Technical Support Analyst - London

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Technical Support Analyst

London

The IT team support and manage all of the systems used by the underwriting, claims and back office functions of offices located throughout the International operation. These systems are a combination of 3rd party solutions, in-house applications and Microsoft packages.

You will therefore be responsible for supporting key business applications, implementing enhancement releases, and documenting processes & procedures by liaising with the wider IT team and working closely with 3rd party vendors.

The role will also involve working on key projects to facilitate the implementation, roll-out, documentation, and user training of business systems and IT services.

RESPONSIBILITIES:

* Gain a comprehensive understanding of in-house & 3rd party business systems across Policy Administration, Workflow & Document Management, Aggregation, Pricing, and Reporting.

* Provide day to day support for user queries and problems relating to business systems.

* Coordinate and implement enhancements releases and support rollout activities.

* Investigation of problems with systems and liaison with development teams to ensure correction and testing of bugs found in custom built systems.

* Liaison and coordination with 3rd party support teams to ensure problems are investigated and rectified in a timely manner.

* Ensures that support activities and metrics are within defined SLAs and KPIs.

* Comprehensive documentation of application environments, data-flows, and support processes.

* Adherence to company and SOX standards. Involvement in periodic audits of IT processes by internal and external auditors.

* Proactively propose and prototype new ideas/approaches.

* Ability to work independently or as part of a small team.

TECHNICAL SKILLS:

* Experience of off-the-shelf insurance applications such as: Subscribe, Genius, ImageRight, Exact Advantage, Igloo, MMT.

* Experience of supporting the Subscribe underwriting system - desirable

* Experience of the Exact Advantage aggregation system - desirable

* Hands on experience of configuring and deploying vendor applications. - essential

* Working knowledge of Windows 7, Server 2008/2012 - essential

* Good Experience of web server technology e.g. IIS.

* Good understanding and experience of SQL database management systems

* Knowledge of Microsoft Active Directory

* Good Technical Writing Skills

* Working knowledge of industry best practices, ITIL (incident, problem, change, release).

* Basic knowledge of SDLC processes.

* Knowledge and understanding of general infrastructure components