Senior Business Systems Analyst
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| Job Type | Perm |
| Area | Chelmsford, England |
| Sector | Insurance |
| Salary | from GBP 70,000 |
| Advertiser | Eurobase People |
| Job Ref | 25192 |
| Job Views | 13 |
- Description
- The overriding purpose of this senior, client-facing role is to ensure the success and excellent satisfaction of our live clients in their use of the product and the support services they receive. As this is a senior position, you will:
• Build successful and long-lasting client relationships. You will aim to become their go-to expert to ensure they get the most from the product, as well as representing those clients within Eurobase.
• Collaborate with clients, peers and colleagues as necessary to investigate and promptly resolve incidents and respond to requests.
• Apply and develop your business and product expertise to have strategic discussions with clients, understand their requirements and deliver changes.
We are a team of specialists that provides support for our enterprise (re)insurance application, Synergy2, to small groups of knowledgeable client staff. The support requests are relatively low volume and can be challenging, requiring a high level of (re)insurance business knowledge, problem solving abilities and determination. This is not an end user/desktop support role.
In addition, a good technical understanding with the ability to query databases and work with large and complex data sets would be of significant benefit. Due to the close collaboration with other areas of the business, there is the potential for a number of career pathways.
Key Result Areas:
1. Ensure the excellent satisfaction of our live clients
1.1. Be accountable for your clients’ success, understanding their business and taking the lead where required. This could range from leading the resolution of complex incidents and service requests through to the leading the end-to-end implementation of change requests.
1.2. Provide excellent and timely communications with clients, both verbal and written.
1.3. Collaborate with peers and colleagues as and when required, to deliver for your clients and theirs. This will at times involve covering the support duties of peers, such as while they are on annual leave.
1.4. Work with third parties in our support of clients, including providers of business intelligence tools and hosted services.
1.5. Ensure the management of your clients’ support work, including reducing the ticket backlog.
1.6. Provide occasional out of hours on-call support, voluntarily wherever possible and with compensation.
2. Strengthen client relationships
2.1. Meet clients as required by support or project situations because direct conversations often lead to faster and better outcomes.
2.2. Have regular reviews and strategic discussions with your clients to ensure they are getting the most from the product and the support service.
2.3. Gather and present formal service review data, if required by your clients.
3. Become a business and product expert
3.1. Lead the response to client change requests by learning and understanding clients’ business requirements, propose solutions, obtain estimates, provide formal documentation, seek approvals, coordinate releases and be accountable for the overall quality of deliveries, including your own hands-on testing.
3.2. Become a recognised expert in your clients’ use of the product, to be able to advise both clients and colleagues internally.
3.3. Act in a lead business consultant role in occasional project work as and when required by others.
3.4. Use your product expertise and commercial awareness to identify strategic opportunities for your clients and revenue opportunities for Eurobase.
3.5. Use your product and industry knowledge to contribute to business development.
4. Act on clients’ behalf within Eurobase
4.1. Be a guardian of your clients’ budgets, ensuring that spends are fair, justified and good value for money. For example, challenging estimates, stipulating spend limits and monitoring spend against budgets.
4.2. Ensure the compliance with your clients’ contracted support requirements, including meeting SLA targets and providing support according to individual support scopes.
4.3. Ensuring at least 80% of your time is on chargeable client activities, tracked through the timely and accurate completion of your timesheets.
5. To undertake any other duties within your skills confidence to support the attainment of Eurobase’s key objectives and values
5.1. Ensure continuous improvement of role and development of self.
5.2. Seek to continuously improve the quality and value of outputs by working with key colleagues.
6. Responsible for positively contributing to a safe work environment ensure compliance with H&S. Protect all personal information in adherence with GDPR etc
6.1. Complete all mandatory training and any corporate refresher training where required.
