Technical Support Senior Analyst

Job Description

Actisure Technical Support Senior Analyst- GIH Career Band: 3 Position: Technical Support Senior Analyst Role Overview We are seeking a dedicated and skilled Technical Support Analyst to join our team. In this role, you will provide critical support for our Policy Administration System, Actisure. Our Actisure Policy Admin System is used in worldwide locations. This must be maintained so that there is no disruption to Operational Business Processes. Develop recommendations for actions to be taken to resolve issues and improve the system configuration and carry out and work with other IT teams to deliver projects for GIH. You will be responsible for monitoring, maintaining, and troubleshooting incidents, requests and changes required by the business ensuring smooth and efficient operations, particularly during overnight batch processes. The role involves working in an AGILE environment and collaborating with teams across the globe. You will also be responsible for delivering projects and adhering to tight deadlines and close collaboration with other teams. Main Duties / Responsibilities Control and manage the configuration of Actisure and across environments Liaise with partner departments and fulfil their set up requirements Document and maintain configuration processes Assist and provide advice for testing functionality/process changes Advise staff/departments of new processes (provide training where necessary) Document New Processes Assist in resolution of production support issues via Service Now Escalate issue to Third Party where necessary via Partner ticketing system Investigate systems ability to administer new products/processes/business requirements Set Up, Control and manage Batch Jobs Take part in business projects where Actisure is an integral part Create and Maintain Actisure Output documents Acceptance and User Acceptance testing for Actisure releases Investigate Integration issues from Actisure to Other Platforms Pricing Reviews - Update Actisure twice yearly and investigate pricing anomalies Create/Run queries in SQLfor reporting/troubleshooting Attend and Participate in Daily Stand Up, Retrospective meetings and PI Planning Events Keep User Stories and Tasks updated in JIRA Use ADO to promote Actisure Releases through Environments from DEV to Production Understand Security Roles in Actisure Experience Required Three to five years work experience with an analytical background Planning, organisation and problem-solving skills are essential Incident Management Experience. Be proficient in the use of a range of PC applications including Work and Excel. Ability to work to tight deadlines SQL Azure Dev Ops JIRA Knowledge of expatriate healthcare products, procedures and systems would be beneficial PowerShell not required but would be beneficial Education Required Higher in Mathematics and English or reasonable equivalent is preferred Solid work experience in a financial services/insurance industry Skills Business Acumen Conflict Management Creativity Cross Cultural Agility Perseverance Managing Through Systems Ability to prioritise activities and meet deadlines Ability to understand overall perspective while attentive to detail Ability to work on own initiative without close supervision Good logical and problem-solving skills Curiosity and imagination Ability to work in a team Strong task management skills