Job Description

We deliver dependable and scalable support services aligned to our clients' needs. Through a customer-focused approach and continuous improvement, we build long-term partnerships that increase client value. We make each interaction positive and valuable, setting the standard for support in our industry.


The role of a Business Support Analyst II is to help deliver contracted Business-As-Usual support services typically adhering to ITIL v4 framework of ITIL v4 framework of Service Operations, Service Transition and Continuous Service Improvement.


A Business Support Analyst III is someone who has more than 2 years of experience in IT development and/or application support disciplines and provides an exemplary support services to VSBS highly valued clients putting the client's needs at the forefront of everything VSBS does. Persons filling this role will generally be expected to have a strong grounding in a specific business area or product area, be able to confidently manage their own workload; have excellent customer service and communication skills and be confident to help train and nurture junior members of the team.



Triage, prioritise and investigate both simple and complex user reported issues or service requests which are raised via IT Service Management tooling, initiating client calls where suitable to ensure most efficient route to resolution. Provide exceptional customer service through effective and valuable communication Working within a team environment to reproduce issues, provide workarounds and identify root causes of issues across multiple products Have a strong knowledge of the business processes and associated products which Sequel sells to help clients deliver their business processes Escalating/engaging with Technical Support, Development, Managed Service and Service Delivery Management teams as required Undertake other administrative tasks needed to deliver support services to the clients Contribute to internal knowledgebases Grow understanding of the London insurance market and associated business processes Develop an understanding of customers' business needs and operational environments Assist with the creation of help centre articles which will improve the support service VSBS provides its customers 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 Attend regular client meetings and engage with key stakeholders in projects and client support teams Be capable of providing basic 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 Participate in Service transition, ensuring readiness for projects moving to BAU Ensure that any risks are raised with senior management or via standard process Contribute to continuous improvement (CI) of the VSBS support service Adhere to corporate policies, procedures and standards Ensure that data security and data privacy corporate guidelines and processes are followed Ensure that clients' data is secure and properly managed

Essential

A formal tertiary qualification, preferably a completed degree in computer science, business information systems or similar Acquired experience (2+ years) within a customer-facing software support role Able to communicate effectively with both customers (technical and non-technical) and internal stakeholders Comfortable working within a team; ability to motivate and listen to team members 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 Able to demonstrate the ability to investigate and resolve a variety of software application issues; from business process focused to more technical and database issues Affinity for working with complex software products Able to manage a dynamic workload and effectively manage expectations of stakeholders Ability to prioritise and resolve issues to high standards Confidence to seek support of peers and management as required Good grasp of Microsoft Office Understanding of relational databases and server architecture and a proficient ability to write SQL queries

Desirable

Highly proficient in construction of of SQL database queries Good understanding of SQL Server Management Studio / SQL Server Profiler Experience working in the insurance industry (especially London Market) Exposure to web technologies - IIS / CSS / XML / JavaScript Lean 6 Sigma yellow belt Experience with Sharepoint / other document management systems ITIL foundation level / working understanding of ITIL concepts

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.


For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland. We value learning, caring and results and make inclusivity and diversity a top priority. In addition to our Great Place to Work Certification, we've been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World's Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.


We're 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions -- provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision


Claims Solutions -- supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences


Property Estimating Solutions -- offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient


Extreme Event Solutions -- provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.


Specialty Business Solutions -- provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance


Marketing Solutions -- delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement


Life Insurance Solutions - offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.


Verisk Maplecroft -- provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger


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.


https://www.verisk.com/company/careers/


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