Business Support Analyst London, England
Job description
We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.
Company: Sequel Business Solutions Ltd
For the past 25 years, Sequel Business Solutions has grown from being a trusted consultancy to becoming a leading insurance and reinsurance software specialist. With our headquarters based in London EC2, we employ talented insurance and technical experts who understand the market and our clients’ business.
Now, as part of the Verisk Analytics family, that legacy is even stronger. Aligning with the world’s leading data analytics company extends our ability to help clients overcome the toughest challenges.
Together we deliver a powerful suite of software which provide full end-to-end management of all insurance and reinsurance business. Our clients are able to grow and better manage their business through greater efficiency, flexibility, and data governance.
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 primary 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 III is generally someone who has more than 5 years of experience in IT development and/or support disciplines who provides an exemplary support services to Sequel’s highly valued clients putting the client’s needs at the forefront of everything Sequel does. Persons filling this role will generally be expected to become an expert in a specific business area or product area and will be able to lead others, command control of complex situations and use general experience to drive problems and client requirements delivery to and efficient and effective closure. Persons filling this role will also be expected to help ensure the general department capabilities are constantly being augmented and developed.
Main Responsibilities:
- Have a detailed understanding (including the rationale and benefits) of & 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.
- Leading a team (not line management) in investigating and resolving complex 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 expert knowledge of the business processes and associated products which Sequel sells to help clients deliver their business processes.
- Ensure that Sequel maintains accurate understanding of customer’s business and operational environment.
- Creating and managing 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 for individual and department demands.
- Attend regular client meetings and engage with key stakeholders in projects and client support teams.
- Providing detailed 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.
- Lead Service transition initiatives 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.
Essential
- A formal tertiary qualification, preferably a completed degree in computer science, business information systems or similar
- Acquired experience (5+ 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
- Expertise in a business area or Sequel product domain
- Affinity for working with complex software products
- Leadership of 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 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
- Expert knowledge in multiple business areas or IT development disciplines
Additional Information
In 2022, Verisk received Great Place to Work® Certification for our outstanding workplace culture for the sixth year in a row and second-time certification in the UK, Spain, and India. We’re also one of the 38 companies on the UK’s Best Workplaces™ list and one of 18 companies on Spain’s Best Workplaces™ list.
For over fifty years and through innovation, interpretation, and professional insight, Verisk has replaced uncertainty with precision to unlock opportunities that deliver significant and demonstrable impact. From our historic roots in risk assessment, we’ve grown to provide analytic insights that help transform industries focused on some of the world’s most critical areas. Today, the insurance industry relies on Verisk to be, and to make the world, more productive, resilient, and sustainable.
Everyone at Verisk—from our chief executive officer to our newest employee—is guided by The Verisk Way, to Be Remarkable, Add Value, and Innovate.
- Be Remarkable by doing something better each day in service to our customers and each other
- Add Value by delivering immediate and sustained results that drive positive outcomes
- Innovate by redefining what’s possible, embracing challenges, and pushing boundaries
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.
#LN-WB1
