Senior Professional System Analyst Manager

Job DescriptionJob Title: Senior Professional Systems Analyst ManagerLocation: UK BasedType: Permanent, Full-Time (37.5 hours per week)About DXC TechnologyDXC Technology (DXC: NYSE) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner network combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.comRole SummarySenior Professional System Analyst ManagerTo manage a support team utilising Xchanging Software Europe limited implemented across London Market, General and Health insurance markets. The support teams support sites across an international footprint, with clients opting for either dedicated or non-dedicated team support. The role requires management of a team who use SQL Server /Oracle and Xchanging Software Europe limited application tools to provide issue resolution in line with contracted SLA’s as well as helping develop additional functionality as required by the client. The team leaders primary role is to ensure the teams compliance with contractual SLA’s and to work with the client over release lifecycles, timeframes and content, monthly reporting, invoicing and staffing requirements whilst achieving agreed utilisation and billability targetsKey DutiesProviding the client with exceptional customer service including onsite visits once per quarter, weekly management meetings and monthly service review meetings.Ensuring that all work within team is carried out to a high standard with internal audits on a regular basis to ensure team compliance to agreed internal processes and models.Responsible for monthly reporting and invoicing to the client. This includes review of invoicing and agreement of warranty issues etc.Responsible for accurate forecasting of team utilisation and revenue to the management teamAbility to correctly escalate team issues as required, liaising with different teams and departments as required ensuring that the correct processes and escalation routes are effectively adhered to.Ensuring any Client documentation is maintained correctly.Provide suggestions and ideas to weekly team leader meetings to help continuously develop and improve the service provided to existing and new clients within the support group.Responsible for training team in new processes and assisting members with complex SQL and Xchanging Software Europe limited issues.Work with the team and client to schedule and arrange release content and timelinesMonitor progress of scheduled work and SLA targets on support callsCommunicating with client at all stages of development lifecycle to provide excellent customer serviceDemonstrate SQL fixes/changes with end users and assist in Development, QA and UAT testing efforts.Work a shift pattern within the support team to cover core contracted support hours.To proactively escalate issues with line manager when required.To proactively ensure that coding standards and best practice approaches adhered to and updated when required.Entering time reporting in to current time reporting system on a weekly basis to allow invoicing to occurWork effectively with Implementation teams to transition new clients into support when required.Point of contact and escalation for client managersResponsible for all aspects of team administration and management This includes:Sickness and processing of return to work interviewsHoliday requestsOrganising and ensuring appropriate cover and resource for client as per their contractQuarterly objective and training reviewsYearly appraisal reviewsRegular team meetings and planning sessionsProvide support to team members as required by ensuring that they have the correct knowledge and support requiredDisciplinary processes and performance managementKey RelationshipsThe Client – DBA’s, BA’s, End Users, Project Managers, Client ManagerInternal Customers – Team Leader Group, Management Team, DBA’s, Project Managers, Project Teams, QA Testing Teams, Support Team Members, Helpdesk teamManagement - Line Manager, Office Manager, Senior ManagementExperience & RequirementsExcellent interpersonal skillsExperienced at providing excellent Customer ServiceAbility to work effectively as part of a teamStrong reporting skillsExcellent leadership skillsProven motivational skillsAbility to be flexible to the requirements of the roleAbility to travel when requiredGreat organisational skillsTrack record of performing well under pressureExcellent communication and presentation skills with the ability to confidently present information to internal and external clients across all communication mediums including face to face meetings, conference calls, web ex sessions, status reports and e mail correspondenceProven ability to advise and influence client direction in relation to scope, time, costs and approachExperience of producing management documentation and reports to a high standard Excellent problem solving skills, including ability to demonstrate fixes/changes with end users and assist in Development, QA and UAT testing effortsAbility to take decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints and the availability of necessary informationSelf-starterAvailability to travel to client sites both domestic and international when necessaryHard-working, enthusiastic and enjoys being challengedAble to demonstrate examples of learning new software tools/productsExcellent motivational skillsMinimum 2 years’ experience of or exposure to insurance industry practices and/or systemsDesirable CriteriaPrevious experience of managing a teamWorked in either a BA or second line software support roleAbility to conceptualize #and build complex system architectures using Xchanging Software Europe limited and the database together. Ability to interpret errors in order to resolve problemsExperience in data analysis and reportingUnderstanding of metadata systemsDXC 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.At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.