- Work on Incident, Problem and Service request tickets resolution, within agreed SLAs.
- Support the team through any appropriate means to meet Service Level Targets. This includes provision of management information, knowledge sharing, communication, escalation, and coordination of cross-team meetings to resolve issues.
- Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management)
- Feed into Major Incident Management and Problem Management processes as required.
- Ensure Asset Management is maintained properly, and team is objectively assessed on the same.
- Experience of using any service desk system, preferably ServiceNow.
- Execute routine system jobs and processes to support the BAU operation of IT systems.
- Work closely with other IT functions like Service Desk, Infrastructure, DBAs, Network Security on IT application support issues.
- Performing basic operations related to system administration of the application.
- Querying the application databases and perform initial level data analysis.
- Extensive interaction with vendors and internal teams to be able to provide effective and efficient application Support.
- Support internal and external audits to ensure services are delivered in a controlled fashion without undue risk to the company.
- Identify and prioritize proactive maintenance action items.
- Adaptable to new/different strategies, programs, technologies, practices, cultures, etc. Comfortable with change, able to easily make transitions.
- Experience of supporting finance, policy management or document management systems desirable.
- Basic understanding of Lloyds market insurance business processes is desirable.
- Technical experience of TSQL to perform data query and extraction. Basic SSIS development experience also an advantage.
- Exposure of working in a regulatory environment.
- Demonstrated knowledge and experience with process improvement, including planning, implementation, measurements, and customer satisfaction.
- Very good technical knowledge and working experience with Microsoft products overall understanding of infrastructure (onprem and cloud), desktop, and applications technologies and architecture.
- Must be professional, innovative, assertive and enjoy working with people; critical thinking, creativity, and independent judgment are expected.
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Application Support Analyst - Manchester, United Kingdom - Canopius
Description
Application Support Analyst
Our benefits
We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, 10% non-contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health.
Role Overview
This role is in the Application Support team in the IT department and will be responsible for the day-to-day support and operations of our suite of business systems, including finance, claims and policy management, document management, and catastrophe modelling platforms (Sun ledgers, Cognos analytics, RMS, Remetrica, DOCOsoft, OpenText, among others), working on incident, problem and service requests, as well as coordinating and carrying out application upgrades and installs.
Core Responsibilities
Skills & Experience
About Canopius
Canopius is a global speciality (re)insurer with underwriting operations in Australia, Bermuda, Singapore, the UK and US. We are privately owned and one of the leading insurers in the Lloyd's of London insurance market.
With a growing demand for data, analytics and research, we are investing in a new global Canopius Tech and Data Hub in Manchester. Underpinning our growth and expansion ambitions are our technology capabilities, with increased investment into insuretech, analytics and research. We are recruiting a diverse group of data and technology talent across all levels of experience.
At Canopius we foster a distinctive, positive culture which enables us to bring our whole selves to work to flourish as people, and build a business which delivers profitable, sustainable results. Canopius operates a flexible, hybrid working model and is committed to providing an environment that challenges employees to be their best and where everyone's unique contributions are recognised, valued and respected.
We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio-economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds.
We make reasonable adjustments throughout the recruitment process and during employment. Please let us know if you require any information in an alternate format or any other reasonable adjustments.
