Senior Support Analyst - Wholesale

About the role

You will play a key role in supporting business-critical applications while also: Acting as a bridge between IT and business teams Leading service reviews and continuous improvement initiatives Ensuring clear communication and alignment during incidents and changes Driving better user experience and operational efficiency across systems You'll work closely with underwriting, operations, technology teams, and vendors, helping translate business needs into effective support outcomes.

Responsibilities

• Business Partnership & Stakeholder Engagement
• Act as a key point of contact for business stakeholders, building strong, trusted relationships
• Lead and contribute to service reviews, ensuring services meet business expectations
• Communicate clearly and confidently during incidents, changes and BAU activity
• Capture feedback and identify opportunities to improve user experience
• Application Support & Service Delivery
• Provide support for a mix of core business applications (SaaS and on-prem)
• Take ownership of issues from initial investigation through to resolution and communication
• Ensure services are delivered in line with SLA/KPI expectations
• Support business users with queries, system issues and operational challenges
• Incident & Problem Management
• Coordinate and communicate during major incidents, ensuring clarity for business stakeholders
• Lead post-incident reviews, identifying root causes and improvement actions
• Drive improvements to reduce repeat issues and improve service resilience
• Continuous Improvement & Governance
• Identify service gaps and drive process improvements and efficiencies
• Contribute to audit readiness, control frameworks and service governance
• Maintain clear, user-friendly documentation and support materials
• Support change and release activity with a focus on business impact and communication
• Vendor & Cross-Team Collaboration
• Work closely with third-party vendors and internal teams to resolve issues
• Ensure accountability and timely delivery from all parties
• Help align technical delivery with business priorities

Requirements

• Strong experience in application support, service management, or business-facing IT roles
• Background in financial services or insurance environments (highly desirable)
• Experience working in SLA-driven, regulated environments
• Proven involvement in service reviews, governance, or stakeholder management
• Excellent communication and stakeholder engagement skills (essential)
• Ability to translate technical issues into clear business language
• Strong problem-solving and analytical thinking, with a focus on outcomes
• Confidence managing multiple priorities in fast-paced environments
• A collaborative, proactive mindset with a focus on continuous improvement
• Technical Awareness (not heavily hands-on)
• Understanding of application support, incident management and ITIL processes
• Awareness of data, systems and integrations (e.g. SQL, APIs, monitoring tools)
• Ability to work alongside technical teams without needing to be deeply hands-on
• We're particularly interested in candidates who bring strong business engagement and communication skills, rather than purely technical expertise.
• Why join us?
• You'll be part of a collaborative, high-performing team where:
• Your ability to influence, communicate and improve services is valued
• You'll work closely with senior stakeholders across the business
• You'll have the opportunity to shape how IT services are delivered and experienced
• You'll be joining a business that values expertise, collaboration and curiosity. We invest heavily in our people and foster a culture where individuals are trusted, supported and encouraged to grow.
• What's on offer:
• Competitive salary and bonus at the end of the FTC
• 25 days' holiday plus bank holidays (with buy/sell options)
• Excellent pension scheme
• Private medical, dental and life assurance
• Income protection, travel insurance and season ticket loan
• Strong focus on learning, development and long-term career growth
• Hybrid working and flexibility where possible
• Ready to apply?
• If you're a strong communicator who enjoys working closely wit

Benefits

Additional Information

Senior Application Support Analyst (Business-Focused) Insurance | Wholesale | London (Hybrid) | 12-Month FTC Make your mark in a business-critical IT role at the heart of the London insurance market! We are looking for a Senior Application Support Analyst with a strong business-facing mindset to join our Wholesale IT team. This role goes beyond traditional technical support, you will act as a trusted partner to the business, helping ensure that core systems supporting underwriting and operations run smoothly, while continually improving the way services are delivered to stakeholders. This is an excellent opportunity for someone who thrives in a stakeholder-driven environment, enjoys owning service quality, and is confident communicating with both technical and non-technical audiences.

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