Specialist - Application Support - Gurgaon

Specialist - Application Support - Gurgaon

Sun Life

Specialist - Application Support - Gurgaon

Details of the offer

At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills. Follow a path that lets your talents shine.
Job Description:
Job Description
About the Company:
Sun Life
Sun Life Financial’s roots in Canada go back nearly 150 years when we began selling life insurance to Canadian families in 1871. With innovative technology, a strong distribution network and long-standing relationships with some of the country’s largest employers, we are today providing financial security to millions of Canadians. The financial success and stability here at home continues to fuel our expansion in other parts of the world.
Asia Service Center India
Our PurposeTo create economies of scale for common functions, improve productivity, reduce unit costs, and enable Sun Life to make more effective investments in technology.By working in a collaborative mode with the Sun Life business partners, Asia Service Centre seeks to extend the Clock, the Dollar and provide Scalability.
Our Strategic ObjectivesContribute to growthCustomer focused executionIncrease efficiency and effectivenessEnsure effective governanceInnovate for business valueMaximize our people capabilities
Our CultureAt Sun Life India Service Centre, we are committed to Sun Life Financial value system.We value our employee relationships. We offer long term associations and invest resources to provide opportunities to develop professional, technical and management skills. We view our employees as catalysts in building success. We invite our employees to play a part in delivering better business processes and solutions to help Sun Life business partners become high-performance businesses.At Sun Life India, we provide safe, stable working conditions and a supportive working environment.We respect diversity of individuals and recognize that diverse cultures and backgrounds make Sun Life a great place to work.Sun Life India builds relationships of mutual trust, in accordance with our global practices and strives to be an organization in which individuals can demonstrate their abilities fully, grow professionally and have pride.
Key Responsibilities:Responsible for providing ASA support for the internal application which is used by Sunlife employees for example Pega Case Management, Pega RPA and few other tools, ensuring all the tickets has been closed within SLA’s. Approach must be process oriented. Performs general preventative maintenance tasks. Fetching the reports and sending to the business.

Bachelors in Technologyor equivalent program.
5+ years of experience as a customer facing.
Mandate Skills
5+ years of experience preferably in application support
Work with business requirements to design, code, test and deploy software
Contribute to software development process to for high performance, maintainability and stability
Well versed working in an Agile environment
Working knowledge of source code control
Strong analytical, problem solving and process improvement skills
Ability to breakdown high-level business requirements into more detail by questioning and probing for clarification.
Good understanding of CRM
Well versed with tools like – JIRA, SharePoint, RPA
Roles and Responsibilities :
Monitoring ITSM queue for any Pega Incidents
Monitoring JIRA dashboards for all Pega requests
Undertaking triage of all open requests to ensure priorities are well understood
Ownership of all ITSM artefacts
Facilitation of all Gr/Re initiatives
Preferred skills
Experience on the CRM platforms like Salesforce / PEGA
Understanding the business requirements , and mapping the same technically
Lead analysis and activities to estimate feasibility, cost and time
Highly motivated individual who is able to learn quickly and execute independently
ITIL certification
Behavioral skills
Collaborates effectivelyDrives collaboration among team members in his/ her functionPresenting a supportive, united front when appropriate.
Communicates ConfidentlyCommunicates crisply and candidlyCommunicates effectively across audiencesBalances talking and listening to foster candid dialogue
Focuses on the CustomerRaises concerns and recommends potential solutions for those processes that negatively impact the customer service experience or the fair treatment of customersHelps employees understand the impact of their work on the customer/ clientOrganizes own work to meet agreed upon deadlinesFocuses on surfacing underlying customer issues / concerns and identifying root causes
Takes AccountabilityTakes steps to understand decision making processes and procedures – uses this understanding in developing work plansEscalating issues or redirecting enquiries in a timely and efficient fashion.Following up with customers when we say we will and delivering on our commitmentsWorks under general supervision on day to day matters.
Understands our BusinessEnhances understanding about the business of SLFUnderstands how his/her role relates to the Business Unit/ Function's objectives
Self-starter – A confident, self-starter who can completely “own” deliveryand can work independently as well as being a strong team player
Trust - Ability to work in an open culture with a positive approach
Flexibility – Ability to accept change, agility
Job Category:
IT - Technology ServicesPosting End Date:

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