Verisk - Business Support Analyst - ITIL Framework

Description :

The role of a Business Support Analyst I 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 I is someone who has 6-12 months experience in an application support role or can demonstrate an aptitude for problem solving through their education/work experience.

The candidate will be able to demonstrate strong potential to provide an exemplary support service to Verisks highly valued clients putting the clients needs at the forefront of everything Verisk does.

Key Activities and Responsibilities :

- Triage, prioritise and investigate user reported issues or service requests which are raised via IT Service Management tooling

- 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

- 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

- 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

Essential :

- 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

- Able to communicate effectively with both customers (technical and non-technical) and internal stakeholders

- Able to manage own workload and manage expectations of stakeholders

- Confidence to seek support of peers and management as required

- Comfortable working within a team and building effective working relationships with clients and colleagues

- Proficient in Microsoft Office

- Ability to motivate and listen to team members

Desirable :

- Exposure to database driven software and an ability to understand and write SQL queries

- 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