Application Support Analyst - Mid-Level - (Hybrid working)

Application Support Analyst - Mid-Level - (Hybrid working)Full-timeVerisk Business: Specialty Business SolutionsVerisk 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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