Software Support Engineer

Insurance Office of America (IOA) is the fourth largest privately held insurance brokerage in the United States. Founded in 1988, IOA is a recognized leader in providing property and casualty, employee benefits, and personal lines insurance and risk management solutions as well as insurtech innovation. Headquartered in Longwood, Florida, part of the greater Orlando community, IOA has more than 1,300 associates located in over 60 offices in the U. S. and United Kingdom. In California, dba IOA Insurance Services. (#0E67768) For more information, visit www.ioausa.com.

Job Description

Title: Workday Software Support Engineer

Strong preference for experience with Workday!

Fully Remote

About the Role: Under the direction of the Manager of IT Applications and Development, the Software Support Engineer provides assistance, advice, and solutions in support of enterprise application adoption, incident resolution, and problem resolution. The Engineer will research best practices, investigate problems, identify root causes, and collaboratively engineer solutions. The Software Support Engineer works in conjunction with Software Development staff, Tech Support staff, IT vendors, and end users to develop quick, effective solutions.

Key Responsibilities

• Manage Software Requests: Handle, research, and resolve software-related requests for assistance (incidents, problems).
• Perform Triage Functions: Troubleshoot software and identify root causes of software problems.
• Analyze Software Errors: Analyze software-related errors, alerts, issues, and propose solutions.
• Configure Applications: Configure application workflows, monitors, alerts, reports, and SQL queries.
• Administer Applications: Administer and configure enterprise applications.
• Test Solutions: Test (verify) solutions using manual and automated testing tools before implementation.
• Provide Technical Support: Perform technical support functions related to all IOA software systems.
• Document Activities: Document software support activities thoroughly, accurately, and in a timely manner.
• Make Quick Decisions: Make decisions quickly, sometimes with limited information.
• Review Work Logs: Periodically review work logs and customer feedback with supervisors and other analysts to identify and act on opportunities for improvement.
• Complete Projects: Independently complete small to medium projects.
• Collaborate with Teams: Collaborate with both internal and external teams to ensure optimal delivery and adoption of enterprise applications.
• Research Trends: Proactively research industry trends and technology best practices, sharing knowledge with teammates.
• Policy Compliance: Stay updated on company policies and procedures.
• Continuous Improvement: Seek and adopt best practices to improve individual and team performance.
• Champion IOA Values: Demonstrate integrity and leadership.
  
  

Ideal Candidate Qualifications

• 3 years of experience supporting enterprise applications such as Salesforce, Workday, or comparable
• 3 years of experience supporting cloud-based applications
• Bachelor’s Degree in a technical field or higher
• Demonstrated experience with relational databases
• ITIL Foundations Certification
• Strong analytical, problem-solving, and decision-making skills
• Excellent multi-tasking, organizational, and prioritization skills
• Outstanding verbal and written communication skills
• Ability to perform large work volumes with high degrees of accuracy and attention to detail
• Experience working in a remote environment
  
  

What We Offer

• Competitive salaries and bonus potential
• Company-paid health insurance
• Paid holidays, vacations, and sick time
• 401K with employer match
• Employee stock plan participation
• Professional growth and career progression opportunities
• Respectful culture and work/family life balance
• Community service commitment
• Supportive teammates and a rewarding work environment
  
  

What To Expect (Application Process)

• 30-Minute Phone Screen, Online Assessments, and Interview(s)
  
  

Insurance Office of America is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

https://www.ioausa.com/