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Willis Towers Watson

IT Application Support Analyst

To provide technical software support and server administration to internal business functions in the Willis Re, minimizing the adverse impact of incidents and problems and preventing reoccurrence of incidents. Work closely with business and technical associates to ensure that value is provided through effective and efficient support of systems. A significant part of the role is providing support of catastrophe models software and other analytics toolsets.  Also involves software installations, upgrades and managing all associated changes to the application environments.

The Role
Support duties 75%
  • Global technical support for catastrophe modelling software and the systems which the application interacts with (MS Windows servers, MS SQL server databases and FTP tools.)
  • Update ticket log thoroughly within the ServiceNow call tracking tool. This includes all customer communications, resolution and root cause analysis.
  • Interact with other internal IT teams and external 3rd party vendors to trouble shoot and resolve underlying problems
  • Install software products including testing, bug reporting and applying patches and service packs to the software applications
  • SQL Server Database tasks such as monitoring, shrinking, detaching and moving of files 
  • Global Support and maintain the infrastructure located in the UK and US 
Proactive duties 20%
  • Working closely with the business, other IT departments and vendors to maintain the effectiveness of current systems and to work proactively to make improvements
  • Building and maintaining good relationships with both business and IT associates
  • Share customer feedback for the purpose of process improvement
  • Create/suggest opportunities for improvement in the areas of support and infrastructure monitoring
Documentation 5%
  • Ensure incident and problem records are up-to-date accurately and in a timely manner
  • Contribute to support knowledge base (create/update solution documents)
Key Outputs include:
  • Achieve high levels of user satisfaction
  • Application services meet or exceed agreed service levels
  • Measured contribution towards the reduction of count of incidents raised by known errors, aged problems, and change related failures
  • Incidents and problems are resolved within OLA and SLA
  • Compliance with published procedures and policies
  • Meaningful, actionable reports on service quality
  • Post incident reviews, problem root cause analysis, and corrective action plans
The Requirements

Required
  • Customer Service orientation with a strong bias toward action
  • 2+ years"EURTM experience in a hands-on role supporting business application systems, and an understanding of their architecture
  • High school diploma
  • Experience in providing services to agreed SLAs and OLAs
  • Understanding of technical IT issues to enable discussions with internal and external technical specialists
  • Strong analytical and problem solving skills
  • Must work well independently and as part of a team of software analysts and support technicians 
  • Experience with Microsoft SQL Server and Windows Servers
  • Good communication skills. Ability to communicate orally with end users, vendors, management, and co-workers is crucial. Regular use of phone, email and instant messaging for communication is essential
Desirable
  • Knowledge of Catastrophe modelling platforms such as RMS Risklink and AIR Touchstone software applications
  • Awareness of cloud hosting of infrastructure/software as a service
  • Experience of working in an ITIL environment
  • Experience using ServiceNow or other call tracking software
  • Ability to independently apply production upgrades and support the products and technologies
  • Flexible in working outside of core business hours at short-notice
The Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas "EUR" the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.
Willis Towers Watson is an equal opportunity employer
Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. 
Equal Employment Opportunity: Know your rights.
Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.




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