Job Description

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

Work with team members to achieve application performance and availability to meet business needs, including on-call support, responding to user issues, firefighting, monitoring, application checkouts, and engagement with high priority incidents and problems - 24/7 (including nightly batch cycles, where needed)

* Learn and apply customer and engineering best practices in order to support software/monitoring solutions to drive strong performance and high availability to meet/exceed customer expectations.

* Apply and support customer engagement workflow, including technical analysis and resolutions for incidents, service requests, and problems.

* Seek to understand and support technology needs of users, proactive monitoring for business issues, and support effective resolutions of issues

* Support effortless customer experience via partnering to create an effective use of Self Service, Community and Knowledge Management for users, and our teams.

* Develop and leverage relationships to deliver and improve your effectiveness and efficiency.

* Learn and apply application support, customer success, and development best practices

* Bachelors degree in Computer Science, MIS or related field -OR- a rigorous trusted training program specific to IT (for example approved IT Boot camps), OR- a significant amount of directly-related work experience

* At least Internship, and/or 1-3 years of equivalent work experience or training

* Proficient programming skills, and operations, customer service, and technical understanding for the role.

* Possess a support and customer-centric mentality and attitude, along with a passion for learning and building on core business knowledge and technical base.

* Strong interpersonal skills both verbally and written, Self-motivated, and ability to succeed in collaborative environment.

* Technical capability and ability to logically analyze and creatively solve issues independently

* Experience in customer support role (tech or non-tech) / helping resolve user's issues.

* Experience using similar tech stack to Northwestern Mutual (role dependent)

This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.