Application Support Analyst

The Hartford; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

The Hartford in London is seeking an INTL Application Support professional to help maintain and improve key business applications across underwriting, claims, and back-office systems. You will work with internal teams and vendors on rollouts, documentation, and user training.

Responsibilities include supporting Subscribe and Exact Advantage, coordinating releases, and ensuring issues are resolved and tested with developers. Strong SQL, ITIL, and documentation skills are essential.

Qualifications

• Experience providing application support for core business systems.
• Knowledge of Subscribe and Exact Advantage or similar policy systems is desirable.
• AIT/ITIL practices and incident management experience preferred.
• Familiarity with software development life cycles and releases.
• Understanding of SQL databases and reporting tools (SSIS/SSRS).
• Ability to write clear technical documentation and user guides.
• Experience supporting Lloyd's or London Market insurance platforms is advantageous.

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.

Skills

Applications Support

SQL databases

SSIS

SSRS

T-SQL

ITIL

Safe Agile

Windows 11 knowledge

Web server IIS

Insurance industry knowledge

Tools

Subscribe

Exact Advantage

DOCOsoft

ImageRight

Tyche

DQ Pro

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.

• 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