#, .NET Core, Visual Basic, XML, HTML, Crystal Reports or another coding language
• Familiarity with Content Management system, CRM system, SQL Server and Oracle
• Expert knowledge of all Microsoft Office applications
• Ability to complete tasks on time and on target with minimal guidance
• Excellent communications and interpersonal skills
• Superb organizational skills and a keen attention to detail

The Behaviors that you bring:

• Integrity - Your customer-centric attitude and commitment to doing what is right for our clients.
• Expertise - You are a team player and continuous learner. You share your knowledge with the team, embrace new learning opportunities, and search for ways to improve our operations.
• Empowerment - You demonstrate organizational skills, the ability to manage priorities, deadlines, and troubleshoot issues independently.
• Excellence - Your detail-oriented approach leads to quality processing results for our clients and your communication skills allow you to communicate effectively with clients and internal team members.
• Innovation - You learn quickly, collaborate with others, and share your ideas for improving our service.

The Excellence you deliver:

• Be the face of software development and the IT team at Sentinel
• Troubleshoots technical and procedural issues with internal end users related to custom and third-party software
• Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion.
• Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
• Assist the Development team in translating business requirements into application functionality
• Collaborate with QA engineers and product owners
• Occasionally participate in deployments and maintenance outside of normal business hours
• Execute security access requests for internal CRM and ERP systems
• Write and manage documentation on procedures and empower business users to do the same

About You:

We are looking for someone with customer-centric attitude, drive, determination, and analytical skills. You should demonstrate an innate curiosity and a willingness to roll your sleeves up with a team to solve problems and build solutions. We strive to surround ourselves with team members who think above and beyond the issue at hand and look for people who are willing to embrace change.

Education, Skills and Experience:

• 0-3 years experience in an application support/IT operations organization
• Prior experience with iterative development/agile methodologies nice-to-have
• This position will be located in Wakefield, Massachusetts. This role will have the opportunity for a hybrid schedule starting in late fall of 2021

Our Company:

Sentinel Benefits & Financial Group proudly serves more than 3,500 clients throughout the U.S., and for 30 years, we've remained devoted to making a difference in the lives of our people, our clients and our community. With nearly 220 professionals tied to our mission to deliver great service-and a 9-year average associate tenure-we have become the thought leader we are today.

Sentinel was recently recognized by The Boston Globe as a Top Place to Work in 2020. In 2021, Sentinel earned a Top Workplace USA Award from Energage. Sentinel is also recognized as one of the largest employee benefits firms in Massachusetts (Boston Business Journal), a top 100 retirement plan adviser (PLANADVISER Magazine), and the 2016 recipient of the Best-in-Retirement Business IMPACT Award™ by Charles Schwab, our in-house experts-and their commitment to excellence-define who we are.

Our Culture:

Our people care about our organization. We are a company with a mission to be the best in our industry and best within our company. Being part of this company means that you are part of something special. Sentinel Benefits & Financial Group offers paid vacation, 10 Holidays and 2 floating holiday, company sponsored medical and dental insurance, life insurance, AD&D, short and long‐term disability, 401(k) Plan and free parking. Sentinel Benefits & Financial Group is an Equal Opportunity Employer.