Customer Support Analyst

3 weeks ago

Liverpool, United Kingdom DXC Technology Full time

About DXC Insurance:

Our DXC Connect insurance customer community offers opportunities for participants to engage with others in the DXC Insurance Software & BPS ecosystem. Through these meaningful gatherings, the DXC community receives valuable industry and product information while sharing feedback and insights that influence product and service investments.


Role Summary:

The Customer Support Analyst is primarily responsible for providing technical and business support for customers who use DXC’s Iris underwriting system. A strong knowledge of either Iris or another mainstream London market underwriting system is required together with an understanding of the London Market Underwriting business and processes. This includes the interaction of messages with market consortiums. Good client communication skills are essential as is the ability to produce high-quality functional specifications for software or configuration changes. This role is home-based but involves working with customers and user groups which may require travel to customer sites. The role also requires effective communication with our development and test teams throughout the software development life cycle.


This role will also involve working on DXC’s next-generation Assure for Commercial and Speciality system. This system will be the upgrade path for Iris and the role will require working with this team to help ensure that it has the required functionality that London market underwriters require to administer and process their business. As customers implement, there will be a requirement to work with the implementation team helping to configure products, working with the data migration team and providing training.


Essential Skills/Qualifications:

  • Significant Insurance domain knowledge of the London Insurance market processes covering Policy, Claims and Technical Accounting
  • An understanding of messaging flows to and from underwriting systems within the London market.
  • An awareness of the Lloyd’s Future of Lloyd’s / Blueprint II initiatives and the impact to underwriting systems.
  • Experience of working within or with a General Insurance software vendor or to provide functional direction and definition for new products, modules or features as part of an insurance product implementation
  • Practical working knowledge of at least one computer-based London Market Underwriting system
  • Accomplished presentation/demonstration skills
  • Confidence to manage customer expectations and steer specification / review process through tight timelines; being comfortable in the ‘frontline’ of challenging client issues, preferably with extensive onsite experience
  • Self-motivated and displays high energy levels to solve problems & find innovative solutions


Desirable Skills/Qualifications:

  • Experience of one of DXC’s existing Underwriting products
  • Excellent interpersonal and communication skills
  • Ability to comprehend complex requirements, playback to the business in plain English, and translate forward towards technical specifications
  • Ability to plan, design and recommend business processes to improve and support business activities
  • Flexible approach and able to adapt to changing priorities e.g. travel at short notice, attend and host meetings at unsociable hours
  • Ability to Analyse Data to investigate issues (ideally with a knowledge of SQL)
  • Ability to Test functionality methodically
  • Insurance Industry qualification. e.g. A.C.I.I
  • Good knowledge and experience of implementing insurance/reinsurance software packages and an appreciation of the strengths and weaknesses of each
  • Knowledge and experience of analysis techniques, ideally of using a formal analysis methodology in the building of solutions. (Some knowledge of analysing relational data would be beneficial.)
  • A high level of attention to detail with strong documentation skills
  • Ability to work independently and as part of a team
  • Willingness to Travel


Key Accountabilities And Responsibilities:

  • Supports and advises stakeholders on limitations and opportunities for customer solutions based on knowledge of the product set
  • Facilitates meetings with clients to gather and document requirements and explore potential solutions
  • Works collaboratively in a team environment for the building and updating of business and functional documents according to customer specifications
  • Intermediary between Customer and internal development, testing and support teams
  • Leads and participates in internal quality reviews of solution design
  • Assists in design, development, review and execution of system test scripts
  • Supports the process of transitioning projects into support
  • Assists Support Teams as/when required


What We Can Do For You:

  • Competitive compensation
  • Pension scheme DXC Select – (benefits package)
  • Perks at Work
  • DXC incentives


DXC Technology is committed to the development of a fully inclusive workforce. All applications for employment are assessed purely on merit, against the capabilities and competencies required for the role.


DXC Technology does not discriminate on the basis of gender, ethnic origin, race, faith or sexual orientation.

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