Application Support Specialist

3 weeks ago

London, Greater London, United Kingdom Sequel Business Solutions Ltd Full time
Application Support Specialist - Mid-Level

Sequel Business Solutions Ltd is seeking a skilled Application Support Specialist to join our team. As a key member of our Business Support team, you will be responsible for delivering contracted Business-As-Usual support services, adhering to the ITIL v3 framework.

Main Responsibilities:

  • Investigate and resolve application and system issues across multiple products.
  • Collect information relating to client requirements through IT Service Management tooling.
  • Escalate/engage with Technical Support, development, and service delivery management teams as required.
  • Develop an understanding of customer's business and operational environment.
  • Enhance product knowledge and help centre articles to support both business and technical understanding.
  • Prioritize issues according to business impact and workload, and escalate within the Business Support team as needed.
  • Manage time optimally to ensure contract service level agreements and client expectations are met.
  • Attend regular client meetings and engage with key stakeholders in projects and client support teams.
  • Provide basic levels of training as needed internally and externally.
  • Visit client offices and work remotely alongside clients as needed.
  • Participate in Service transition, ensuring readiness for projects moving to BAU.
  • Ensure that any risks are raised with senior management or via standard process.
  • Ensure that client's data is secure and properly managed.

Requirements:

  • A formal tertiary qualification, preferably a completed degree in computer science, business information systems, or similar.
  • Acquired experience (2+ years) within a customer-facing software support role.
  • Able to communicate effectively with both customers (technical and non-technical) and internal stakeholders.
  • Strong problem-solving skills – demonstrate ability to investigate and resolve a variety of software issues.
  • Affinity for working with complex software products.
  • Ability to prioritize and resolve issues to high standards.
  • Good grasp of Microsoft Office.
  • Understanding of relational databases and server architecture and a proficient ability to write SQL queries.
  • Strong levels of SQL database query writing.
  • Experience working in the insurance industry (especially London Market – Underwriting and/or Broking).
  • Understanding of SQL Server Management Studio / SQL Server Profiler.
  • Proficient with SQL Server Query Analyser.
  • Exposure to web technologies – IIS / CSS / XML.

Verisk Analytics is an equal opportunity employer. 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.

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