Business Application 1st & 2nd line Support Analyst

One America Square, 17 Crosswall, London, EC3N 2LB

London office and flexible working

The Company

Ambitious growth calls for ambitious people, which is why we focus our energy on inspiring and supporting our colleagues every step of their self-development journey at SRG. You’ll often hear us say that people and culture is at the heart of everything we do, and our People & Culture team lead our pursuit of creating a culture where colleagues are both engaged and motivated to be their best at work. People are the first element of our business plan, which ensures our colleagues are at the forefront of all business decisions – meaning you’ll be working for a company that genuinely cares about you! We are kind, positive and thoughtful in our approach and are building a company we are proud to tell our friends and family about.

The Role

This is a Group level role supporting the Group Business Application Support and Service Desk. We are a small but effective team who pride ourselves in our customer-service and “can-do” attitude. We work closely together to share knowledge and skills to be the best we can be.

Specialist Risk Group (SRG) have embarked on an exciting period of strategic growth which means our user base is growing quickly. The Business Application Support Analyst will be part of a team that is an integral part of acquisition application integrations, and responsible for the support / BAU configuration for several application systems and is responsible for the change request cycle.

Working as part of the Business Application Support Team, you will initially support Acturis and riskSERVE users in BAU with the opportunity to be a part of Projects, working closely with the other team members.

The role of the Business Application Support Analyst’s requires the individual to have the willingness to want to aid in supporting all aspects of the Application Support Service. The role requires the individual to be the 1st and 2nd line support for a small number of applications initially, triaging, managing, actioning and escalating tickets received into the Business Applications team via a dedicated portal.

Key Responsibilities

The key responsibilities of the role include, but are not exclusive to :

    • Responsible for application support activities including maintenance, administration, 1st/2nd line support, testing and QA of new functionality.
    • Ownership of the triage process of the Application incidents/problems/change requests
    • Troubleshoot and triage reported Application problems, diagnose and solve Incidents/problems and escalate to team members when unable to resolve
    • Incident and problem management
    • Provide exceptional Service support to the business
    • Provide solution(s)/work around(s) to incidents and Problems
    • Contribute to polices, processes and procedures
    • Manage configuration changes through agreed process
    • Manage and maintain system document templates such as User Guides
    • On/offboarding of users
    • Miscellaneous job-related duties as assigned.
    • Work to SLA thresholds for incident(s), request(s) and problem(s)
    • Prioritising and managing multiple open cases across applications
    • Establishing a good working relationship with the other team members, the business users and 3rd party suppliers
    • Keep up to date with functionality changes to Applications
    • Monitor the ticket system for trends and escalating where required

About You

  • Previously worked in a similar role supporting Acturis, ideally for 2 years or more.
  • Challenge the business to properly and appropriately define the changes necessary to deliver the business outcomes that are being sought.
  • Actively take part in the Company’s appraisal review process, which is to be conducted on at least an annual basis.
  • Ability to facilitate remote sessions with business / external parties.
  • Be enthusiastic and willing to learn new applications.
  • Ability to work effectively in a fast-paced environment.
  • Follow the company’s systems and procedures at all times to ensure compliance in all aspects of work.
  • Adhere to all Group Policies.


Team working

  • Ability to work independently as well as part of a team
  • Actively contributes with problem solving and supporting other members of the team
  • Is helpful and treats colleagues with courtesy.
  • Responds and relates well to peers and those in positions of authority.


Technical Skills

  • Experience with Acturis configuration is essential.
  • Experience of building and maintaining Acturis document templates, Complex and Simple, is desirable
  • Experience of working with Acturis Workflows is desirable
  • Experience with other Insurance or Broking Administration systems is desirable

Systems/processes knowledge

IT knowledge – Acturis Broking Administration System.

IT knowledge – Microsoft packages

  • Has a detailed understanding of the appropriate Microsoft suite and other packages used to produce documentation and process information as well as using applications such as as a conferencing and data management solution

For more information on this role, please contact the People & Culture team – people&

To apply, please submit your C.V. and any relevant supporting documentation via email, stating which role you are interested in.

Apply here

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