Application Support Analyst in City of London

Who are we? Ki insures. Ki’s mission is simple. Digitally transform and revolutionise a 335-year-old market. Ki has created a platform that uses algorithms, machine learning and large language models to give insurance brokers quotes in seconds. Ki is proudly the biggest global algorithmic insurance carrier. It’s the fastest growing syndicate in the Lloyd's of London market, and the first ever to make $100m in profit in 3 years. Ki’s teams work in an agile, cross-functional way to build the best experience for its customers.

We are seeking an Application Support Analyst to provide hands-on support for several applications that are being transitioned from our sister company. The ideal candidate will have a strong background in supporting a wide range of SaaS and COTS products, with specific experience of Insurance applications. This role involves troubleshooting, resolving technical issues, and providing exceptional customer support to ensure the smooth operation of our software solutions. The solutions supported cover several mid and back-office teams within Ki such as Finance, Underwriting Operations, Claims, Actuarial, Risk and People teams.

What you will be doing:

• Provide technical support for a wide range of SaaS and COTS applications.
• Troubleshoot and resolve application issues reported by end users quickly.
• Collaborate with development teams within Ki and vendors to identify and fix issues.
• Oversee the day-to-day operations of various applications, ensuring they are running efficiently and effectively.
• Monitor system performance and health, addressing potential issues proactively.
• Perform routine application maintenance tasks, such as applying updates and patches, and ensuring the application environment is stable and secure.
• Create and maintain documentation related to application support processes, procedures, and knowledge base articles.
• Conduct training sessions and create user guides to help end users maximize the use of our products.
• Lead the response to application-related incidents, ensuring timely resolution and minimal disruption to business operations.
• Perform root cause analysis to investigate the underlying causes of application problems to prevent recurrence.

What you will bring to the role:

• Proven problem-solving skills and a proactive approach to improving system performance.
• A wide range of technical skills to cover the breadth of applications supported.
• Prior Insurance domain/application knowledge is crucial to this role.
• Experience with ITIL frameworks.
• Deep knowledge of IT service management (ITSM) processes, including incident and problem management.
• Proficiency in performance monitoring tools and techniques.
• Able to quickly understand business domains and assess genuine business value.

What to expect during the recruitment process:

• Initial recruiter screening call.
• Interview with hiring manager.
• Technical Interview (this may vary depending on the role).
• Values Interview.

Ki Values:

• Know Your Customer: Put yourself in their shoes. Understand and balance the different needs of our customers, acting with integrity and empathy to create something excellent.
• Grow Together: Empower each other to succeed. Recognise the work of our teams, while celebrating individual success. Embrace diverse perspectives so we can develop and grow together.
• Be Courageous: Think big, push boundaries. Don’t be afraid to fail because that’s how we learn. Test, adapt, improve - always strive to be better.

Our culture:

At Ki, we are committed to creating an inclusive environment where every colleague is valued and respected for who they are and can do the best work of their careers. Inclusion is a critical foundation of our business and people strategies and supports our vision of becoming a market-leading, digital and data-led specialty insurance business. An inclusive workplace fuels innovation because creativity thrives when everyone feels valued, respected, and supported to drive it. So, no matter who you are, where you’re from, how you think, or who you love, we believe you should be you.

What we offer:

You’ll get a highly competitive remuneration and benefits package. This is kept under constant review to make sure it stays relevant. We understand the power of saying thank you and take time to acknowledge and reward extraordinary effort by teams or individuals.

If this sounds like a role and a culture that appeals to you, apply now!