SUMMARY OF ROLE
This role holder will be a vital link between our clients and the development teams, ensuring that project requirements are clearly defined, documented, and effectively translated into software solutions. You will assist in project planning, scope management, and communication with both technical and non-technical stakeholders. This role requires a strong understanding of business processes, exceptional communication skills, and a proactive approach to problem-solving.
ROLES AND RESPONSIBILITIES
Support Roles.

Incident Management: Assist in first line diagnosis of incident/service request details
Collaborate with clients and internal teams to gather and document detailed business requirements for software issues and enhancements.
Investigate and diagnose software-related problems reported by clients, providing timely resolutions or escalating to appropriate teams when necessary.
Utilise analytical tools and techniques to identify patterns, root causes, and potential areas of improvement in the software.
Collaborate with Quality Assurance teams to ensure that software deliverables meet quality standards and performance expectations.
Assist in testing and quality assurance activities to validate fixes and enhancements before deployment.
Maintain accurate and up-to-date documentation of issue resolution processes, troubleshooting steps, and customer interactions.
Provide excellent customer service by addressing inquiries, resolving problems, and ensuring clients are informed about the progress of their issues.
Participate in regular meetings with cross-functional teams to communicate updates on ongoing support issues and collaborate on solutions.
Contribute to knowledge-sharing initiatives by creating training materials, FAQs, and best practice documents for both clients and internal staff.
Incident Management: Assist in resolving incidents/service requests when first contacted whenever possible & Escalating incidents/service requests that they cannot resolve within agreed timescales
Incident Management: Assist in closing all resolved incidents, requests and other calls
Quality Assurance: - Executes test scripts under supervision. Understands the role of testing and how it works in systems development.
Contribute to user acceptance testing by validating that developed solutions meet the specified requirements and are aligned with business needs.
Maintain a thorough understanding of industry trends, best practices, and emerging technologies related to insurance software and business analysis
Work closely with development teams to translate business requirements into technical specifications, ensuring a clear understanding of the scope and objectives.
Participate in project planning activities, contributing insights into feasibility, resource allocation, and risk assessment.
Assist in the creation of project documentation, including requirement documents, use cases, process flows, and user stories.
Facilitate communication between development teams and clients, ensuring that project progress and any changes in requirements are effectively conveyed.
Assist interns during their internship program
As part of a team based structure that is focused on delivering value to the customer through an agile approach, take part in team activities that would rely on your expertise to delivering value and ensure team and personal growth.
Hold in an acting capacity for absent colleagues when called upon and as part of career growth and development.

Qualifications:

Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field.
Solid understanding of business analysis principles and practices.
Strong analytical skills with the ability to critically assess information and translate it into actionable insights.
Excellent communication skills, both written and verbal, to effectively interact with clients and internal teams.
Detail-oriented mindset with a focus on maintaining accurate records and documentation.
Basic understanding of software development processes and lifecycle.
Problem-solving aptitude with a proactive and adaptable approach to challenges.
Ability to work collaboratively in a team-oriented environment.
Familiarity with project management methodologies and tools.
Proficiency in using productivity software, project management tools, and issue tracking systems.