Application Support Analyst, Legal E - billing – Billreview IQ

Application Support Analyst, Legal E-Billing

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there's no limit to what you can achieve. Newsweek Recognizes Sedgwick as America's Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance

Primary Purpose Of The Role: The Application Support Analyst, Legal E-Billing supports the stability and effectiveness of Sedgwick's integrations with BillReviewIQ solutions by monitoring system activity, triaging issues, and ensuring timely resolution of data and workflow errors. The role performs root-cause analysis, collaborates across technical and operational teams, documents processes, and contributes to ongoing improvements in integration performance, operational readiness, and end-to-end legal e-billing workflows.

Essential Responsibilities May Include:

Integration Monitoring & Issue Triage:

Investigate issues related to system integrations between Sedgwick's claims platform and BillReviewIQ solutions (Legal X and Legal Exchange).

Analyze errors involving case creation, invoice processing, approvals, and payment data exchange.

Determine whether issues originate in the claims system, BillReviewIQ applications, or the integration layer.

Root Cause Analysis & Resolution:

Trace data from source claims systems through BillReviewIQ workflows to identify gaps, mismatches, or processing failures.

Review system logs, error messages, and transaction data to assess root cause, severity, and operational impact.

Partner with engineering, product, and operations teams to define fixes, validate corrective actions, and support implementation.

Cross-Team & External Collaboration:

Lead strategies to deliver cross-functional training on BillReviewIQ processes and drives adoption of training for teams participating in implementations.

Coordinate issue resolution efforts with internal Sedgwick teams, including claims technology, claims operations, product, and engineering.

Serve as a knowledgeable point of contact for integration-related questions, escalations, and workflow clarifications.

Process Improvement & Documentation:

Identify recurring issues and systemic trends to recommend improvements to integrations, monitoring practices, and operational workflows.

Document integration processes, common failure scenarios, troubleshooting approaches, and resolution steps.

Enhance operational readiness by contributing to improved alerts, dashboards, knowledge articles, and support playbooks.

Operational Support:

Support production issues affecting legal e-billing workflows, financial transactions, and payment processing.

Participate in incident management activities, post-incident reviews, and development of preventive action plans.

Ensure all claims and legal billing data is managed in compliance with company policies, security standards, and data handling requirements.

Qualifications:

Bachelor's degree from an accredited college or university preferred. Six (6) years of related experience to include working with integrated enterprise systems, preferably in insurance, legal technology, or financial systems or equivalent combination of education and experience required.

Skills & Knowledge:

Strong ability to analyze system workflows and data flows across multiple applications

Comfort investigating technical issues without being a software developer

Understanding of APIs, file-based integrations, or system to system data exchange concepts

Strong problem-solving skills and attention to detail

Clear written and verbal communication skills, including the ability to explain technical issues to non-technical audiences

PC literate, including Microsoft Office products

Strong time management and organizational skills

Ability to work in a team environment

Ability to meet or exceed Performance Competencies

Work Environment:

When applicable and appropriate, consideration will be given to reasonable accommodations. Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines. Physical: Computer keyboarding, travel as required. Auditory/Visual: Hearing, vision and talking.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.

Sedgwick is the world's leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company's expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape.