Senior Analyst - Product Support Department: IT Employment Type: Permanent - Full Time Location: Home United Kingdom Reporting To: Agile Coach Description Previous managerial/supervisory experience is essential Davies is seeking a dedicated and experienced Senior Product SME to join our forward-thinking, award-winning in-house Product Support Team. This role involves providing comprehensive product support and input to both business users and internal IT development teams, playing a key role within the Davies UK & I IT structure. The ideal candidate will have a solid understanding of IT Service Management, strong problem-solving skills, and the ability to lead and support a team of Product SMEs. What will your day look like: Product Support and Development: Provide in-depth product knowledge to business users and IT development teams Prioritize, investigate, and resolve issues for end users Identify and prioritize product improvements Coordinate releases across the product estate Team Leadership: Support the team of Product SMEs and Associate SMEs Act as the first point of contact for removing blockers and assisting with work prioritization Deal with escalations from business stakeholders Champion Problem Management and lead by example in terms of increasing problem resolution across the team Deputize for the Product Support Manager as needed Internal Collaboration: Assist internal development teams with monitoring, analysis, testing, and providing feedback on developed features Attend Service Reviews with business stakeholders Lead on Service Management reporting Manage Major Incidents through to resolution Specialization and Flexibility: Maintain a specialization in a particular product while having the ability to cover support for other products Learn and understand the workings of various applications to resolve issues effectively Knowledge and Abilities: Extensive experience in supporting products and/or services Experience in leading and mentoring a team Strong legal knowledge coupled with a good working knowledge of insurance processes Excellent problem-solving skills and the ability to prioritize and resolve issues Strong communication and interpersonal skills Ability to work independently and collaboratively in a fast-paced environment A keen interest in learning how applications work to resolve issues effectively Benefits Career & Purpose Davies Innovation Lab Leadership training programme Funding for professional qualifications Thrive at Davies; learning opportunities Environmental & Social The Davies Foundation Local charity funding Pennies To Heaven Employee Resource Groups Employee volunteering programme Financial Health Pension, 5% employee and 5% employer contribution My Choices at Davies provides; High Street discounts and Financial wellbeing hub Life assurance: x4 Refer a Friend Cycle to Work Scheme Lease car salary sacrifice Davies Incentive Plan Enhanced maternity, paternity and adoption pay Mental, Physical & Emotional Wellbeing Wellbeing centre; move, munch, money & mind focus Discounts with 100's of UK retailers EAP; 24/7 confidential helpline 25 days holiday, increases to 26 days after 5 years and 27 after 10 years Flexible working; hybrid, work from home or join a collaborative office space Dress for your day Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan INDUKI