Support Analyst

The role of Support Analyst in the Policy Admin Support Team is responsible for providing operational support and maintenance of the Policy Administration Systems utilised by our National Markets business, primarily Websure.

Duties and accountabilities

• Investigate, triage and manage support calls to a timely resolution

• Support the delivery of projects into the business by coordinating the service transition and operational acceptance processes into the National Markets Policy Admin Support Team

• Manage the co-ordination & prioritisation of change requests, ensuring that business priorities are agreed and clearly communicated to all impacted parties

• Build and maintain detailed service support documentation.  Translate technical issues into user friendly language

• Apply your SQL skills to interrogate SQL Databases

• Write scripts in one or more scripting languages to deliver efficiencies

• Collaborate closely with 3rd party suppliers and IT partners for troubleshooting

• Develop a thorough knowledge of MINT’s business practices & processes, which are aligned with the National Markets product set

• Establish and maintain a sound knowledge of SQL in order to support systems analysis activity

Skills, knowledge and experience

• The successful candidate will bring experience supporting applications in the Policy Administration space

• Experience within a client facing role with good interpersonal skills and a focus on collaborative working solutions

• Experience writing queries to extract data from SQL databases & reporting tools

• Demonstrated planning and co-ordination skills within a complex and rapidly changing technical environment.

• An understanding of the end to end project lifecycle

• An awareness of the ITIL service lifecycle

• Working insurance knowledge and experience would be a benefit, but not essential

• Able to participate in on-call rotation with peers for escalation support