Application Support Analyst II

Job Description

Job Title:

Application Support Analyst II

Reports to:

Business Support Manager

Location:

London/Hybrid

Company: Verisk Specialty Business Solutions Ltd

Verisk Specialty Business Solutions (formerly Sequel Business Solutions) (VSBS) is a division of Verisk. Having started out in 1993, we have established a reputation as a market leader in the provision of software to the global insurance industry. We offer streamlined end-to-end management of all insurance and reinsurance business to brokers, underwriters and intermediaries through the Sequel product suite. Our customers, traditionally Lloyd's and London Market specialists have expanded to include major players in the North American general insurance market. With offices in London, Malaga and Jersey City, we offer exciting career opportunities in insurance-led technology.

To learn more about VSBS, please visit us at: https://verisksequel.com/.

Role Purpose:

We place a premium on meeting our customers' high expectations of our products. Through contracted support services our support team plays a key role in post implementation processes, as well as in the longer-term customer experience.

The purpose of this role is to help deliver contracted Business-As-Usual support services typically adhering to ITIL v3 framework of Service Transition, Service Operations and Continuous Service Improvement.  A Business Support Analyst is someone who has a number of years of experience in IT services who provides an exemplary support service to the company’s highly valued clients putting the client’s needs at the forefront of everything the company does.

Main Responsibilities:

§  Have a detailed understanding (including the rationale and benefits) of & be proficient in executing and adhering to department processes.

§  Working within a team environment, persons fulfilling this role will be responsible for investigating and resolving application and system issues across multiple products.

§  Through IT Service Management tooling to collect information relating to client requirements pertaining to incidents and service requests.

§  Escalating/engaging with Technical Support, development and service delivery management teams as required.

§  Have a strong knowledge of the business processes and associated products which the company sells to help clients deliver their business processes.

§  Developing an understanding of customer’s business and operational environment.

§  Enhancing product knowledge and help centre articles to support both business and technical understanding.

§  Prioritising issues according to business impact and workload, and escalating within the Business Support team as needed.

§  Manage time optimally to ensure contract service level agreements and client expectations are managed and met.

§  Attend regular client meetings and engage with key stakeholders in projects and client support teams.

§  Be capable of providing basic levels of training as needed internally and externally.

§  Visit client offices, and work remotely alongside clients as needed according to demands and any upgrades/periods of increased risk.

§  Participate in Service transition, ensuring readiness for projects moving to BAU.

§  Ensure that any risks are raised with senior management or via standard process.

§  Ensure that client’s data is secure and properly managed.

§  Any other duties commensurate to the grade of the role.

Knowledge and Experience:

Essential

§  A formal tertiary qualification, preferably a completed degree in computer science, business information systems or similar.

§  Acquired experience (2+ years) within a customer-facing software support role.

§  Able to communicate effectively with both customers (technical and non-technical) and internal stakeholders.

§  Strong problem-solving skills – demonstrate ability to investigate and resolve a variety of software issues, business process focused to more technical database issues.

§  Affinity for working with complex software products.

§  Ability to prioritise and resolve issues to high standards.

§  Confidence to seek support of peers and management as required.

§  Good grasp of Microsoft Office.

§  Understanding of relational databases and server architecture and a proficient ability to write SQL queries.

Desirable

§  Strong levels of SQL database query writing.

§  Experience working in the insurance industry (especially London Market – Underwriting and/or Broking).

§  Understanding of SQL Server Management Studio / SQL Server Profiler.

§  Proficient with SQL Server Query Analyser.

§  Exposure to web technologies – IIS / CSS / XML.

Grade:

13

Date:

December 2019

Version:

V2.0