• Understanding of ITIL concepts and terminology

• Proficiency in troubleshooting, using logs and monitoring data

• Ability to analyze data sets and generate reports

• Understanding the importance of maintaining quality standards

• Effective communication with stakeholders at various levels

Education & Experience Required

• Bachelor's Degree in Computer Science, Information Systems, Business Administration or related field
• Zero to 2+ years of application support experience

Or an equivalent combination of education and experience

Education & Experience Preferred

• Knowledge of state and federal FMLA regulations; Paid Family and Medical Leave experience
• Knowledge of medical disability management

Principal Duties & Responsibilities

• Respond promptly and professionally to customer inquiries through multiple channels

• Troubleshoot and resolve technical issues using logs, monitoring data, and diagnostic tools

• Escalate unresolved or complex issues to senior team members or development teams when required

• Execute standard operating procedures during incidents to minimize disruption and restore service

• Update and maintain operational runbooks and internal knowledge bases with clear, concise information

• Document incidents and resolutions in ticketing systems to support knowledge reuse and transparency

• Work closely with cross-functional teams, such as developers, infrastructure, and QA, Business units and External Customers to resolve issues

• Lead clear communication during active incidents to manage expectations and minimize confusion

• Assist in the resolution of deployment issues and apply temporary workarounds when needed

• Contribute to internal knowledge sharing through documentation and participation in team sessions

• Support training initiatives by sharing best practices and process improvements

• Analyze recurring issues to identify root causes and propose process enhancements

• Participate in initiatives that improve team efficiency, service quality, and customer satisfaction

• Write basic SQL queries to retrieve data for troubleshooting and analysis

• Assist with data validation and support reporting requests related to application support

• Liaise with stakeholders to understand business impact and urgency, adjusting prioritization to

• Performs other duties as required

Total Rewards

The salary range for this job is $64,000 - $84,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation. The range has been created in good faith based on information known to Aflac at the time of the posting.

At Aflac, it is not typical for an individual to be hired at or near the top of the range for the role to allow for future and continued salary growth, and compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate.

In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities.