Service Manager

Title: ReinsurancePro Service Manager (REMOTE)

Location:  Remote

About US

Sapiens International Corporation (NASDAQ and TASE: SPNS) empowers the financial sector, with a focus on insurance, to transform and become digital, innovative, and agile. Backed by 40 years of industry expertise, Sapiens offers a complete insurance platform, with pre-integrated, low-code solutions and a cloud-first approach that accelerates customers’ digital transformation. Serving more than 600 customers in 30 countries, Sapiens offers insurers across Property & Casualty, Workers’ Compensation and Life markets the most comprehensive set of solutions, from core to complementary, including Reinsurance, Financial & Compliance, Data & Analytics, Digital, and Decision Management. Sapiens’ team of more than 5,000 employees operates through our offices in North America, the UK, EMEA and Asia Pacific..

Position Summary:

The ReinsurancePro Service Manager will provide application support to customers, will answer questions on function and usage of product. This individual may also have product quality assurance responsibilities, including developing/executing test cases and writing release documentation. This position reports to the Director of Service Management, US.

Job Description:

• Provides application support to customers, answering questions on function and usage of product.  Handles client calls and issues involving application issues
• Under general supervision, creates operational procedures and documentation
• Trains new clients on product features so they can use the product, and provides ongoing training as needed by existing clients
• Conducts system evaluations to determine client workflows, documents, and procedures to verify proper product usage
• Provides advice or analysis that may influence the outcome of resource allocation or disposition
• Customer facing skills - walking client through new features and functionality
• Assist with customer onboarding and ServiceNOW readiness
• Responsible for managing annual maintenance letters, CPI/rate management increases per contract language
• Provide support and content for marketing presentations as needed
• Develops test cases to ensure software meets requirements and is free of defects
• Executes test cases and performs any follow-up testing on defects found
• Participate in on-call after hours rotation schedule

Requirements:

• Property and Casualty insurance knowledge is required
• Reinsurance business knowledge a plus, ReinsurancePro experience a plus
• Familiar with database, SQL queries and computer networks
• Experience with ITSM ticketing systems (ServiceNOW, JIRA, Remedy etc.) and iTiL concepts a plus
• Must be able to perform problem resolution, follow standard procedures, and appropriately prioritize assignments
• Bachelor’s Degree in business, finance or related field preferred.  Equivalent work experience may be substituted
• Minimum of six years’ work-related experience
• Must be able to make decisions and resolve problems using experience and professional judgment with minimal supervision
• Demonstrated ability to understand the subject matter and customize the message according to the intended audience
• Strong organization skills:  must be able to work on multiple tasks during the same time frame and meet deadlines with accuracy and efficiency.  Must be willing to work extended hours to meet project deadlines
• The ability to communicate effectively, both verbally and in writing to a diverse range of audiences and settings.
• Must have a positive attitude, be self-motivated, flexible, and a team player
• The ability to maintain the integrity of confidential business information, our own and that of the clients
• Ability to work in a matrix / distributed team environment
• Occasional travel to meetings or outside training may be required

• Service Level Agreement (SLA) knowledge to guarantee proper and professional support parameters preferred
• IT infrastructure and or Cloud technology conceptual knowledge a plus

Sapiens is an E-Verified & Equal Opportunity/Affirmative Action Employer, M/F/D/V. 

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