Senior Professional Systems Analyst

To support our clients XFI insurance software implemented across London Market, General and Health insurance markets. The support team support sits across an international footprint, with clients opting for either dedicated or non-dedicated team support. The role requires the use of SQL Server and XFI application tools to provide issue resolution in line with contracted SLA’s as well as helping develop additional functionality as required by clients. A Senior Support Analyst will also be expected to provide elements of mentoring and training to team members and to support the role of the Support manager when required.

Key Accountabilities and Responsibilities:

• Supporting client’s existing configurations and day-to-day queries.
• Using analytical skills to debug and troubleshoot configuration or systemic issues.
• Conduct triage and analysis of support requests from the client whilst adhering to contracted SLA’s.
• Estimation and design of solutions to insurance issues.
• Gathering and interpreting client business requirements.
• Documenting and planning of fixes/changes required.
• Development of fixes/changes utilizing both SQL Server /Oracle and DXC’s XFI application tools.
• Conducting developer testing and peer reviews.
• Deployment of fixes/changes into client systems adhering to client specific release processes

and audit requirements.

• Communicating with client at all stages of development lifecycle to provide excellent customer

service.

• Demonstrate fixes/changes with end users and assist in QA and UAT testing efforts.
• Work a shift pattern or on-call rota within the support team to cover core contracted support hours if/when required (dependent on client and product experience).
• Have the experience to independently support a client (or group of clients) with BAU issues through the full development lifecycle without need of assistance.
• To design, develop, review and execute system test scripts.
• To prepare technical system documentation as reference for testing and support as required.
• To proactively and effectively work with internal and external teams when required to achieve issue

resolution.

• To proactively escalate issues with line manager when required.
• To proactively ensure that coding standards and best practice approaches adhered to and updated

when required.

• Entering time reporting in to current time reporting system on a weekly basis to allow invoicing to

occur.

• Provide mentoring and training to team members.

• To provide cover and assistance to the support manager when required and to assist with release management and client meetings.

Essential Skills/Qualifications:

• Excellent problem-solving skills.
• Knowledge and understanding of database design best practice
• Worked in either a BA or second line software support role
• Ability to produce documentation to a high standard.
• Ability to work on your own as well as part of a team.
• Excellent communication skill across all communication mediums to include face to face meetings, conference calls, web ex sessions, status reports and e mail correspondence
• Ability to advise and influence client directions in relation to scope, time, costs and approach.
• Ability to take decisions at the appropriate time, considering the needs of the situation, priorities, constraints and the availability of necessary information.
• Self-starter.
• Availability to travel to client sites both domestic and international should the need arise.
• Hard-working, enthusiastic and enjoys being challenged.
• Able to demonstrate examples of learning new software tools/products.
• Minimum 2 years active experience of using SQL Server/Oracle. Must be confident in all aspects of SQL including:
• Stored procedures / Triggers / Views / Functions / Indexes.
• Table creation and maintenance requiring detailed data entry.

Desirable Skills/Qualifications:

• The ability to confidently present information to internal and external clients
• Ability to conceptualize and build complex system architectures using our clients XFI Software and the database together. Ability to interpret errors to resolve problems.
• Minimum 2 years’ experience of or exposure to insurance industry practices and/or systems.
• Experience in data analysis and reporting.
• Understanding of metadata systems.
• Knowledge of development life-cycle best practices.
• Detailed knowledge of Windows environments.
• Other programming experience
• ITIL Qualification
• Knowledge of development life-cycle best practices
• Minimum 2 years’ experience of or exposure to insurance industry practices and/or systems.