IT Application Support Analyst

Recruiter
Willis Towers Watson
Location
Ipswich, UK
Salary
Competitive
Posted
18 Sep 2019
Closes
21 Sep 2019
Ref
1267262804
Contract Type
Permanent
Hours
Full Time
Summary of Role

To provide technical software support and server administration to internal business functions in the Willis Reinsurance (Willis Re), minimising the adverse impact of incidents and problems and preventing reoccurrence of incidents. Work closely with business and technical associates to ensure that value is provided through effective and efficient support of systems. A significant part of the role is providing support of catastrophe models software and other analytics toolsets, therefore knowledge of RMS, AIR and EQECAT software products is highly desired. Also involves software installations, upgrades and managing all associated changes to the application environments.

The Role

Support duties 75%
  • Global technical support for catastrophe modelling software and the systems which the application interacts with (MS Windows servers, MS SQL server databases, internal Workflow Manager application and FTP tools.)
  • Update ticket log thoroughly within the ServiceNow call tracking tool. This includes all customer communications, resolution and root cause analysis.
  • Interact with other internal IT teams and external 3rd party vendors to trouble shoot and resolve underlying problems
  • Install software products including testing, bug reporting and applying patches and service packs to the software applications
  • SQL Server Database tasks such as monitoring, shrinking, attaching, detaching and moving of files
  • Global Support and maintain the infrastructure located in the UK and US
Proactive duties 20%
  • Working closely with the business, other IT departments and vendors to maintain the effectiveness of current systems and to work proactively to make improvements
  • Building and maintaining good relationships with both business and IT associates
  • Share customer feedback for the purpose of process improvement
  • Create/suggest opportunities for improvement in the areas of support and infrastructure monitoring

Documentation 5%
  • Ensure incident and problem records are up-to-date accurately and in a timely manner
  • Contribute to support knowledge base (create/update solution documents)

Key Outputs include:
  • Achieve high levels of user satisfaction
  • Application services meet or exceed agreed service levels
  • Measured contribution towards the reduction of count of incidents raised by known errors, aged problems, and change related failures
  • Incidents and problems are resolved within OLA and SLA
  • Compliance with published procedures and policies
  • Meaningful, actionable reports on service quality
  • Post incident reviews, problem root cause analysis, and corrective action plans
The Requirements
  • Customer Service orientation with a strong bias toward action
  • Relevant experience in a hands-on role supporting business application systems, and an understanding of their architecture
  • Experience in providing support services to agreed SLAs and OLAs
  • Understanding of technical IT issues to enable discussions with internal and external technical specialists
  • Strong analytical and problem solving skills
  • Must work well independently and as part of a team of software analysts and support technicians
  • Experience with Microsoft SQL Server databases and Windows servers
  • Experience of working in an ITIL environment
  • Good communication skills. Ability to communicate orally with end users, vendors, management, and co-workers is crucial. Regular use of phone, email and instant messaging for communication is essential
  • Ability to independently apply production upgrades and support the products and technologies
  • Must be able to travel weekly/monthly between the Ipswich and London offices in the UK

Desirable
  • Knowledge of Catastrophe modelling platforms such as RMS Risklink and AIR Touchstone software applications
  • Understanding of the Reinsurance/Insurance business
  • Awareness of cloud hosting of infrastructure/software as a service
  • Experience using ServiceNow or other call tracking software
Willis Towers Watson is an equal opportunity employer

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