PLADS IT Support Analyst


Location: Farmington, Connecticut

Job Type: Full time


Location(s): Remote or Farmington, CT

Job Summary

Responsible for handling urgent internal and external client issues, triaging issues by urgency, identifying root cause, and resolving the issues via system configuration, process guidance, or transition to the development team. Handles user provisioning requests to ensure that proper licensing and permissions are granted. Responsible for handling data updates and new workflow configuration for smaller enhancements to ensure prompt client support and operational readiness.

Principal Duties & Responsibilities

  • Intakes and triages JIRA Service Desk tickets to ensure priority and urgency identification
  • Resolves non-development issues via data and configuration updates
  • Identifies trends and proactively prioritizes development work to improve system performance and user experience
  • Prioritizes work on an “as needed” basis and reprioritizes work accordingly
  • Coordinates with internal managers on approving and provisioning users with proper access, licenses, etc.
  • Configures Salesforce to accommodate workflow requests in a quick and efficient manner
  • Performs root-cause analysis for issues reported from production environments as 1-st and 2-nd level support
  • Performs impact analysis of reported issues across various components, holding an end-to-end view of the system
  • Acts as a self-accountable individual who can prioritize well and can work in environments with competing and alternating priorities, with a constant focus on delivery
  • Performs other related duties as required

Education & Experience Required

  • Bachelor's Degree In a related field
  • 2 - 4 years of related experience

Or an equivalent combination of education and experience

Job Knowledge & Skills

  • Experience in Microsoft Office

  • Attention to detail and results oriented, with a strong customer focus

  • Ability to work as part of a team and independently

  • Analytical and problem-solving skills, an ability to conform to shifting priorities, and to balance multiple projects and tasks concurrently is necessary

  • Written and oral communication, and interpersonal skills are necessary to effectively communicate with persons at all levels of the organization

  • Preferred:

  • Salesforce Experience

  • Salesforce Administration Certification

  • ClaimVantage Software Experience

  • Experience with data integration, reporting and analytics functions

  • JIRA experience, specifically with Service Desk

  • Agile Methodologies

  • Group and/or Individual Disability and Absence Management Insurance industry experience


  • Acting with Integrity - Clearly states goals and beliefs; lets people know his/her true intentions; does what he she said they would do; follows through on commitments
  • Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener
  • Pursuing Self-Development - Demonstrates ambition and desire to move forward in his/her career; engages others in discussions about career development; seeks feedback on ways to increase his/her performance; takes advantage of opportunities to build new skills and capabilities
  • Serving Customers - Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages
  • Supporting Change - Enthusiastically participates in new change initiatives and programs; focuses on reasons why changes will work and how they will be beneficial
  • Supporting Organizational Goals - Actively supports organizational goals and values; demonstrates enthusiasm toward the company's goals and mission; aligns actions around organizational goals
  • Working with Diverse Populations - Shows respect for the beliefs and traditions of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds
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