Application Support Analyst

Wise May are currently recruiting for an engaging and proactive Business Application Support Analyst to join a leading Global Speciality Insurance Broker. As a Business Application Support Analyst you will be a fundamental member of the IT team, responsible for providing 1st and 2nd line business application support to internal employees.

This is a full time, permanent role, with hybrid working and the hours are 9am-5pm.

Business Application Support Analyst duties and responsibilities:

• Perform 1st and 2nd tier troubleshooting of bespoke business insurance systems.
• Diagnose, troubleshoot, and resolve incidents from internal users of business applications within defined processes and service standards.
• Provide vital operational support to geographically dispersed insurance production teams.
• Build relationships with employees by establishing trust and being an advocate for the employee.
• Log and manage end-user incidents in the Service Management System, ServiceNow.
• Escalate incidents requiring further troubleshooting or elevated privileges.
• Follow up with employees regarding the resolution of incidents.
• Monitor and manage the overall integrity of the data within insurance systems.
• Author knowledge articles for reference by employees and the support team.
• Provide after-hours "on-call" support to employees during assigned periods.

Business Application Support Analyst key skills and experience required:

• Strong experience providing 1st and 2nd line business systems support within an Insurance organisation.
• Proven ability to learn and use Insurance software business systems.
• Experience of using ServiceNow or a similar IT service management platform.
• Working knowledge of Microsoft Office technologies.
• Strong customer service skills with the ability to be positive and supportive in phone conversations with employees and via email.
• Ability to confidently and accurately listen, paraphrase, and provide business process and technical details to others in an effort to resolve an issue.
• Ability to follow structured processes to log, update and resolve support tickets in the IT Service Management system.
• Ability to use documented procedures, knowledge articles and other reference materials to solve issues.
• Effectively engage with support team members to learn and share knowledge and continue to grow individual skills and contributions.
• Ability to handle multiple tasks simultaneously, organise tasks effectively and prioritise your workload.
• Self-motivated to build contextual awareness of business scenarios, data relationships and software functions to continuously improve and grow career.
• Ability to work flexible/extended hours, if needed.

Benefits

• Flexible Annual Leave Policy
• Enhanced Family Care Benefits
• Pension
• Private Health Insurance
• Life Insurance Scheme
• Income Protection Scheme
• Dental Plan
• Wellbeing Subsidy
• Annual Volunteering day