Description
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
Strong legal knowledge coupled with a good working knowledge of insurance processes
Excellent problem-solving skills and the ability to prioritize and resolve issues
Experience in leading and mentoring a team
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
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.
Our global team of more than 6,500 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.