Business Support Analyst II

A Business Support Analyst II is someone who has more than 2 years of experience in IT development and/or application support disciplines and provides an exemplary support services to VSBS highly valued clients putting the client’s needs at the forefront of everything VSBS does. Persons filling this role will generally be expected to have a strong grounding in a specific business area or product area, be able to confidently manage their own workload; have excellent customer service and communication skills and be confident to help train and nurture junior members of the team.

Triage, prioritise and investigate both simple and complex user reported issues or service requests which are raised via IT Service Management tooling, initiating client calls where suitable to ensure most efficient route to resolution.

Provide exceptional customer service through effective and valuable communication

Working within a team environment to reproduce issues, provide workarounds and identify root causes of issues across multiple products

Have a strong knowledge of the business processes and associated products which VSBS sells to help clients deliver their business processes

Escalating/engaging with Technical Support, Development, Managed Service and Service Delivery Management teams as required

Undertake other administrative tasks needed to deliver support services to the clients

Contribute to internal knowledgebases

Grow understanding of the London insurance market and associated business processes

Develop an understanding of customers’ business needs and operational environments

Assist with the creation of help centre articles which will improve the support service VSBS provides its customers

Prioritising issues according to business impact and workload, and escalating within the Business Support team as needed

Manage time optimally to ensure contract service level agreements and client expectations are managed and met

Attend regular client meetings and engage with key stakeholders in projects and client support teams

Be capable of providing basic levels of training as needed internally and externally

Visit client offices, and work remotely alongside clients as needed according to demands and any upgrades/periods of increased risk

Participate in Service transition, ensuring readiness for projects moving to BAU

Ensure that any risks are raised with senior management or via standard process

Contribute to continuous improvement (CI) of the VSBS support service

Adhere to corporate policies, procedures and standards

Ensure that data security and data privacy corporate guidelines and processes are followed

Ensure that clients’ data is secure and properly managed

A formal tertiary qualification, preferably a completed degree in computer science, business information systems or similar

Acquired experience (4-6 years) within a customer-facing software support role

Able to communicate effectively with both customers (technical and non-technical) and internal stakeholders

Comfortable working within a team; ability to motivate and listen to team members

Strong problem-solving skills – demonstrate ability to investigate and resolve a variety of software issues; from business process focused to more technical and database issues

Able to demonstrate the ability to investigate and resolve a variety of software application issues; from business process focused to more technical and database issues

Affinity for working with complex software products

Able to manage a dynamic workload and effectively manage expectations of stakeholders

Ability to prioritise and resolve issues to high standards

Confidence to seek support of peers and management as required

Good grasp of Microsoft Office

Understanding of relational databases and server architecture and a proficient ability to write SQL queries

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland. We value learning, caring and results and make inclusivity and diversity a top priority. In addition to our Great Place to Work® Certification, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.

We’re 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Extreme Event Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.

Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Marketing Solutions — delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. 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. Verisk’s minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.

https://www.verisk.com/company/careers/

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.