URGENT IT System Help Desk Analysts x2
Posted on Apr 30, 2020 by Resource Solutions - GSC
Job title: Help Desk System Analysts x 2 (Insurance Industry)
6 month + contract
Day Rate: Negotiable
An exciting opportunity to pro actively manage the support and cost-effective delivery of support solutions for several key Business Applications across 26 different countries.
The support analyst serves as a direct liaison between IT and business & finance organisations, managing application break fixes, performance issues, business and usual requests, user account management, root cause elimination, and user knowledge issues for various business applications, and then delivering application support fix solutions through development, test and release management cycles into live application production environments. This role is expected to expand and grow with potential for even more interesting opportunities following the completion of a key integration project and fill implementation of an agile squad structure.
Serves as a Support Analyst for Business Applications
Demonstrates a strong knowledge of TIA (or other Claims/Premium/Financial handling systems) and a strong understanding of processes and activities across the Operations/Business/Finance functions.
Analyses and Validates Support Incidents providing resolution where possible on first contact
Translates Support Incidents into defect tracking tool and liaises with 3rd line support functions or suppliers to manage quality driven delivery within agreed SLA timeframes.
Ensure pro-active management of open defects and communication regarding the progress with client groups and wider business functions as necessary.
Serves as direct liaison to the business in order to manage the Regional Service Leaders prioritisation for each business region.
Maintains functional peer relationships across the various business functions, clients and suppliers.
Participates in continuous process improvement activities, root cause elimination tasks and support quality initiatives.
Supports business & operations teams with ad hoc queries/questions and application training requirements.
Manages communication for Application System Performance Issues between the Business and the Network, Development, DBA, Server teams
Manages Application Change Controls as part of the Release Management Process
Supports IT Strategic Projects & Change Requests
Engages in resolutions for IT controllership issues/tasks for Support Function
Willingness to take on support ownership of new processes and activities including Training/Learning/Engaging with Suppliers and other functions where required.
Provides Ad-Hoc Out of Hours Support for the Application
Maintains Support Documentation for Application Processes & Activities
Oracle platform help desk experience is essential. It is highly desirable if you have TIA experience
Experience & Knowledge of TIA (or other Claims/Premiums/Finance handling systems) is highly desirable as is having insurance industry experience
Experience in SLA delivery & Business-Critical Incident Management
Experience in & Working in a Pressurised Time-Sensitive Working Environment
Experience in Client Engagement with an Appreciation of Excellence in Customer Service
Experience in Business and Systems Analysis
Experience with SQL
Proven Self Starter
Experience in working in an Agile Environment