Company Description Verisk Specialty Business Solutions (formerly Sequel Business Solutions) (VSBS) is a division of Verisk. Having started out in 1993, we have established a reputation as a market leader in the provision of software to the global insurance industry. We offer streamlined end-to-end management of all insurance and reinsurance business to brokers, underwriters and intermediaries through the Sequel product suite. Our customers, traditionally Lloyd's and London Market specialists have expanded to include major players in the North American general insurance market. With offices in London, Malaga and Jersey City, we offer exciting career opportunities in insurance-led technology.
To learn more about VSBS, please visit us at: https://verisksequel.com/ .
Job Description Role Purpose:
We place a premium on meeting our customers' high expectations of our products. Through contracted support services, our support team plays a key role in post-implementation processes, as well as in the longer-term customer experience.
The purpose of this role is to help deliver contracted Business-As-Usual support services typically adhering to ITIL v3 framework of Service Transition, Service Operations and Continuous Service Improvement. A Business Support Analyst is someone who has a number of years of experience in IT services who provides an exemplary support service to the company's highly valued clients putting the client's needs at the forefront of everything the company does.
Main Responsibilities:
Have a detailed understanding (including the rationale and benefits) of & be proficient in executing and adhering to department processes.
Working within a team environment, persons fulfilling this role will be responsible for investigating and resolving application and system issues across multiple products.
Collect information relating to client requirements pertaining to incidents and service requests through IT Service Management tooling.
Escalate/engage with Technical Support, development and service delivery management teams as required.
Have a strong knowledge of the business processes and associated products which the company sells to help clients deliver their business processes.
Develop an understanding of customer's business and operational environment.
Enhance product knowledge and help centre articles to support both business and technical understanding.
Prioritise issues according to business impact and workload, and escalate 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.
Provide 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.
Raise any risks with senior management or via standard process.
Ensure that client's data is secure and properly managed.
Any other duties commensurate to the grade of the role.
Qualifications Knowledge and Experience:
Senior C level engagement experience with at least 10 years relevant experience in a similar role.
Significant experience of commercial and contractual engagement, including relationship management.
Able to manage the initial negotiation and renewal of contractual agreements without support.
Significant Global Specialty Insurance Market experience within either a vendor or client role.
Experience of managing a global enterprise relationship either internally or as a vendor with greater than £1M per annum spend with complex multilayer relationship.
Specialist focus on specific Product as 'trusted advisor' at Client C level.
Informed and aware of all Sequel Products, practice and roadmaps.
Self-sufficient in the management of all sized client relationships.
Understanding and experience of the software delivery lifecycle, with experience in one or more functional roles.
Understanding of the Global Specialty Insurance and Reinsurance Market, processes and procedures.
Experience of the configuration and usage of Salesforce to manage client relationships and pipeline.
Additional Information For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.
At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.
For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland. We value learning, caring and results and make inclusivity and diversity a top priority. In addition to our Great Place to Work Certification, we've been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World's Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.
We're 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.
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