Business Support Operator

We place a premium on meeting our customers' high expectations of our products. Through contracted support services, our support team plays a key role in delivering service to our operationally live clients. The goal of the Service Operations team is to deliver excellent service that we can take pride in through accuracy, efficiency, data-driven decision making and automation. The Service Operator II role is expected to be a key player within that team. They will be expected to become a subject matter expert on the various processes of Service Operations, assist junior members of the team, be comfortable standardising and documenting complex processes and own and deliver key initiatives.

The Service Operator II has a Continuous Improvement mindset and is expected to be able to understand how our processes do and do not support client success. Where processes are failing to meet these expectations, they can suggest alternative ways of working or kick off initiatives to help. They also recognise and mitigate negative client experiences on tickets.

• Service Request Processing: Extremely competent at processing documented requests including the most complex types where analysis skills may be required.
• A natural initial escalation point for queries from more junior team members.
• Assist with Management of Service Operations: Monitor, prioritise and manage Service Request request queues.
• Assist with maintaining the Service Operations Catalogue and proactively speak to members of the wider team to understand which processes can be brought into Service Operations.
• Defining, creating and implementing new Service Operations.
• Analyse dashboards/tickets for Servicing Task opportunities.
• Fully own the analysis and documentation of new processes.
• Evolve and improve existing Service Operations tasks, including assisting with Service Request automations.
• Being a strong source of Continuous Improvement ethos within the team.
• Other general responsibilities: Have an awareness of & be proficient in executing and adhering to department processes in which training has been supplied.
• Working within a team environment – helping colleagues to achieve team goals.
• Through IT Service Management tooling to collect information relating to client requirements pertaining to service requests.
• Undertake administrative tasks needed to deliver support services to the clients.
• Escalating/engaging with Technical Support, Development, Client Environment Management and Service Delivery Management teams as required.
• Have a basic awareness knowledge of some business processes and associated products which VSBS sells to help clients deliver their business processes.
• Developing an understanding of customers’ business and operational environment.
• Assisting with the creation of help centre articles and internal training materials to support business and technical understanding of others.
• Ensure that any risks are raised with senior management or via standard process.
• Ensure that clients’ data is secure and properly managed.

• A formal tertiary qualification, preferably in computer science, business information systems or other subject which involves some degree of technical analysis, and/or, professional experience which is clearly evidencable.
• Experience: 2+ years in customer-facing support role ideally in the IT sector.
• Skills: Strong attention to detail, able to communicate effectively with both customers (technical and non-technical) and internal stakeholders, ability to follow and adhere to documented instructions, processes and standards, strong process documentation skills, motivated self-starter, able to manage own workload and manage expectations of stakeholders, confidence to seek support of peers and management as required, good grasp of Microsoft Office and Sharepoint, mentoring or coaching junior team members, good understanding of the principles and concepts of ITIL.

• Qualifications: ITIL v4 Foundation, Lean Six Sigma Yellow.
• Skills: Exposure to programming languages and a strong technical background, strong problem-solving skills, customer experience qualifications, basic knowledge of SQL, basic knowledge of the Insurance Industry.

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster. At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.

Verisk Analytics is an equal opportunity employer. All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk’s minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.