Systems Support Specialist
About InsureLine
At InsureLine, we’re building an inclusive, innovative, and service-focused team. We value curiosity, collaboration, and people who are motivated to support the success of others.
Are you ready to elevate your career with a dynamic company that values expertise, service, and innovation? If you have hands-on experience with the Applied Epic ecosystem and are looking for an opportunity to support a growing franchise network, InsureLine invites you to join our Systems team. Reporting to the Manager of Systems, the Product & Systems Specialist will assist with configuration, support, documentation, troubleshooting, reporting, dashboards, workflow improvement, and rollout activities across Applied Epic and related integrated vendor solutions. This role will support franchise and owned-operations users while helping the organization improve consistency, efficiency, and adoption across the network.
Ideal Candidate Profile
The ideal candidate will have a strong insurance and systems background, be detail-oriented, comfortable with troubleshooting, and motivated by using technology to improve organizational effectiveness. They should understand how insurance workflows connect to system configuration, reporting, templates, forms, downloads, and user support. This person should be collaborative, customer-focused, organized, and comfortable working with users who have different levels of technical and insurance system knowledge.
Key Responsibilities
- Support the configuration, maintenance, and day-to-day use of Applied Epic BMS, related modules, integrated software, and system tools.
- Troubleshoot user-reported issues, system behaviours, transaction outages, and workflow concerns, escalating to vendor support when needed.
- Create and maintain reports, dashboards, templates, forms, certificates, proofs of insurance, and other Applied Epic resources.
- Support key Epic ecosystem tools, including EDI Download, Applied Rating Services, WebRater, CSR24, Applied Mobile, workload reassignment, and certificate management.
- Assist with onboarding new franchises and users by supporting system setup, workflow guidance, reporting suites, dashboards, and user enablement.
- Collaborate with the Systems Manager, Systems team, advisory committees, and internal stakeholders on testing, communication, rollout, and adoption of system changes.
- Identify opportunities to improve workflows, reduce manual effort, and support consistent, efficient system use across the network.
- Prepare clear support documentation, workflow guides, communications, and training materials for franchise and owned-operations users.
Skills, Education and Qualifications
- 3+ years of P&C insurance experience, preferably in a broker-side environment, with strong understanding of insurance workflows and broker management systems.
- 3+ years of Applied Epic experience in support, configuration, administration, reporting, dashboards, templates, or related system functions.
- Strong troubleshooting, analytical, and problem-solving skills, with the ability to investigate issues, document findings, and escalate when needed.
- Working knowledge of Microsoft 365 tools, including Excel, Word, Outlook, Teams, SharePoint, and PowerPoint.
- Comfortable creating user-facing documentation, training materials, communications, reports, and basic process guidance.
- Organized, self-motivated, customer-focused, and able to manage multiple priorities with limited supervision.
- Experience with Epic tools such as WebRater, CSR24, Applied Mobile, EDI Download, Applied Rating Services, Applied Analytics, forms, certificates, or workload reassignment would be considered an asset.
- Other IT, project coordination, or systems support experience would be considered an asset.
Applied Epic Ecosystem and Related Tools
- Applied Epic BMS
- Epic Reporting Module
- Epic Dashboards, including Sales and Persona dashboards
- Epic Templates, letters, statements, receipts, certificates, and proofs of insurance
- Epic Commercial Quoting and new Epic modules
- Epic WebRater
- Epic CSR24 and Applied Mobile
- Certificate Management
- EDI Interface Download
- Applied Rating Services
- Applied Analytics
- New Policy Forms Builder
- Custom and supplemental forms
- Workload reassignment
- Franchise onboarding tools and processes
- Freshdesk or similar support-ticketing tools
- Microsoft 365, SharePoint, OneDrive, Teams, Excel, and related collaboration tools
What the Successful Candidate Can Expect
- Competitive compensation plan and benefits package.
- Hybrid or remote working arrangement.
- Supportive culture that promotes recognition, feedback, collaboration, and continuous learning.
- Opportunity to develop deeper expertise in the Applied Epic ecosystem and related integrated vendor solutions.
- Exposure to forward-thinking systems projects that support the InsureLine franchise network and owned-operations teams.
- A highly engaged, knowledgeable, and collaborative team environment.
Job Details
- Job Type: Full-time, Permanent
- Schedule: Monday to Friday
- Annual Salary Range: $55,000 – $65,000
- Work Location: Hybrid or Remote
- Benefits include casual dress, company events, dental care, disability insurance, extended health care, flexible schedule, Equal contribution RRSP and paid time off.
Job Type: Full-time
Pay: $55,000.00-$65,000.00 per year
Benefits:
- Dental care
- Extended health care
- Flexible schedule
- Paid time off
Experience:
- Applied Epic: 3 years (required)
- P&C Insurance: 3 years (required)
Work Location: Remote
