Application Support Analyst - Mid-Level - (Hybrid working)
- Full-time
- Verisk Business: Specialty Business Solutions
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.
Role Purpose:
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.
Main Responsibilities:
- Have a detailed understanding of & be proficient in executing and adhering to department processes.
- Investigating and resolving application and system issues across multiple products.
- Collecting information relating to client requirements pertaining to incidents and service requests through IT Service Management tooling.
- Escalating/engaging with Technical Support, development and service delivery management teams as required.
- 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.
- Managing time optimally to ensure contract service level agreements and client expectations are met.
- Attending regular client meetings and engaging with key stakeholders in projects and client support teams.
- Providing basic levels of training as needed internally and externally.
- Visiting client offices and working remotely alongside clients as needed.
- Participating in Service transition, ensuring readiness for projects moving to BAU.
- Ensuring that any risks are raised with senior management or via standard process.
- Ensuring that client’s data is secure and properly managed.
- Any other duties commensurate to the grade of the role.
Knowledge and Experience:
- 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.
- Affinity for working with complex software products.
- Ability to prioritise and resolve issues to high standards.
- Good grasp of Microsoft Office.
- Understanding of relational databases and server architecture and a proficient ability to write SQL queries.
- 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.
Verisk Analytics is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.
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