Business Support Analyst I

We place a premium on meeting our customers' high expectations of our products. Through contracted support services our support team plays a key role in post implementation processes, as well as in the longer-term customer experience.

The purpose of this role is to help deliver contracted Business-As-Usual support services typically adhering to ITIL v3 framework of Service Transition, Service Operations and Continuous Service Improvement. A Business Support Analyst (level 1) is someone who has little or no experience in IT services who has strong potential to provide an exemplary support service to Sequel's highly valued clients putting the clients' needs at the forefront of everything Sequel does.

Responsibilities

• Have an awareness of & be proficient in executing and adhering to department processes in which training has been supplied
• Working within a team environment, persons fulfilling this role will undertake investigations and assist in resolving application and system issues across multiple products
• Through IT Service Management tooling to collect information relating to client requirements pertaining to incidents and service requests
• Undertake administrative tasks needed to deliver support services to the clients
• Escalating/engaging with Technical Support, Development and Service Delivery Management teams as required
• Have a basic awareness knowledge of some business processes and associated products which Sequel sells to help clients deliver their business processes
• Developing an understanding of customers' business and operational environment
• Assisting with the creation of help centre articles to support both business and technical understanding
• Ensure that any risks are raised with senior management or via standard process
• Ensure that clients' data is secure and properly managed

Qualifications

• A formal tertiary qualification, preferably a completed degree in computer science, business information systems or similar
• Able to communicate effectively with both customers (technical and non-technical) and internal stakeholders
• An aptitude for problem-solving and client engagement - demonstrate ability to investigate and resolve a variety of software issues; from business process focused to more technical and database issues
• Able to manage own workload and manage expectations of stakeholders
• Confidence to seek support of peers and management as required
• Good grasp of Microsoft Office
• Prior knowledge of SQL database query writing
• Some experience working in the insurance industry (especially London Market - Underwriting and/or Broking)
• Proficient with SQL Server Query Analyser
• Exposure to web technologies - IIS / CSS / XML

Job Info

• Job Identification 310
• Job Category Customer Support
• Posting Date 01/03/2025, 02:04 PM
• Job Schedule Full time
• Locations London, United Kingdom
• Work Arrangement Hybrid
• Division Specialty Business Solutions
• Projected End Date 03/12/2025
• Legal Employer Sequel Business Holdings Limited