Application Support Analyst

The role of the Application Support Analyst will be to provide a frontline support for the end users of the Guidewire Claimcentre and Vectus systems. They will identify and help resolve any issues relating to the software in the live environment. Project Neo is due to go live with its first implementation of the Claimcenter application and all associated integrations.  As such, we require a self-motivated individual to be able triage incidents reported by the business users and assign them to the relevant support team.

Main Duties:

• To deal with Helpdesk queries within agreed timescales and service standards.
• Provide excellent customer service to all levels of the business.
• Liaise with other IT areas and maintain a good working relationship.
• Monitor various integrations using AppDynamics, report any issues to the associated support area.
• To promote great business communication of issues experienced / service affecting incidents.
• To be a point of reference for the team, and to the business regarding system issues.
• Produce high-quality, efficient solutions to answer the requirements of the business.
• Analyse helpdesk patterns and provide solutions to combat wider ranging issues.
• To ensure system configuration changes are executed to agreed procedures and timescales.
• Work with the technical Claims Tribe group to suggest system improvements.
• Any other duties completed when requested by your manager.
• Provide out of hours support where required.

This is not a full definition of the role but covers the main aspects and drivers for success.

Experience / Qualifications Required:

Desirable:

• Experience in a first line environment or similar IT helpdesk role.
• Have experience communicating to all levels of the business professionally.

Essential:

• High level of computer literacy.
• Appreciation of development procedures.
• Have great communication skills.
• Excellent interpersonal skills.
• A demonstrable history of delivering great customer service.
• Able to adapt to a constantly changing environment.
• The confidence to challenge existing work practices.
• Have the confidence to communicate to all levels of the business professionally.
• Core Competencies Compliance with companywide core competencies is expected.
• Key Measures of Performance Helpdesks dealt with within SLA.

Location:

This is a Hybrid position with the expectation of working from our Cardiff Office two or three times each month.

Interviews:

We will typically aim to interview within a week after the vacancy closes.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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