Application Support Analyst III

Verisk; City of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading data analytics company in the UK is seeking an Application Support Analyst III to oversee application issues and drive improvements. The ideal candidate will have over 3 years of experience in software support, excellent communication skills, and strong SQL knowledge. Join a nurturing environment offering flexibility and professional growth.

Benefits

Work flexibility

Coaching and training support

Inclusive and diverse workplace

Qualifications

• 3+ years in a customer-facing software support role.
• Ability to resolve technical and database issues effectively.
• Strong understanding of relational databases and server architecture.

Responsibilities

• Lead investigations and resolve complex application issues.
• Drive service improvements and efficiency initiatives.
• Manage product knowledge and create support articles.

Skills

Customer communication

Problem-solving

Software troubleshooting

Leadership skills

Risk management

SQL proficiency

Education

Degree in computer science or related field

Tools

SQL Server Management Studio

IIS

JavaScript

Job description

Overview

Join to apply for the Application Support Analyst III role at Verisk.

Responsibilities

• Have a detailed understanding (including the rationale and benefits) of and be proficient in executing and adhering to department processes
• Drive service improvements, department skill levels, operational efficiency initiatives and client results upwards, including process definition, documentation and deployment to the rest of the department
• Leading a team (not line management) in investigating and resolving complex application and system issues across multiple products
• Through IT Service Management tooling to collect information relating to client requirements pertaining to incidents and service requests
• Escalating/engaging with Technical Support, development and service delivery management teams as required
• Have expert knowledge of the business processes and associated products which Sequel sells to help clients deliver their business processes
• Ensure that Sequel maintains accurate understanding of customer’s business and operational environment
• Creating and managing product knowledge and help centre articles to support both business and technical understanding
• Prioritising issues according to business impact and workload, and escalating within the Business Support team as needed
• Manage time optimally to ensure contract service level agreements and client expectations are managed and met for individual and department demands
• Attend regular client meetings and engage with key stakeholders in projects and client support teams
• Providing detailed levels of training as needed internally and externally
• Visit client offices, and work remotely alongside clients as needed according to demands and any upgrades/periods of increased risk
• Lead Service transition initiatives ensuring readiness for projects moving to BAU
• Ensure that any risks are raised with senior management or via standard process
• Ensure that client’s data is secure and properly managed

Essential Qualifications

• A formal tertiary qualification, preferably a completed degree in computer science, business information systems or similar
• Acquired experience (3+ years) within a customer-facing software support role
• Able to communicate effectively with both customers (technical and non-technical) and internal stakeholders
• Strong problem-solving skills – demonstrate ability to investigate and resolve a variety of software issues; from business process focused to more technical and database issues
• Expertise in a business area or Sequel product domain
• Affinity for working with complex software products
• Leadership of others to deliver problem solving solutions
• Ability to prioritise and resolve issues to high standards
• Strong understanding of risk management, workload management and governance & control
• Confidence to lead from the front and engage with staff across the organisation as required
• Good grasp of general IT development and delivery disciplines
• Detailed understanding of relational databases and server architecture and a proficient ability to write SQL queries

Desirable Qualifications

• Experience working in the insurance industry (especially London Market – Underwriting and/or Broking)
• Acquired 5+ years of experience within a customer-facing software support role
• Strong levels of SQL database query writing
• Understanding of SQL Server Management Studio / SQL Server Profiler
• Exposure to web technologies – IIS / CSS / XML / JavaScript
• Lean 6 Sigma yellow belt

About Us

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. Verisk is recognized as a Great Place to Work® and values learning, caring and results with inclusivity and diversity as a top priority. We are 7,000 people strong and pursue innovation while translating big data into big ideas.

EEO and Policies

Verisk Analytics is an equal opportunity employer. All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk’s minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.