[Hiring] Development Support Analyst @Ccmsi

Role Description

The Development Support Analyst provides first-level technical support for business applications and systems used throughout CCMSI. This role is responsible for diagnosing and resolving software issues, supporting application configurations, documenting solutions, and partnering with development and business teams to enhance system performance and user experience.

This position is ideal for someone who enjoys solving problems, troubleshooting technology issues, and helping others succeed. The successful candidate combines strong technical aptitude with outstanding customer service skills and a genuine curiosity to understand not only how issues occur, but why they occur.

The Development Support Analyst serves as a trusted resource for internal employees and occasional external users, helping ensure that critical business systems function effectively and efficiently. Success in this role requires strong communication skills, attention to detail, and a willingness to dig deeper to identify root causes and long-term solutions.

Responsibilities

• Respond promptly to employee and customer inquiries regarding software functionality, system access, and technical issues
• Diagnose and resolve software-related issues using remote support tools, knowledge bases, and internal resources
• Document support requests, troubleshooting activities, and resolutions within the helpdesk ticketing system
• Prioritize support requests based on urgency and business impact
• Escalate complex issues appropriately while maintaining effective communication with users throughout the resolution process
• Assist with application configurations, updates, and system enhancements
• Provide guidance, support, and training to employees as needed
• Maintain a strong working knowledge of CCMSI software applications and related business systems
• Analyze recurring issues to identify root causes and recommend long-term solutions
• Collaborate with Development, Quality Assurance, and business teams to report and track software defects and enhancements
• Develop and maintain support documentation, knowledge base articles, and user guides
• Identify opportunities to improve processes, user experience, and system performance

Qualifications

• Strong problem-solving, troubleshooting, and analytical skills
• Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users
• Basic understanding of software applications and operating systems, including:
  • Windows
  • macOS
• Familiarity with helpdesk ticketing systems, remote support tools, and software support best practices
• Strong customer service skills with a professional and positive demeanor
• Ability to work independently while managing multiple priorities
• Strong organizational skills and attention to detail
• Ability to thrive in a fast-paced environment and adapt to changing priorities
• Proficiency in Microsoft Office applications
• Reliable, predictable attendance during assigned business hours

Requirements

• Experience in a software support, application support, helpdesk, IT support, or related role
• Experience supporting enterprise software applications
• Previous customer service or technical support experience
• Knowledge of the CCMSI claim system is very helpful
• Relevant technical training, certifications, or education
• Working knowledge of claims operations or insurance industry workflows

Benefits

• Comprehensive benefits including medical, dental, vision, life, and disability insurance
• Paid time off accrues throughout the year in accordance with company policy
• Paid holidays and eligibility for retirement programs in accordance with plan documents