IT Senior Support Analyst

Helping you do more

DUAL is a different kind of MGA and has been since day one in 1998. We’ve built our business on the idea that when industry expertise, intelligent underwriting and an entrepreneurial mindset come together, insurance can help our partners thrive. Today that philosophy is as relevant as ever. Our intermediary and carrier partners around the world rely on our underwriting teams to take initiative, lean into the challenges of an increasingly complex world, and respond to our clients’ emerging needs.

A career that grows with you

DUAL is a place where you can bring your whole self to work – a people-first company that helps you be the best you can be.

IT Senior Support Analyst

The Senior Support Analyst is responsible for working closely with the existing support managers and providing technical direction where necessary to the wider support groups as well as being able to communicate and work closely with our business partners.

You will be tasked with the maintenance and enhancement of the org which hosts our bespoke inhouse application built on the Salesforce platform which utilises SFi and Certinia technologies.

You will work with a team of support analysts responsible for resolving and fulfilling systems and application incidents and requests through Service Management tools and processes.  

You will be pro-active in carrying out system maintenance and continuous improvement strategies, and at times be required to assist in the application and system testing function as requested.

Key Responsibilities / Accountabilities

• Work closely with the support managers to ensure key platforms, processes and supporting services are working as designed and up to date with regards to industry standards, utilising internal and offshore resources and capabilities.

• Ensure the quality and delivery of service delivers on time, are in line with agreed service levels and processes, and meets business expectations.

• Analysing and managing complex support issues, providing both detailed and executive level reporting to the Head of the Service Function.

• Own major issues from initial report to resolution, communicating with IT Senior Management and Customers regularly regarding issue status.

• Ensure transition of knowledge to enhance the Support team technical abilities and increase first time fix rates.

• Manage the creation of knowledge articles/transfer on relevant processes and procedures required for the Support Team to carry out their role effectively and efficiently.

• Examine complex problems assigned to them, working with other IT and business resources to determine root-cause analysis, identifying the severity and impact, and proposing resolutions to stop these happening again.

• Manage System and application changes and releases on the Salesforce platform in conjunction with the Head of Delivery, whilst also assessing impact, risks and value of these.

• Ensure systems and applications are stable and fully functional after any system application change or release has taken place.

• Liaise with Business users, analysts and system developers, when requested to carry out any systems or application testing.

• Working with and contributing to the IT Service Leadership team.

• Liaise with vendors as required to undertake duties in your role.

• Strong understanding of ITSM processes.

• Ability to confidently engage with senior business representatives.

• Solid understanding of application development lifecycles and methodologies.

• Self-motivated, autonomous, detail oriented and passionate about delivering high quality systems.

• Ability to work in Agile and Waterfall change environments.

• Ability to work on and prioritise multiple work-streams effectively.

• Continuously strive to improve the quality of service delivery, processes and communications.

• Provide cover to the existing support managers where required.

Knowledge and Experience

Essential

• 3 years + proven experience of administering a complex Salesforce Org.

• Salesforce Administration Certification.

• Experience in delivering exceptional, customer focused and service driven support for a Salesforce based platform.

• Strong experience in administration, configuration and support of business applications, both internally built and vendor solutions.

• Proven record of working in a fast paced dynamic work environment (5 years +).

• Ability to effectively analyse and resolve complex system problems.

• Experience of working with offshore providers.

• Ability to translate complex technical issues to a level that are appropriate for consumption by end users.

• SQL skill - Ability to create complex SQL reports.

Desirable

• Good general understanding of Insurance platforms and products.

• Experience of working in a rapidly changing IT environment.

• Commercial experience in testing web or back office applications.

• Awareness of Compliance & Regulatory Responsibilities.

• ITIL Foundation Certificate Desirable.

• Management and Leadership Qualification Desirable.

• London Markets Insurance experience.

• Ability to write / maintain scripts written in Python , Power Automate etc.

What do we offer in return?

A career that you define.

Yes, we offer all the usual rewards and benefits - including great healthcare provision, a wide variety of wellbeing offers, competitive salary, generous pensions and more - but we know you expect all that.
What you might not expect is a job where everyone has a voice, where volunteering in the community is part of the day job, and where everyone is encouraged to play a part towards our sustainability goals. We want people who want to make a difference - not just in the workplace, but in the industry and in the wider community.

Our culture: People First 

Our core values dictate how we live and work. We are a group with independence and people at its heart and we are a home for talent with a unique culture: the biggest small company in the world.
The focus on being a People First business has always been at the very heart of the Group; Our vision was to create an independent business with a unique culture and one that would survive and thrive as a business controlled by the people working for it. And finding the most talented and entrepreneurial people to join the Group has been and will continue to be key.

Diversity & Inclusion

At DUAL we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.

DUAL is where ambitious people thrive

There’s an independent spirit and an entrepreneurial feel that run throughout the business. You’ll have greater freedom to use your talents to help clients and colleagues do more. We believe that’s fundamental to realising our vision to be the world’s best underwriting business.

Working here is rewarding

As well as job satisfaction and a stimulating culture, working at DUAL comes with all the benefits you’d expect from a global business – and some you wouldn’t.

— Family-first policies that support you through all of life’s milestones

— Health and wellbeing benefits including private medical insurance and more

— Critical illness and life insurance cover to give you extra financial security

— A choice of rewards for every five years of service, including shares

— Volunteer leave so you can make a difference outside of work too

Reasonable adjustments

At DUAL, we're committed to providing reasonable accommodations to make sure our positions align with our people’s needs. For example, we can always make adjustments to your office set-up – your software, hardware, desk and so on. We may also be able to offer flexible hours or hybrid working depending on your role and location. If you're excited about this position but have doubts as to how ‘workable’ it is for you, please send us your application. If your profile fits the criteria, we’ll be happy to chat about any reasonable accommodations you may need.

The power to change our world

As a business, DUAL is about taking action. It’s fundamental to our entrepreneurial spirit, and it doesn’t just apply during office hours. It relates to the communities we move in and the world we live in. That’s why we constantly strive to be a force for good.

Permanent