Application Support Analyst

The Hartford; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

The Hartford in London is seeking an INTL Application Support professional to maintain and improve key business applications for underwriting, claims and back-office processes. You will provide day-to-day user support for Subscribe and Exact Advantage and collaborate with internal teams and vendors on releases and rollouts.

You will investigate issues, document data flows, and ensure compliance with ITIL and SOX standards while contributing to audits and training for users.

Qualifications

• Experience with Subscribe and Exact Advantage or similar policy administration systems.
• Familiarity with ITIL incident, problem and change management.
• Experience supporting insurance applications is a plus.

Responsibilities

• Provide day to day user support for Subscribe, Exact Advantage and related reporting suites.
• Coordinate enhancements, releases and rollout activities.
• Investigate system errors and liaise with development teams to fix issues and test bugs.
• Coordinate with 3rd party support teams to resolve problems in a timely manner.
• Define support activities and KPIs within SLAs.
• Document application environments, dataflows and support processes.
• Adhere to Hartford and SOX standards; participate in audits.

Skills

SQL knowledge

SSIS/SSRS

ITIL practices

T-SQL

Technical writing

Windows servers

IIS

Communication

Tools

Subscribe

Exact Advantage

Job description

INTL Application Support - ID09WW We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future. Support and enhance key business applications for Hartford’s International operations, including underwriting, claims, and back-office systems. Collaborate with internal teams and vendors to maintain, improve, and implement IT solutions, while contributing to system rollouts, documentation, and user training.

Job Responsibilities

• Provide day to day support for user queries and problems relating to Subscribe, Exact Advantage and associated downstream applications and reporting suites.
• Coordinate and implement enhancements, releases, and support rollout activities.
• Investigate system errors and liaise with development teams to ensure errors are corrected and test bugs found in custom built solutions.
• Liaise and coordinate with 3rd party support teams to ensure problems are investigated and rectified in a timely manner.
• Defines support activities and metrics within SLAs and KPIs.
• Comprehensive documentation of application environments, dataflows, and support processes.
• Adherence to Hartford and SOX standards.
• Involvement in periodic audits of IT processes by internal and external auditors.

Qualifications & Capabilities

• Technical: Good knowledge and experience of Applications Support principals and issue investigation.
• Good understanding and experience of SQL database management systems, SSIS, SSRS and T-SQL.
• Good Technical Writing Skills.
• Working knowledge of industry best practices, ITIL (incident, problem, change, release).
• Basic knowledge of software development lifecycle (safe agile) processes.
• Knowledge and understanding of general infrastructure components.
• Experience of off-the-shelf insurance applications such as: Subscribe and Exact Advantage - desirable.
• Experience of other insurance applications such as Claims Management Lifecycle (DOCOsoft), document workflow (ImageRight), Tyche and data quality (DQ Pro) - desirable.
• Working knowledge of Windows 11, Windows Server - desirable.
• Good Experience of web server technology and application lifecycle e.g. IIS – desirable.
• Knowledge and understanding of Lloyd’s insurance market or other insurance background – highly desirable.
• Experience of supporting Lloyds Syndicate Policy Administration, Exposure Management and Policy aggregation Platforms - highly desirable.
• Personal: Strong customer service ethic Strong analytical and logical problem-solving skills Ability to learn and understand new products quickly Ability to prioritise and organise workload, handling varying priorities by setting expectations appropriately Clear communicator both written and verbal Ability to develop and sustain relationships with internal and external customers Ability to apply a pragmatic and collaborative approach when required Proactive with suggestions for improvements; thinks laterally; receptive to new ideas Demonstrates ownership and responsibility Personable and proactive approach to supporting business users Experience Relevant experience in the insurance industry, preferably London Market.
• Experience: Relevant experience of Subscribe and Exact Advantage or similar policy administration and aggregation systems. Relevant experience of application support responsibilities.

About Us | Our Culture | What It’s Like to Work Here

Every day, a day to do right. Showing up for people isn’t just what we do. It’s who we are – and have been for more than 200 years. We’re devoted to finding innovative ways to serve our customers, communities and employees—continually asking ourselves what more we can do. Is our policy language as simple and inclusive as it can be? Can we better help businesses navigate our ever-changing world? What else can we do to destigmatize mental health in the workplace? Can we make our communities more equitable? That we can rise to the challenge of these questions is due in no small part to our company values that our employees have shaped and defined. And while how we contribute looks different for each of us, it’s these values that drive all of us to do more and to do better every day.

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