Solutions Analyst

Risk Management Solutions ,
London, Greater London
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Job Description

Solutions Analyst Technical Support London, United Kingdom Apply Software Analyst, Software Support (Knowledge Centre) (US, Europe & Asia) Brief Description: This role is based in London (UK), and will report to the Head of Global Software Support. The Software Support team is part of a larger Global Cloud Operations and IT Services group. Our Knowledge Centre (KC) offers Follow the Sun support to our clients with roles based in Europe, Asia Pacific and the Americas. We are a fun and dedicated group who like to work smart, so we can enjoy a good work-life balance. We come from all different backgrounds (education, geography, previous work experience, etc.) and use this to our advantage. If you enjoy a challenge and are looking to constantly develop yourself in an exciting and dynamic business, then this role is for you. The Person: The objective of this role is to have broad knowledge across all RMS products and solutions and to be responsible for first line support for RMS Clients. This role requires: + Someone with personal expertise, professionalism and who enjoys rolling up their sleeves and problem solving to develop solutions to interesting and challenging client support inquiries + Someone who enjoys collaborating and sharing ideas with colleagues as part of a highly cross-functional and dynamic team that makes everyone stronger in an environment that enables continued personal growth. + Someone who wants to apply their technical background to support diverse client environments and configurations while troubleshooting technical issues and supporting launches of new products and features. + Someone who wants to interact daily & directly with clients in order to cultivate relationships and ensure we address all our client's needs by fully understanding the nature of their enquiry and providing high value and comprehensive solutions that exceed client expectations. The Position: + Provide onsite and remote software support - individual will manage and bring to resolution customer inquiries/issues to meet RMS customer satisfaction standards. Individual will participate in the development of relevant documents for a support knowledgebase + Monitor the progress of client enquiries to ensure and confirm final resolution internally and externally, including ensuring the final resolution fully meets RMS standards + Escalate cases as necessary if not able to resolve within set timelines and process + Manage client expectations throughout resolution process + Perform advanced analysis/diagnosis of client systems and data and understand output analytics, implications, causation factors, interdependencies, etc. to drive the right set of actions for RMS and our clients + Support product release management activities - individual will participate in technical and end-user training, review documentation, perform installation, product distribution and system administration testing + Participate in client meetings by developing meeting materials (agendas, interview questions, scribing meeting notes + In collaboration with Client Success build knowledge of our Clients and their business environment (i.e. objectives, challenges, work processes, economic environment, etc.) to proactively support/resolve client questions + Responsible for building a full understanding of underlying specifications which allow the ability to run the software and resolve issues related to all aspects of our product suite + Develop broad knowledge of the entire RMS product suite (new and existing); develop deeper knowledge of the selected specialization areas (i.e. applications and technology) + Transfer knowledge, mentor and train other KC resources as needed + Responsible for disseminating new knowledge or feedback of product and/or service related issues to other RMS staff or clients as necessary Experience Required: + Must be educated to at least degree level in a relevant subject e.g. computer/IT or engineering related + The individual must be experienced in systems administration, problem solving, analysing data, performing evaluations, developing recommendations, and possess strong oral, written and presentation skills + Proven competence in issue resolution and management + The individual must have proven experience in supporting business applications + Must be self-directed with the ability to perform in cross-functional, multi-organisational and virtual teams + The individual must possess a strong competence and experience with the following foundation technologies that RMS products are built on: + Microsoft Windows and Server products + Microsoft SQL Server + Strong skills in relational database management systems/troubleshooting Desirable: + Experience working with clients in the Insurance or Reinsurance markets (including Brokers) is advantageous, as is experience in implementing or supporting business software applications into these markets + Competence in systems analysis, client management, systems deployment, and system int

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