IT Application Support Analyst

About the role

Join Starr, a global leader in commercial insurance with over a century of expertise. We empower our employees to innovate, make impactful decisions, and build lasting client relationships worldwide. At Starr, you'll work in an entrepreneurial culture alongside accessible leaders, leveraging our financial strength and vast industry experience to deliver solutions for our clients, no matter how complex. Grow your career with a rapidly growing company that invests in its people and their ability to drive real progress.

Position Summary

• Serve as the front-line support contact for Aviation end users and manage RemedyForce tickets through resolution.
• Provide triage, coordination, and timely communication across users, support team, and stakeholders.
• Use SQL to troubleshoot application issues, validate data, and support accurate resolution.

Essential Functions / Responsibilities

• Own ticket intake; monitor queues and categorize incidents and requests.
• Perform first-level troubleshooting and coordinate escalation to an appropriate technical team.
• Maintain clear user communications, status updates, expectations, and resolution confirmation.
• Write SQL queries for issue investigation, data validation, and operational reporting.
• Create and maintain knowledge articles, SOPs, and repeatable support documentation.
• Identify trends and improvement opportunities; provide basic service metrics reporting.
• Support change/release communications and post-release monitoring, as applicable.

Required Qualifications

• Ability to work onsite in Buckhead, Atlanta.
• Required SQL proficiency: SELECT, WHERE, JOIN, GROUP BY, and aggregate functions.
• Experience with an ITSM tool; RemedyForce is preferred.
• Understanding of incident/request management fundamentals and structured troubleshooting.
• Strong customer service, written/verbal communication, organization, and multitasking skills.

Preferred Qualifications

• Advanced RemedyForce experience and knowledge of relational database concepts.
• Experience with reporting tools such as Excel and Azure DevOps
• Familiarity with aviation operations or the aviation business domain.

Work Environment

• Onsite office setting with frequent interaction with Aviation end users and support partners.

Additional information

We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. We offer first class training and development opportunities to all employees. Our aim is to grow our own talent and bring out the best in people.