Application Support Analyst (Hybrid working)

Role Purpose:

Hybrid / London 2 days

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.

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.  In addition to our Great Place to Work® Certification, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.

We’re 7,000 people strong.  We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Extreme Event Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.

Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Marketing Solutions — delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. 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.

http://www.verisk.com/careers.html

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

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