Company Description
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: verisksequel.com .
Job Description
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 Sequel’s highly valued clients, putting the clients’ needs at the forefront of everything Sequel 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.
- Utilize IT Service Management tooling to collect information relating to client requirements pertaining to incidents and service requests.
- Escalate/engage with Technical Support, development and service delivery management teams as required.
- Have a strong knowledge of the business processes and associated products which Sequel sells to help clients deliver their business processes.
- Develop an understanding of customers’ business and operational environment.
- Enhance product knowledge and help centre articles to support both business and technical understanding.
- Prioritize issues according to business impact and workload, and escalate 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 clients’ data is secure and properly managed.
Qualifications
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; from business process focused to more technical and database issues.
- Affinity for working with complex software products.
- Able to manage a dynamic workload and effectively manage expectations of stakeholders.
- Ability to prioritize 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.
- 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 Analyzer.
- Exposure to web technologies – IIS / CSS / XML.
Additional Information
For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.
At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.
For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland. We value learning, caring and results and make inclusivity and diversity a top priority.
Verisk Analytics is an equal opportunity employer.
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