Senior Application Support Analyst

Overview

Application Support Analyst III role  role is to help deliver contracted Business-As-Usual support services typically adhering to ITIL v4 framework across Service Operations, Service Transition and Continuous Service Improvement.

The role requires more than 5 years of experience in IT development and/or support disciplines, providing exemplary support to clients and leading others in complex situations. The focus is on delivering client requirements and continuously augmenting department capabilities.

• Have a detailed understanding (including the rationale and benefits) of and be proficient in executing and adhering to department processes
• Drive service improvements, department skill levels, operational efficiency initiatives and client results upwards, including process definition, documentation and deployment to the rest of the department
• Lead a team (not line management) in investigating and resolving complex application and system issues across multiple products
• Utilise 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 expert knowledge of the business processes and associated products to help clients deliver their business processes
• Ensure that the organisation maintains an accurate understanding of the customer’s business and operational environment
• Create and manage product knowledge and help centre articles to support both business and technical understanding
• Prioritise issues according to business impact and workload, escalating within the Business Support team as needed
• Manage time to ensure contract service level agreements and client expectations are met
• Attend regular client meetings and engage with key stakeholders in projects and client support teams
• Provide detailed levels of training as needed internally and externally
• Visit client offices and work remotely alongside clients as needed
• Lead service transition initiatives ensuring readiness for projects moving to BAU
• Raise risks with senior management or via standard process
• Ensure that client data is secure and properly managed

• A formal tertiary qualification, preferably a completed degree in computer science, business information systems or similar
• 3+ years of experience in a customer-facing software support role
• Effective communication with both customers (technical and non-technical) and internal stakeholders
• Strong problem-solving skills with ability to investigate and resolve a variety of software issues
• Expertise in a business area or product domain
• Affinity for working with complex software products
• Experience leading others to deliver problem-solving solutions
• Ability to prioritise and resolve issues to high standards
• Strong understanding of risk management, workload management and governance & control
• Confidence to lead from the front and engage with staff across the organisation as required
• Good grasp of general IT development and delivery disciplines
• Detailed understanding of relational databases and server architecture and proficient SQL query writing

• Experience in the insurance industry (London Market – Underwriting and/or Broking)
• 5+ years of experience in a customer-facing software support role
• Strong SQL database query writing
• Familiarity with SQL Server Management Studio / SQL Server Profiler
• Exposure to web technologies – IIS / CSS / XML / Java Script
• Lean Six Sigma Yellow Belt

For over 50 years, Verisk has been a leading data analytics and technology partner to the global insurance industry, delivering value to clients through expertise and scale. Verisk offers work flexibility, support, coaching, and training to help you succeed. Verisk has been recognized as a Great Place to Work in multiple regions and is committed to workplace culture, inclusivity, and diversity.

Verisk Businesses include Underwriting Solutions, Claims Solutions, Property Estimating Solutions, Extreme Event Solutions, Specialty Business Solutions, Marketing Solutions, Life Insurance Solutions, Verisk Maplecroft, and more. Verisk Analytics is an equal opportunity employer. All qualified applicants will be considered without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran status, age or disability.

Unsolicited resumes will be considered Verisk property. Verisk will not pay a fee for any placement resulting from unsolicited resumes.

• Mid-Senior level

• Full-time

• Information Technology

• Information Services