About DUAL
With the ambition to be the best MGA in the world, we have developed over two decades into one of the largest international underwriting agencies and cover holders. We enjoy the trust of the leading insurance and reinsurance companies. As an organization where independence and people are central, we are a home for talent with a unique culture: The largest small company in the world!
Founded in 1998, DUAL is a leading global company with more than 1,500 employees and total premium revenues of USD 3.5 billion. Our global network enables us to provide access to international expertise, knowledge, and developments, so that we can continuously improve our products and services. We work hard to understand our customers' needs to ensure they receive consistently excellent service from DUAL.
Role overview
As an I.T. Support Analyst, you’ll play a vital role at DUAL, delivering exceptional, customer focused & service driven support on a variety of applications, Salesforce being the primary technology.
The Service & Support group have a wide remit, they currently support users in UK and Europe with colleagues and vendors across the globe inclusive of coordination of IT security, DR and BCP planning.
The profile of the applications/utilities we service include industry leading vendor supplied applications which we actively administer and trouble shoot, as well as our own bespoke Salesforce implementation developed internally with multiple partners.
You will work alongside a team of other support analysts across the globe with a blend of experience and seniority, You will report into the Service and Support manager who will provide direction on your daily tasks and assist in the growth of your career.
Role responsibilities
* Providing clear and concise responses to all incidents raised.
* Administering tickets within our ITSM platform is a key responsibility, this is heavily relied upon by executive management.
* Compile and maintain knowledge articles used by the wider IT group.
* Manage users and licenses including new user setup/deactivation, roles, profiles, permissions, public groups.
* Proactively provide resolution to issues.
* Configure changes, including (but not limited to): Flow, fields, page layouts, record types, custom settings, dashboards, documents & reports.
* Actively work with more senior management of staff to highlight trends/issues.
* Ensure you take full advantage of the breadth of knowledge within the team and maintain an active network of contacts across both DUAL and its parent group.
Key requirements
* Experience in administration/configuration of administration systems, ideally in Insurance Policy
* Experience of working in a rapidly changing fast paced dynamic IT environment.
* Ability to speak comfortably with colleagues at all levels (Up to COO) and be able to work across multiple business and I.T. disciplines.
* Ability to adapt your communication to cater for different audiences.
* Ability to write SQL to query databases.
* Excellent communication skills.
* Ability to adapt to changing priorities and to be able to context switch.
* Ability to effectively analyse and resolve complex system problems.
* A proactive attitude to enhancing the platform with the end goal of providing a stable platform and service.
* A desire to keep learning, be proactive and help us continually improve and enhance our ecosystem while keeping colleagues & users’ satisfaction as a priority.
* Enthusiasm towards continued personal/professional development.
* Professional proficiency in Enlgish language
Desired
* Experience with the RiskWrite platform (Sabrefish)
* Experience of programming languages/syntax
* Experience with offshore service providers.
* Exposure to Oracle and/or SQL Server databases
* Exposure to London Lloyds market practices
* Exposure to monitoring tools and processes.
* General understanding of insurance platforms & products.
* Active in the IT community i.e. Forums, StackExchange etc.
What do we offer in return?
* A competitive salary
* Benefits package
* Birthday off
* Flexibility with truly hybrid working
* A career you define
* A challenging role at one of the most ambitious underwriting agencies
* Collaboration with specialists and market leaders where your development and growth are central
Our culture: People First
Our core values dictate how we live and work. We are a group with independence and people at its heart and we are a home for talent with a unique culture: the biggest small company in the world.
The focus on being a People First business has always been at the very heart of the Group; Our vision was to create an independent business with a unique culture and one that would survive and thrive as a business controlled by the people working for it. And finding the most talented and entrepreneurial people to join the Group has been and will continue to be key.
Diversity & Inclusion
At DUAL we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.
If you have any questions about this vacancy, please contact Maya Khitrova (HR) on maya.khitrova@dualgroup.com / +31 (0)6 22 84 13 56
We can’t wait to hear from you!