Technical Applications Analyst

Safety Insurance is proud to be one of the leading property and casualty insurance providers in Massachusetts. We are committed to supporting independent agents and their customers through our unwavering dedication to excellence. Our success is built on a simple philosophy: deliver the highest quality insurance products at competitive rates while providing exceptional service at every step. At Safety Insurance, we don't just offer jobs - we offer careers that are challenging, fulfilling, and designed to grow with you. Our people are our greatest asset. A diverse workforce makes us stronger, more innovative, and better equipped to serve our customers. At Safety, we empower our employees to be their best by fostering an inclusive environment and offering resources that support their careers, education, and families. We also understand the importance of work-life balance. That's why we offer hybrid work options, flexible schedules, and a 37.5-hour workweek. Conveniently located in the heart of Boston's financial district, our downtown office is a positive space where employees can stay connected to both each other and the pulse of the city. Safety's benefits go beyond the basics. In addition to competitive salaries, our comprehensive benefits package includes: 3 weeks accrued paid time off + paid holidays each year Health insurance (medical, dental, vision) Annual 401(k) Employer Contribution (up to 8% of your base salary) 100% tuition reimbursement Free on-site fitness center Complimentary coffee and breakfast service Hybrid work schedules Working Advantage Discount Program Employee Assistance Program …and much more! Job Summary Under the direction of Technical Operations Manager, the Technical Applications Analyst is responsible for the ongoing ownership, enablement, and optimization of core enterprise business platforms. This role focuses on maximizing value from existing technology investments by providing continuous configuration, adoption enablement, and business partnership beyond initial project delivery. The position emphasizes platform maturity, sustained adoption, and measurable business outcomes, particularly as enterprise platforms expand embedded automation and AI-driven capabilities. Responsibilities Serve as day-to-day platform owner for assigned enterprise applications, with primary focus on Box and ServiceNow. Provide continuous platform enablement through configuration, feature activation, and iterative improvement following go-live. Partner with business units including Claims, Underwriting, Billing, and Operations to identify opportunities and co-develop platform roadmaps. Evaluate new vendor capabilities, including automation and AI features, and determine applicability to business use cases. Manage the full lifecycle of business application use cases from intake and experimentation through pilot, production deployment, and ongoing iteration. Establish baseline measurements of current-state processes prior to changes, including manual effort, cycle time, and operational inefficiencies. Define success metrics and validate realized business value following implementation. Support sustained adoption through training, documentation, feedback loops, and continuous refinement. Perform standard operational responsibilities such as moves, adds, changes, patching coordination, and release readiness. Collaborate with architecture, security, data, and integration teams to ensure solutions align with enterprise standards and governance. Provide regular reporting to leadership on platform health, adoption, and value realization. Experience with Box or ServiceNow is required, including enterprise administration and ongoing platform support. Experience in business systems analysis, application support, or enterprise platform management. Demonstrated ability to translate business needs into system configurations and technology-enabled solutions. Experience working with enterprise platforms such as content management, workflow, or service management systems. Familiarity with automation, AI-enabled features, or intelligent platform capabilities. Ability to define metrics, establish baselines, and measure operational outcomes. Strong communication and relationship-building skills across technical and business stakeholders Education Bachelor's degree in business, Information Systems, or a related field is required.