Senior Platform Support Analyst

Posted by First Central Insurance & Technology Group

First Central Insurance & Technology Group have an exciting opportunity for a Senior Platform Support Analyst to join their Technology team in Salford Quays, Manchester, Haywards Heath, West Sussex, or their offices in Guernsey. (£31,000 - £49,000)
You’ll provide 2nd and 3rd line support in relation to IT problems, incidents and service requests, predominantly around their core platform Focus and integrated third party services. Sustaining high SLA results, you’ll ensure quality of service to their business-end users within expected timeframes to guarantee data quality is at its maximum, allowing accuracy within core business reporting.
Operating and owning core processes and procedures that sustains maximum platform uptime, you’ll take the lead on all problems and major incidents, and engage with various Technology teams to aid investigation, communications, mitigation and root cause solutions.
To be successful in this role, you’ll need to have:

  • ITIL Foundation V3 qualification
  • Good experience of enterprise software and application support and delivery
  • 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) and/or Atlas (CSM) Tool; Confluence

Job responsibilities

  • Pro-actively maintain the Focus application and estate so that it’s supported and failures minimised
  • Log, analyse, triage and prioritise all IT incidents, problems and changes received via all communication channels into the team
  • Ensure that systems, applications and services in own area run and meet business Service Level Agreement (SLA) targets
  • Analyse incident, problem and change data to identify the underlying causes and propose resolutions via Service Improvement Plans
  • Ensure the team processes and procedures are kept up to date, amending and creating documentation for storage and access within our Knowledge Base systems
  • Display leadership in area of specialisation, such as championing new features and best practice
  • Partners with the IT Leadership team to define project technology scope, budget, schedule and deliverables
  • Work closely with internal and external development teams to ensure new systems and changes to existing systems are implemented efficiently and on-schedule, and all post deployment issues are logged and resolved appropriately
  • Assist with covering the supported hours of the team across weekdays and have a flexible approach for evenings and weekends to provide extended support where needed
  • Troubleshoot and manage the configuration of the existing technical capabilities to ensure that business requirements are met

Skills, knowledge & experience

  • Ability to demonstrate IT operations and service delivery management
  • Good understanding of Cherwell Service Management Tool or similar
  • Experience in MS SQL will be beneficial
  • Understanding and knowledge of service desk and issue logging tools, Service Management Techniques (ITIL) and web platforms and applications
  • Excellent time management and organisation skills
  • Problem-solving skills with the ability to adopt a logical approach to solving problems
  • Excellent technical skills
  • Excellent knowledge of Microsoft operating systems
  • Excellent understanding of IT infrastructure
  • Able to own problems and see them through to resolution