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Operations Support Technician - IT (Inservco) at Penn National Mutual Casualty Insurance

Posted in Information Technology 30+ days ago.

Type: Full-Time
Location: Harrisburg, Pennsylvania

Job Description:

This position tests all internally developed or purchased third-party software and/or services to ensure compliance with company standards and requirements.


Team Building


Provides one-on-one or formal training with internal processing staff or Inservco business clients and agents on existing system functionality.

Trains less experienced staff and new employees on new activities as assigned.

Attention to Details


For basic or routine systems changes for assigned systems, develops test matrices, test plans and test cases that support various test environments.   

Performs positive and negative tests on test cases according to test plan in various test environments.  Verifies that actual test results match expected test case results.

Documents discrepancies using automating tracking systems and communicates results to Systems Analysts and Information Technology Department.

At the direction of the Department Manager, Project Manager or Systems Analysts, develops test matrices, creates test cases, and enters test cases for non-routine or more complex systems changes.

Performs miscellaneous clerical duties as assigned.

Client Interaction:

Follows direction or guidance provided by Manager or Department Analysts, for assigned basic or routine business requirements or change requests, interacts with Inservco Staff to clarify and confirm project expectations; seeks understanding of upcoming requests; and when production issues occur, provides input on how issues may be resolved.

Interacts with IT, internal business users, CCC, business clients and vendors to clarify requirements and resolve production problems for their assigned systems. 

Incoming support requests (calls / emails from service offices and clients) – regularly assigned to department Help Desk and email folders for assigned system.

Quality Orientation

Systems Maintenance:

Independently updates system information in Instream, Pyramid and ancillary systems for new and existing clients, code updates, and claim information.


Researches data quality issues upon request from the manager, analysts, clients, or internal staff.

Planning & Organizing


Updates or modifies systems documentation including, but not limited to: business or systems requirements, change requests, workbooks, test matrices, test cases, and report layouts.  Documentation is used by programmers/developers to program changes to production systems.

Updates systems reference and user training manuals and Standard Operating Procedures (SOP’s).

Develops training material or SOP’s for minor system entry procedures.

Provides input on agency and office communications.

Posts updates to KeyWeb and ImPyracle.

Positive Approach

Troubleshooting and Problem Resolution:

Provides application help desk and incoming call support.  Researches issues to identify specific problems.  Within scope of knowledge and assigned applications, independently works to resolve basic or routine problems and develops a course of action for correction.

Reviews system-generated error logs and balancing reports.  Researches routine system errors for assigned applications and independently works to resolve basic or routine problems and develops a course of action for correction.

When production issues occur, provides input on how issues may be resolved.

Applied Learning

Participates in self-development to maintain the currency necessary to perform the duties of the position.

Performs various projects requested or assigned by the reporting manager(s) noted above.


Effectively Communicates and Connects:

Communicates clearly and concisely.

Prepares written communications that adhere to department standards.

Attentively listens and asks clarifying questions.

Builds a positive relationships within the workplace.

Customer Focused:

Develops and maintains knowledge about the needs of customers and how the team provides value.

Aware of customer risks and when to escalate risks.

Identifies and utilizes the appropriate resources to solve customer problems.

Accelerates follow-up and action to resolve issues.

Talent Development Mindset:

Brainstorms ideas for technical and/or professional development.

Works with supervisor to identify relevant development opportunities, shadow opportunities, including technical skill building and professional skill enhancement.

Acts on opportunities to recognize colleagues for a job well done.

Demonstrates Adaptability:

Seeks to understand others' needs and perspectives, especially those different from incumbent’s own.

Open to learning about new and challenging ideas to drive the success of the work in which incumbent is involved.

Learns how to be flexible to accommodate deliverables and prioritize work effectively.

Demonstrates Accountability:

Takes ownership of mistakes and consults with others to resolve, learning from the experience.

Consistently checks the accuracy of work.

Provides coverage or assistance to others when needed.

Proactively steps up to provide guidance or assistance.


Direct contact with IT development staff.

Direct contact with EDW and Statistical personnel.

Direct contact with Claims/Inservco Systems Analysts and Technicians.

Direct contact with Customer Contact Center and Business clients.

Direct contact with Actuarial personnel.

Direct contact with business department staff and managers as part of troubleshooting and problem resolution activities.

Limited contact with vendors on those applications assigned testing or research tasks.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Why Penn National Insurance/Inservco

  • A career with Penn National Insurance/Inservco offers a total rewards package that makes us a regional employer of choice.  When you are part of the Penn National Insurance/Inservco family, we want you to feel secure in:

  • Your Career: We offer a comprehensive benefit and compensation package including a generous 401k match, graded profit sharing, recognition programs, and incentive compensation.  Additionally, Penn National Insurance/Inservco company policy provides for remote access, flex-scheduling, and a dress-for-your-day dress code. 

  • Your Employer: Penn National Insurance celebrated its 100th anniversary in 2019.  With the $1 billion direct written premium threshold in sight, the company is utilizing innovation solutions and analytic insights to grow its share of the small commercial and middle market business, as well as personal lines.  Our proud tradition of adhering to a relationship-driven business model, and our ability to adapt to changes over time reinforce our reliability and strength.

  • Your Community: The Company and our employees donate more than half a million dollars annually to fund enrichment programing throughout the communities we serve.  Our United Way campaign raised an additional three hundred fifty thousand dollars last year.  We are also taking real steps to decrease our environmental impact.  We have added bicycle accommodations, enhanced energy efficiency, introduced water conservation measures, and implemented cool-roof technology.

  • Your Future: We create a rewarding career path and enable long-term retention by offering enhanced benefits around continuing education and professional development.  The average employee tenure at Penn National Insurance/Inservco is 14 years!


Associates degree required or 2 years comparable work experience required.

Continuing education and self-improvement in insurance related courses such as IIA, CPCU, etc. preferred.


A minimum of 1 year experience in automated systems processing/testing within the Property and Casualty insurance environment preferred.

Technical/ Professional Knowledge

Demonstrated ability to work in a team environment.

Demonstrated customer service skills.

Demonstrated verbal and written skills.

Demonstrated technical knowledge of property and casualty automated systems used internally and/or vendor systems used by external clients for multiple lines of business.

Good proofreading skills.

Demonstrates good understanding of systems development/project management methodology.

Demonstrated ability to recommend preferred and alternative systems solutions, and the pro/cons of each. 

Demonstrated ability to adjust quickly to changing assignments and priorities.

Strong working technical knowledge of assigned systems/applications.

Strong technical knowledge of property and casualty automated systems used internally and/or vendor systems used by external clients for multiple lines of business.

JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act)

This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.

Must be able to see and effectively use a computer monitor.

Must be able to operate a computer, keyboard and applicable printers and other general office equipment.

Must be able to access and enter information accurately using automated systems.

Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.

Must be able to present information to individuals and groups.

Must be able to interpret and apply concepts that may or may not be based upon established guidelines.

Must be able to maintain acceptable attendance and adhere to scheduled work hours.

Must have a valid driver’s license and be able to operate a motor vehicle.

Must be able to travel, with overnight stays required.