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