Business Application 1st & 2nd Line Support Analyst
London office and flexible working
The Company
Ambitious growth calls for ambitious people, which is why we focus our energy on inspiring and supporting our colleagues every step of their self-development journey at SRG. You’ll often hear us say that people and culture is at the heart of everything we do. Our People & Culture team lead our pursuit of creating a culture where colleagues are both engaged and motivated to be their best at work. People are the first element of our business plan, ensuring our colleagues are at the forefront of all business decisions – meaning you’ll be working for a company that genuinely cares about you!
The Role
This is a Group level role supporting the Group Business Application Support and Service Desk. We are a small but effective team who pride ourselves in our customer-service and “can-do” attitude. We work closely together to share knowledge and skills to be the best we can be.
The Business Application Support Analyst will be part of a team that is integral to acquisition application integrations, responsible for the support/BAU configuration for several application systems and the change request cycle.
Initially, you will support Acturis and riskSERVE users in BAU with the opportunity to be a part of Projects, working closely with other team members.
The role requires the individual to provide 1st and 2nd line support for a small number of applications, triaging, managing, actioning, and escalating tickets received into the Business Applications team via a dedicated portal.
Key Responsibilities
The key responsibilities of the role include, but are not exclusive to:
* Responsible for application support activities including maintenance, administration, 1st/2nd line support, testing, and QA of new functionality.
* Ownership of the triage process of the Application incidents/problems/change requests.
* Troubleshoot and triage reported Application problems, diagnose and solve incidents/problems, and escalate to team members when unable to resolve.
* Incident and problem management.
* Provide exceptional service support to the business.
* Provide solution(s)/work around(s) to incidents and problems.
* Contribute to policies, processes, and procedures.
* Manage configuration changes through agreed process.
* Manage and maintain system document templates such as User Guides.
* On/offboarding of users.
* Miscellaneous job-related duties as assigned.
* Work to SLA thresholds for incidents, requests, and problems.
* Prioritising and managing multiple open cases across applications.
* Establish a good working relationship with other team members, business users, and 3rd party suppliers.
* Keep up to date with functionality changes to Applications.
* Monitor the ticket system for trends and escalate where required.
About You
* Previously worked in a similar role supporting Acturis, ideally for 2 years or more.
* Challenge the business to properly and appropriately define the changes necessary to deliver the business outcomes that are being sought.
* Ability to facilitate remote sessions with business/external parties.
* Be enthusiastic and willing to learn new applications.
* Ability to work effectively in a fast-paced environment.
* Follow the company’s systems and procedures at all times to ensure compliance in all aspects of work.
* Adhere to all Group Policies.
* Ability to work independently as well as part of a team.
* Actively contribute to problem solving and support other members of the team.
* Be helpful and treat colleagues with courtesy.
* Respond and relate well to peers and those in positions of authority.
Technical Skills
* Experience with Acturis configuration is essential.
* Experience of building and maintaining Acturis document templates, Complex and Simple, is desirable.
* Experience of working with Acturis Workflows is desirable.
* Experience with other Insurance or Broking Administration systems is desirable.
Systems/Processes Knowledge
* IT knowledge – Acturis Broking Administration System.
* IT knowledge – Microsoft packages.
* Has a detailed understanding of the appropriate Microsoft suite and other packages used to produce documentation and process information, as well as using applications such as conferencing and data management solutions.
To apply, please submit your C.V. and any relevant supporting documentation via email, stating which role you are interested in.
If you are interested in developing your career with SRG, we'd love to hear from you.
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