Application Support Specialist

2 weeks ago


Manila, National Capital Region, Philippines AXA Philippines Full time

Main Responsibilities:

Provide L2 Support for the Health Insurance System.Record all communication and steps taken with customers related to incidents in Service Now appropriately.Follow internal processes and complex instructions.Ability to research and think outside of the box when handling complex issues.Ability to identify gaps in internal processes, support documentation, etc., and pro-actively participate in improving the overall service offered to customers.Ensure incidents and requests are addressed accurately and in a timely fashion with an emphasis on the end-user experience.Escalate complex incidents to third-level support within and outside the team.Escalate incidents to Vendor.Understand Health Insurance and provide customers with guidance based on their requirements.Ability to manage time effectively to ensure all incidents and tasks are resolved within SLAs and customer follow-ups are completed.

QUALIFICATIONSAt least 2 years of experience supporting business applications and services.Has experience in Service Now specifically relating to Incidents, Changes, Problems, and Requests.Excellent communication skills with the ability to communicate to all levels of the organization such as external/internal customers and senior management.Proven ability to multitask and adapt to change.Relentless enthusiasm for the job at hand and ability to collaborate in a team setting.Knowledge of SQL scripting with a programming background.With a background in Insurance.ITIL certification is a plus.In line with the recruitment process, please do also submit your application via our careers platform –

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