Support Analyst

DXC Technology; United Kingdom; On-site; GBP 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Senior Support Analyst, where you will play a pivotal role in supporting innovative insurance software solutions. This exciting position involves troubleshooting, mentoring, and collaborating with clients to enhance their experience. You will utilize your SQL Server expertise to develop and implement solutions, ensuring high-quality service delivery. With a commitment to inclusivity and excellence, this role offers a dynamic environment where your contributions will significantly impact the insurance market. If you thrive in a challenging atmosphere and are passionate about technology, this opportunity is perfect for you.

Qualifications

• Experience in second-line software support roles.
• Ability to produce high-standard documentation.
• Active experience with SQL Server, including stored procedures.

Responsibilities

• Support client configurations and resolve day-to-day queries.
• Document and plan fixes/changes as required.
• Mentor and train team members.

Skills

Problem-solving skills

SQL Server

Analytical skills

Database design best practice

Documentation skills

Client advising

Tools

XFI application tools

Windows environments

Job description

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DXC Technology (DXC: NYSE) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner network combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.com

DXC’s Insurance Software and BPS business provides a range of software and services to the global insurance market including life, wealth, health, commercial and speciality, property and casualty, and reinsurance. DXC is also a key partner of the London Market, providing digital transformation and outsourcing services.

DXC’s insurance business has 13,000 domain experts serving 2,000 insurance customers operating in over 100 countries worldwide

Role Summary

To support DXC’s XFI insurance software implemented across London Market, General and Health insurance markets. The support team support sits across an international footprint, with clients opting for either dedicated or non-dedicated team support. The role requires the use of SQL Server and XFI application tools to provide issue resolution in line with contracted SLA’s as well as helping develop additional functionality as required by clients. A Senior Support Analyst will also be expected to provide elements of mentoring and training to team members and to support the role of the Support manager when required.

Key Accountabilities and Responsibilities:

• Supporting client’s existing configurations and day-to-day queries.
• Using analytical skills to debug and troubleshoot configuration or systemic issues.
• Conduct triage and analysis of support requests from the client whilst adhering to contracted SLA’s.
• Estimation and design of solutions to insurance issues.
• Gathering and interpreting client business requirements.
• Documenting and planning of fixes/changes required.
• Development of fixes/changes utilizing SQL Server and DXC’s XFI application tools.
• Conducting developer testing and peer reviews.
• Deployment of fixes/changes into client systems adhering to client specific release processes and audit requirements.
• Communicating with client at all stages of development lifecycle to provide excellent customer service.
• Demonstrate fixes/changes with end users and assist in QA and UAT testing efforts.
• Work a shift pattern or on-call rota within the support team to cover core contracted support hours if/when required (dependent on client and product experience).
• Have the experience to independently support a client (or group of clients) with BAU issues through the full development lifecycle without need of assistance.
• To design, develop, review and execute system test scripts.
• To prepare technical system documentation as reference for testing and support as required.
• To proactively and effectively work with internal and external teams when required to achieve issue resolution.
• To proactively escalate issues with line manager when required.
• To proactively ensure that coding standards and best practice approaches adhered to and updated when required.
• Entering time reporting in to current time reporting system on a weekly basis to allow invoicing to occur.
• Provide mentoring and training to team members.
• To provide cover and assistance to the support manager when required and to assist with release management and client meetings.

Essential Skills/Qualifications:

• Excellent problem-solving skills.
• Knowledge and understanding of database design best practice
• Worked in either a BA or second-line software support role
• Ability to produce documentation to a high standard.
• Ability to advise and influence client directions in relation to scope, time, costs and approach.
• Ability to take decisions at the appropriate time, considering the needs of the situation, priorities, constraints and the availability of necessary information.
• Availability to travel to client sites both domestic and international should the need arise.
• Hard-working, enthusiastic and enjoys being challenged.
• Able to demonstrate examples of learning new software tools/products.
• Active experience of using SQL Server. Must be confident in all aspects of SQL including:
• Stored procedures / Triggers / Views / Functions / Indexes.
• Table creation and maintenance require detailed data entry.

Desirable Skills/Qualifications:

• The ability to confidently present information to internal and external clients
• Ability to conceptualize and build complex system architectures using DXC’s XFI Software and the database together. Ability to interpret errors to resolve problems.
• Experience in data analysis and reporting.
• Understanding of metadata systems.
• Knowledge of development life-cycle best practices.
• Detailed knowledge of Windows environments.
• Other programming experience
• ITIL Qualification

DXC Technology is committed to the development of a fully inclusive workforce. All applications for employment are assessed purely on merit, against the capabilities and competencies required for the role.

DXC Technology does not discriminate on the basis of gender, ethnic origin, race, faith or sexual orientation

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting, Insurance, and Insurance Agencies and Brokerages

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