Note: The job is a remote job and is open to candidates in USA. Selective Insurance is a midsized U.S. domestic property and casualty insurance company with a history of strong financial performance. The Legal Operations Specialist supports the administration and improvement of claims legal department applications, managing workflows, user access, and facilitating change management initiatives.
Responsibilities
- Manages all incoming incident and service request tickets across vendor-managed applications, owning tier 1/2 triage and resolution. Acts as the primary liaison for escalated tier 3 issues/ requests, coordinating cross-functionally with business stakeholders, vendor support teams, internal IT, and the Legal Operations Administrator through full resolution
- Manages the end-to-end lifecycle of task list triggers within the case management system’s existing capabilities, including reviewing and prioritizing requests, defining requirements, configuring solutions, and coordinating testing and release within the claims legal case management system
- Manages the end-to-end lifecycle of automated merge templates within the case management system’s existing capabilities, including reviewing and prioritizing requests, defining requirements, configuring solutions, and coordinating testing and release within the claims legal case management system
- Supports change management initiatives by developing and maintaining knowledge base (KBA) documentation for system features and business processes and delivering end-user training in both in-person and virtual environments as needed
- Analyzes release notes for system upgrades and enhancements, develops and executes feature and regression testing, and documents results to confirm production readiness
- Engages regularly with field users and leadership to gather feedback, identify user experience improvements, and uncover opportunities for system and process enhancements aligned with industry best practices, escalating recommendations to the Legal Operations Administrator
- Administers user access across claims legal applications, ensuring proper role-based permissions and accurate access levels
- Supports project deliverables by assisting with meeting and presentation readiness, organizing key takeaways and coordinating planning activities
- Assists in developing and managing requirements documentation (BRDs, SRDs, and Use Cases) for initiatives, enhancements, upgrades, and support work, ensuring quality, completeness, and required approvals
- Schedules and assists in facilitating business requirements gathering sessions for system enhancements, integrations, and upgrades; supports the development and delivery of related presentations as needed
- Must be able to operate a motor vehicle for business travel and be available for overnight and air travel. Travel requirements represent approximately 10–15% of work time and requires a valid driver's license
Skills
- Demonstrates strong organizational, time management, and prioritization skills, with the ability to manage multiple tasks and projects effectively in a fast-paced environment
- Proficiency in Excel and Salesforce is required, with Litify System Administrator experience preferred, along with proven experience building merge templates and automated task list triggers with meticulous attention to detail
- Strong problem-solving skills with the ability to independently resolve common application and system issues, exercise sound judgment, and escalate matters appropriately when additional expertise or intervention is required
- Familiar with the software development lifecycle and exposure to business analysis concepts a plus
- Requires the ability to build and maintain collaborative relationships across cross-functional teams, supported by strong interpersonal, communication, presentation, and facilitation skills
- Possess excellent written communication abilities, with a proven capacity to clearly and effectively document processes, requirements, and ideas
- Confident and practiced in delivering both in-person and virtual training, including the ability to translate system functionality into practical, real-world applications for legal and claims professionals while addressing questions and resistance in real time
- Must have valid state-issued driver's license in good standing and be able to drive an automobile
- College degree preferred or 3+ years of experience in a legal tech/ operations and/ or Salesforce/ Litify setting
- Training or certifications in Salesforce Administration a plus
- Litify or similar system experience preferred
- Prior legal professional experience in a staff counsel/ insurance defense setting a plus
Benefits
- Incentive plan eligibility at all levels
- Comprehensive health care plans
- Retirement savings plan with company match
- Discounted Employee Stock Purchase Program
- Tuition assistance and reimbursement programs
- 20 days of paid time off
Company Overview