The purpose of the client support services team is to enable our clients to be successful in their use of VSBS solutions. Our clients' success is our top priority. As an invaluable and reliable source of assistance we provide exceptional client support. We deliver dependable and scalable support services aligned to our clients' needs. Through a customer-focused approach and continuous improvement, we build long-term partnerships that increase client value. We make each interaction positive and valuable, setting the standard for support in our industry.

The role of a Business Support Analyst I is to help deliver contracted Business-As-Usual support services typically adhering to ITIL v4 framework of ITIL v4 framework of Service Operations, Service Transition and Continuous Service Improvement.

A Business Support Analyst I is someone who has 6-12 months experience in an application support role or can demonstrate an aptitude for problem solving through their education/work experience. The candidate will be able to demonstrate strong potential to provide an exemplary support service to Verisk’s highly valued clients putting the clients’ needs at the forefront of everything Verisk does. 

An analytical thinker with an aptitude for problem-solving and client engagementAble to demonstrate the ability to investigate and resolve a variety of software application issues ; from business process focused to more technical and database issues Able to communicate effectively with both customers (technical and non-technical) and internal stakeholders Able to manage own workload and manage expectations of stakeholders Confidence to seek support of peers and management as required Comfortable working within a team and building effective working relationships with clients and colleagues Proficient in Microsoft Office Ability to motivate and listen to team membersDesirableA formal tertiary qualification, preferably a completed degree in computer science, business information systems or similar Exposure to database driven software and an ability to understand and write SQL queries Experience working in the insurance industry (especially London Market)Exposure to web technologies – IIS / CSS / XML / JavaScript Lean 6 Sigma yellow belt Experience with Sharepoint / other document management systemsITIL foundation level / working understanding of ITIL concepts

 

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Triage, prioritise and investigate user reported issues or service requests which are raised via IT Service Management tooling Provide exceptional customer service through effective and valuable communicationWorking within a team environment to reproduce issues, provide workarounds and identify root causes of issues across multiple productsEscalating/engaging with Technical Support, Development, Managed Service and Service Delivery Management teams as requiredUndertake other administrative tasks needed to deliver support services to the clientsContribute to internal knowledgebases Grow understanding of the London insurance market and associated business processesDevelop an understanding of customers’ business needs and operational environmentsAssist with the creation of help centre articles which will improve the support service VSBS provides its customersEnsure that any risks are raised with senior management or via standard process Contribute to continuous improvement (CI) of the VSBS support serviceAdhere to corporate policies, procedures and standardsEnsure that data security and data privacy corporate guidelines and processes are followed