IT Senior Support Analyst
The Senior Support Analyst is responsible for working closely with the existing support managers and providing technical direction where necessary to the wider support groups as well as being able to communicate and work closely with our business partners.
You will be tasked with the maintenance and enhancement of the org which hosts our bespoke inhouse application built on the Salesforce platform which utilises SFi and Certinia technologies.
You will work with a team of support analysts responsible for resolving and fulfilling systems and application incidents and requests through Service Management tools and processes.
You will be pro-active in carrying out system maintenance and continuous improvement strategies, and at times be required to assist in the application and system testing function as requested.
Key Responsibilities / Accountabilities
* Work closely with the support managers to ensure key platforms, processes and supporting services are working as designed and up to date with regards to industry standards, utilising internal and offshore resources and capabilities.
* Ensure the quality and delivery of service delivers on time, are in line with agreed service levels and processes, and meets business expectations.
* Analysing and managing complex support issues, providing both detailed and executive level reporting to the Head of the Service Function.
* Own major issues from initial report to resolution, communicating with IT Senior Management and Customers regularly regarding issue status
* Ensure transition of knowledge to enhance the Support team technical abilities and increase first time fix rates.
* Manage the creation of knowledge articles/transfer on relevant processes and procedures required for the Support Team to carry out their role effectively and efficiently.
* Examine complex problems assigned to them, working with other IT and business resources to determine root-cause analysis, identifying the severity and impact, and proposing resolutions to stop these happening again.
* Manage System and application changes and releases on the Salesforce platform in conjunction with the Head of Delivery, whilst also assessing impact, risks and value of these.
* Ensure systems and applications are stable and fully functional after any system application change or release has taken place.
* Liaise with Business users, analysts and system developers, when requested to carry out any systems or application testing.
* Working with and contributing to the IT Service Leadership team.
* Liaise with vendors as required to undertake duties in your role.
* Strong understanding of ITSM processes.
* Ability to confidently engage with senior business representatives.
* Solid understanding of application development lifecycles and methodologies.
* Self-motivated, autonomous, detail oriented and passionate about delivering high quality systems.
* Ability to work in Agile and Waterfall change environments.
* Ability to work on and prioritise multiple work-streams effectively.
* Continuously strive to improve the quality of service delivery, processes and communications.
* Provide cover to the existing support managers where required.
Knowledge and Experience
Essential
* 3 years + proven experience of administering a complex Salesforce Org.
* Salesforce Administration Certification.
* Experience in delivering exceptional, customer focused and service driven support for a Salesforce based platform.
* Strong experience in administration, configuration and support of business applications, both internally built and vendor solutions.
* Proven record of working in a fast paced dynamic work environment (5 years +).
* Ability to effectively analyse and resolve complex system problems.
* Experience of working with offshore providers.
* Ability to translate complex technical issues to a level that are appropriate for consumption by end users.
* SQL skill - Ability to create complex SQL reports.
Desirable
* Good general understanding of Insurance platforms and products.
* Experience of working in a rapidly changing IT environment.
* Commercial experience in testing web or back office applications.
* Awareness of Compliance & Regulatory Responsibilities.
* ITIL Foundation Certificate Desirable.
* Management and Leadership Qualification Desirable.
* London Markets Insurance experience.
* Ability to write / maintain scripts written in Python, Power Automate etc.
What do we offer in return?
A career that you define.
Yes, we offer all the usual rewards and benefits - including great healthcare provision, a wide variety of wellbeing offers, competitive salary, generous pensions and more - but we know you expect all that.
What you might not expect is a job where everyone has a voice, where volunteering in the community is part of the day job, and where everyone is encouraged to play a part towards our sustainability goals. We want people who want to make a difference - not just in the workplace, but in the industry and in the wider community.
Our culture: People First
Our core values dictate how we live and work. We are a group with independence and people at its heart and we are a home for talent with a unique culture: the biggest small company in the world.
The focus on being a People First business has always been at the very heart of the Group; Our vision was to create an independent business with a unique culture and one that would survive and thrive as a business controlled by the people working for it. And finding the most talented and entrepreneurial people to join the Group has been and will continue to be key.
Diversity & Inclusion
We consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.
What do we offer in return?
A career that you define. We value diversity. Instead, we’re looking for individuals who share the same values as us:
* Our successes have all come from someone brave enough to try something new
* We support each other in the small everyday moments and the bigger challenges
* We are determined to make a positive difference at work and beyond
Reasonable adjustments
We're committed to providing reasonable accommodations to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.
If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.
*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.