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Application Systems Officer

2 weeks ago

Manila, National Capital Region, Philippines AXA Philippines Full time

About the Role:

This Application Systems Officer position is an exciting opportunity to join our dynamic team at AXA Philippines. As a key member of our operations team, you will be responsible for providing top-notch support to our customers, ensuring seamless interactions with our Health Insurance System.

Main Responsibilities:

  1. Technical Support: Provide Level 2 support for our Health Insurance System, addressing technical issues and resolving them promptly and efficiently.
  2. Documentation and Tracking: Record all communication and steps taken with customers related to incidents in Service Now, ensuring accurate and timely documentation.
  3. Process Implementation: Follow internal processes and complex instructions, adhering to established protocols and procedures.
  4. Analysis and Resolution: Utilize research skills to analyze complex issues, identifying root causes and implementing effective solutions.
  5. Process Enhancement: Identify opportunities for process improvement, collaborating with cross-functional teams to enhance the overall service offered to customers.
  6. Ticket Management: Ensure incidents and requests are addressed accurately and in a timely fashion, focusing on delivering exceptional customer experiences.
  7. Escalation Procedures: Escalate complex incidents to third-level support within and outside the team, as well as to vendors when necessary.

Key Requirements:

  • At least 2 years of experience supporting business applications and services.
  • Experience with Service Now, particularly in relation to Incidents, Changes, Problems, and Requests.
  • Strong communication skills, enabling effective interaction with customers and senior management.
  • Proven ability to prioritize tasks, manage multiple projects simultaneously, and adapt to changing priorities.
  • Knowledge of SQL scripting and a programming background.
  • A background in Insurance is preferred.
  • ITIL certification is advantageous.