2nd line Production Support, Systems and Business Analysis and testing support for all external applications within the company
Managing incidents and change requests raised through Incident Management Systems for all external systems, including triage, communication, and escalation.
Analysing incidents raised, including root cause analysis.
Effective communication with internal clients and other system support teams
Defining possible solutions and rectification
Liaising with 3rd party Suppliers on incident solutions
Testing, planning, and implementing scripts for data fixes.
Supporting users in multiple regions, time zones and cultures
Running and supporting daily “Morning Batches” & “End of Day” transaction processing on a rota basis
Provide support for code releases of the policy administration systems, including testing, planning and implementation.
Gather, document, and obtain sign-off on requirements for small initiatives i.e., MI reports, customer documentation or service requests
Work closely with the business teams on the diagnosis of system issues
Knowledge – Experience or qualifications
Helpdesk support experience
Knowledge of business or system analysis
At least 1 years’ experience in a similar role, preferably in financial services
Ability to work on own initiative and to tight deadlines.
Experience in business analysis or helpdesk support is essential