Broking Systems Support Analyst
SBG are currently seeking a Broking Systems Support Analyst to support the day-to-day operation, stability and continuous improvement of the systems that underpin our broking function. This role is responsible for providing operational and technical support for the Open GI platform and related broking applications, ensuring issues are identified, investigated and resolved in a timely and effective manner.
Working closely with business stakeholders, technology teams and external suppliers, the successful candidate will support system maintenance, testing, enhancements and change initiatives. They will play a key role in documenting processes, managing escalations, coordinating supplier engagement and identifying opportunities to improve system performance and user experience.
The Broking Systems Support Analyst will help ensure our broking systems remain reliable, efficient and aligned to the evolving needs of the business, contributing to the delivery of high-quality services across the organisation.
- Provide First-Line Systems Support: Deliver operational and technical support for the Open GI platform and associated broking systems. Investigate user issues, assess business impact, document findings, escalate where appropriate, and support timely resolution to minimise disruption.
- Manage and Resolve System Incidents: Support the investigation, triage, escalation and resolution of system incidents, working closely with internal teams and third-party suppliers. Contribute to root cause analysis and identify opportunities to prevent recurring issues.
- Support System Maintenance and Release: Assist with scheduled maintenance, system upgrades, releases and configuration changes. Ensure activities are completed in line with agreed processes, with appropriate testing, validation, communication and follow-up.
- Contribute to System Enhancements and Change: Support the delivery of system improvements by gathering business requirements, documenting proposed solutions, assisting with configuration changes, coordinating testing activities and supporting implementation.
- Coordinate and Execute Testing Activities: Support functional, regression and user acceptance testing for system developments, enhancements and updates, ensuring changes are thoroughly tested and successfully integrated into existing systems.
- Liaise with Third-Party Suppliers: Build effective relationships with external suppliers and support partners to investigate issues, progress service requests, validate fixes and coordinate system changes in line with business priorities.
- Maintain Documentation and Knowledge Resources: Create, maintain and enhance system, process and support documentation, ensuring information is accurate, accessible and supports knowledge sharing across the team and wider business.
- Support Month-End Processing Activities: Participate in rota-based month-end processes, including activities undertaken outside normal business hours, to ensure critical business operations are completed accurately and on time.
- Provide Out-of-Hours Support: Participate in the team's out-of-hours support rota to help maintain system availability and respond to critical issues when required.
- Undertake Systems Administration and Governance Activities: Complete day-to-day administrative tasks, maintain accurate records and ensure all activities are documented and managed in accordance with internal policies, procedures and audit requirements.
- Proven experience supporting, administering or configuring the Open GI platform, with a strong understanding of broking systems and associated business processes.
- Strong analytical skills, including advanced use of Microsoft Excel and the ability to analyse data, identify trends and investigate system or operational issues.
- A minimum of two years' experience within the insurance industry, with a good understanding of insurance products, broking operations and customer service principles.
- Sound knowledge of FCA regulations, Consumer Duty and Treating Customers Fairly (TCF), with an awareness of the importance of delivering positive customer outcomes.
- Experience gathering, documenting and communicating business requirements to support system enhancements, process improvements and issue resolution.
- Strong problem-solving skills, with the ability to investigate incidents, identify root causes, assess business impact and support effective resolution.
- Experience supporting system changes, testing activities, release management and operational readiness processes.
- Ability to create and maintain clear, accurate documentation, including system procedures, support guides and process documentation.
- Excellent written and verbal communication skills, with the ability to build effective relationships and communicate confidently with both technical and non-technical stakeholders.
- Strong organisational skills with the ability to manage multiple priorities, meet deadlines and adapt to changing business needs.
- Customer-focused with a commitment to delivering a high-quality service.
- Proactive, inquisitive and solutions-driven approach to problem-solving.
- Strong attention to detail and commitment to accuracy.
- Collaborative team player with the ability to build productive working relationships across the business.
- Resilient, adaptable and capable of working effectively in a fast-paced environment.
- Committed to continuous improvement and identifying opportunities to enhance systems, processes and service delivery.
Desirable Skills & Experience
- Experience working with additional broking, workflow, automation, document management or reporting systems.
- Knowledge of SQL or other data querying and reporting tools.
- Understanding of incident, problem, change and release management principles and best practices.
- Relevant qualifications in insurance, business analysis, IT service management, systems administration or a related discipline.
- Hybrid working – 2 days in the office and 3 days working from home
- 25 days annual leave, rising to 27 days over 2 years’ service and 30 days after 5 years’ service. Plus bank holidays!
- Discretionary annual bonus
- Pension scheme – 5% employee, 6% employer
- Flexible working – we will always consider applications for those who require less than the advertised hours
- Flexi-time
- Healthcare Cash Plan – claim cashback on a variety of everyday healthcare costs
- Electric vehicle – salary sacrifice scheme
- 100’s of exclusive retailer discounts
- Professional wellbeing, health & fitness app - Wrkit
- Enhanced parental leave, including time off for IVF appointments
- Religious bank holidays – if you don’t celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year.
- Life Assurance - 4 times your salary
- 25% Car Insurance Discount
- 20% Travel Insurance Discount
- Cycle to Work Scheme
- Employee Referral Scheme
- Community support day