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- Tasks: Provide top-notch application support and user training for the Acturis platform.
- Company: Join Howden, a global insurance group with a strong employee ownership culture.
- Benefits: Enjoy flexible working hours, career progression, and a supportive team environment.
- Why this job: Make a real impact in a collaborative team while enhancing your skills.
- Qualifications: 3 years of Acturis experience and strong communication skills required.
- Other info: Embrace diversity and define your own career path with us.
The predicted salary is between 30000 - 40000 ÂŁ per year.
Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.
People join Howden for many different reasons, but they stay for the same one: our culture. Itâs what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities â work / life balance, career progression, sustainability, volunteering â youâll find like-minded people driving change at Howden.
Howden is seeking an experienced Support Analyst to join the Acturis Support team, providing highâquality application support, user training, and continuous improvement across the Acturis platform.
Location: Home Based (with occasional travel)
Department: Broking Application Support Team
Reports to: Broking Application Support Manager
Key Responsibilities
- Acturis Support & Helpdesk
- Manage the internal Acturis helpdesk, ensuring queries are logged, prioritised, and resolved in line with agreed SLAs
- Provide timely updates to users throughout the lifecycle of their requests
- Maintain accurate helpdesk records and proactively chase outstanding actions
- Escalate complex or highâimpact issues to the line manager where appropriate
- Support users across all communication channels
- System & Process Improvement
- Maintain accurate system configuration and change records
- Identify trends in support requests and assess root causes (system issues, training gaps, or enhancement opportunities)
- Gather user feedback and development suggestions and liaise with Acturis where required
- Collaborate with the wider applications team on planned and ongoing initiatives
- Knowledge Sharing & Training
- Create and maintain clear, userâfriendly guides and knowledge articles
- Deliver training to Super Users and support knowledge sharing across the business
- Provide Acturis training and mentoring to other team members
- Share bestâpractice tips and system enhancements with stakeholders
- Reporting & Governance
- Produce relevant management information and reports for senior stakeholders
- Ensure compliance with FCA principles, GDPR, AML regulations, the Bribery Act 2010, and applicable sanctions
- Uphold Howdenâs service standards and always act in the best interests of clients
Knowledge & Experience
- Essential
- Minimum 3 yearsâ Acturis experience
- At least 2 yearsâ insurance customerâfacing experience
- Strong understanding of insurance operations and industry challenges
- Proven ability to prioritise workload and meet deadlines within SLA requirements
- Desirable
- Experience in an application support or systems administration role
- Knowledge of other insurance systems
- Understanding of regulatory and legal requirements (e.g. FCA, GDPR, TCF)
- Familiarity with Howdenâs operational landscape
Skills & Behaviours
- Excellent written and verbal communication skills
- Ability to translate technical concepts into businessâfriendly language
- Strong attention to detail and accuracy
- Confident engaging with stakeholders at all levels
- Strong organisational and timeâmanagement skills
- Effective negotiation and problemâsolving abilities
- Proficient in Microsoft Office applications
- Willingness to support and develop team members
Qualifications
- GCSEs (or equivalent) including English and Mathematics
Additional Information
- Full UK driving licence and willingness to travel
- Flexible working hours, subject to business needs
A career that you define. At Howden, we value diversity â there is no one Howden type. Instead, weâre looking for individuals who share the same values as us:
- Our successes have all come from someone brave enough to try something new
- We support each other in the small everyday moments and the bigger challenges
- We are determined to make a positive difference at work and beyond
Reasonable adjustments
Weâre committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours or hybrid working. If youâre excited by this role but have some doubts about whether itâs the right fit for you, send us your application â if your profile fits the roleâs criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.
Support Analyst employer: Howden Group
Contact Detail:
Howden Group Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Support Analyst
â¨Tip Number 1
Network like a pro! Reach out to current or former employees at Howden on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
â¨Tip Number 2
Prepare for the interview by practising common questions related to support roles. Think about how youâd handle specific scenarios, especially around user training and system improvements. We want to see your problem-solving skills in action!
â¨Tip Number 3
Show off your knowledge of Acturis! Brush up on its features and think about how you can contribute to the team. Being able to discuss your experience confidently will set you apart from other candidates.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets seen by the right people. Plus, it shows youâre genuinely interested in joining the Howden family.
We think you need these skills to ace Support Analyst
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter for the Support Analyst role. Highlight your Acturis experience and any relevant skills that match the job description. We want to see how you fit into our culture and values!
Show Off Your Communication Skills: Since this role involves a lot of user training and support, itâs crucial to demonstrate your excellent written and verbal communication skills. Use clear and concise language in your application to reflect this ability.
Highlight Problem-Solving Abilities: We love candidates who can tackle challenges head-on! Share examples of how you've resolved issues in previous roles, especially in application support or customer-facing positions. This will show us you're ready for the dynamic environment at Howden.
Apply Through Our Website: Donât forget to submit your application through our website! Itâs the best way for us to receive your details and ensures youâre considered for the role. Plus, it shows youâre keen on joining our team!
How to prepare for a job interview at Howden Group
â¨Know Your Acturis Inside Out
Make sure you brush up on your Acturis knowledge before the interview. Understand its features, common issues, and how it integrates with insurance operations. This will show that you're not just familiar with the platform but also ready to tackle any challenges that come your way.
â¨Showcase Your Communication Skills
As a Support Analyst, you'll need to communicate effectively with users and stakeholders. Prepare examples of how you've translated technical jargon into user-friendly language in the past. This will demonstrate your ability to engage with people at all levels.
â¨Prepare for Scenario-Based Questions
Expect questions that ask how you'd handle specific support scenarios. Think about times you've resolved complex issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
â¨Highlight Your Team Spirit
Howden values collaboration, so be ready to discuss how you've supported and developed team members in previous roles. Share examples of how you've contributed to a positive team culture and helped others succeed, as this aligns with their core values.