Platform Support Analyst

Posted by First Central Insurance & Technology Group

First Central Insurance & Technology Group have a fantastic opportunity for a Platform Support Analyst to join our talented Technology team in either our Salford Quays, Manchester, Haywards Heath, West Sussex, or our offices in Guernsey. (£26,000- £41,000)

You’ll provide second- and third-line support in relation to IT issues, incidents and service requests predominantly around our core platform Focus and integrated third party services.  You’ll also help to sustain high Service Level Agreement (SLA) results to ensure quality of service to our business end users within expected time frames to guarantee data quality is at is maximum allowing accuracy within core business reporting.  

To be successful in this role, you’ll need to:

  •  Have good understanding of First Central’s applications in one or all the following: FOCUS (Insurance Policy System), Microsoft Dynamics / Siskin (CRM System), AIA (Document generation), SharePoint (Collaboration Toolkit), Opsview Monitoring Tool, Atlas (CSM) Tool and / or Atlassian Confluence 
  • Hold certification in ITIL Foundation V3
  • Have Good time management and organisation skills and ability to adopt a logical approach to solving problems.

Job responsibilities

  • Log, analyse, triage and prioritise all IT Incidents, Problems and Changes received via all communication channels into the team 
  • Ensure systems, applications and services run and meet business SLA targets
  • Analyse incident, problem and change data to identify underlying causes and propose resolutions
  • Ensure team processes and procedures are kept up to date and followed by team members
  • Partner with the IT leadership team to define project technology scope, budget, schedule and deliverables
  • Work closely with internal and external development teams on new systems and changes to existing systems, ensuring they’re implemented efficiently and on-schedule
  • Provide extended support during delivery of Change, identifying any potential impact on infrastructure, the core platform; Focus or within any 3rd party services used across the platform.
  • Troubleshoot and manage the configuration of the existing technical capabilities to ensure that business requirements are met
  • Manage, support and coordinate post-release critical issues through to successful resolution, communicating and working with key stakeholders
  • Ensure compliance with company and other relevant standards and regulations at all times

Skills, knowledge & experience

  • Proven IT operations and service delivery management
  • Qualification in ITIL Foundation V3
  • Experience and working knowledge of enterprise software, application support and delivery, Focus Platform, Cherwell Service Management Tool or similar
  • Experience in SDI Service Desk Analyst and MS SQL is desired
  • Knowledge of FCA requirements (including TCF)
  • Good understanding of the business data and daily reporting and significance in maintaining uptime of reports
  • Good knowledge within MS Office operating systems and applications, MS Windows servers, Service Management Techniques (ITIL Foundation and web platforms / web applications
  • Good understanding of IT infrastructure and networking
  • Ability to understand data and its value. To be able to create reports and dashboards from within the SMT and/or PowerBI