Job Description

We place a premium on meeting our customers' high expectations of our products. Through contracted support services our support team plays a key role in delivering service to our operationally live clients.


The goal of the Service Operations team is to deliver excellent service that we can take pride in through accuracy, efficiency, data driven decision making and automation. The Service Operator I role is an entry role into this team, mainly focused on processing Service Requests from internal and external stakeholders as well as helping to standardise the processes for these requests.


The Service Operator I is expected to be receptive to Continuous Improvement initiatives and start to contribute their own ideas for improving the Service. They should be able to identify tickets that have not lead to customer success and raise them in team meetings or escalate them.



Service Request Processing + Understand our Service Operations processes
+ Identify that a ticket is a request for a particular process
+ Carry out the process accurately
+ Deal with most process deviations and escalate when unable to
Defining, creating and implementing new Service Requests + Communicate with wider team members about new Service Operations Processes and help to document and standardise them such that they can be routinely handled by any Service Operator
+ With support from the team, analyse and document new processes
+ Help improve and suggest ideas for existing Service Requests, including assisting with Service Request automations
Identification of Service Operation Processes + Build relationships with wider team and start to understand opportunities to bring Service Requests into Servicing Team
Other general responsibilities + Have an awareness of & be proficient in executing and adhering to department processes in which training has been supplied
+ Working within a team environment - helping colleagues to achieve team goals
+ Through IT Service Management tooling to collect information relating to client requirements pertaining to service requests
+ Undertake administrative tasks needed to deliver support services to the clients
+ Escalating/engaging with Technical Support, Development, Client Environment Management and Service Delivery Management teams as required
+ Have a basic awareness knowledge of some business processes and associated products which Verisk sells to help clients deliver their business processes
+ Developing an understanding of customers' business and operational environment
+ Assisting with the creation of help centre articles and internal training materials to support business and technical understanding of others
+ Ensure that any risks are raised with senior management or via standard process
+ Ensure that clients' data is secure and properly managed


A formal tertiary qualification, preferably in computer science, business information systems or other subject which involves some degree of technical analysis, and/or, professional experience which is clearly evidencable

Skills:



+ Strong attention to detail
+ Able to communicate effectively with both customers (technical and non-technical) and internal stakeholders
+ Motivated, Self Starter
+ Able to manage own workload and manage expectations of stakeholders
+ Confidence to seek support of peers and management as required
+ Good grasp of Microsoft Office


Desirable:
Awareness of ITIL (v3 or v4) concepts + Exposure to programming languages and a strong technical background
+ Strong problem-solving skills
+ Customer Experience Qualifications
+ Basic knowledge of SQL
+ Basic knowledge of the Insurance Industry
+ Knowledge of Microsoft Sharepoint


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/


Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.