Application Support Analyst

Who are we?👋

Look at the latest headlines and you will see something Ki insures. Think space shuttles, world tours, wind farms, and even footballers’ legs.

Ki’s mission is simple. Digitally disrupt and revolutionise a 335-year-old market. Working with Google and UCL, Ki has created a platform that uses algorithms, machine learning and large language models to give insurance brokers quotes in seconds, rather than days.

Ki is proudly the biggest global algorithmic insurance carrier. It is 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 have varied backgrounds and work together in an agile, cross-functional way to build the very best experience for its customers. Ki has big ambitions but needs more excellent minds to challenge the status-quo and help it reach new horizons.

We are seeking a skilled and motivated Application Support Engineer to join a team that provides hands-on support for many applications. 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, using your knowledge and skills to deliver rapid and effective resolution
• Collaborate with development teams within Ki and vendors to identify and fix issues
• Take ownership of incidents and issues that span multiple teams, coordinating cross-team efforts to drive resolution and ensure clear communication throughout
• Facilitate effective communication between teams, acting as a central point of coordination for complex, multi-system 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.
• Performing routine application maintenance tasks, such as applying updates and patches, and ensuring the application environment is stable and secure.
• Creating and maintaining 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 investigating the underlying causes of application problems to prevent recurrence

Requirements

• 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 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.
• Experience working with Microsoft-based technologies, including:
• T-SQL
• Understanding of HTML
• Familiarity with Microsoft Entra (identity and access management)
• Experience installing, configuring, and supporting applications on Windows servers
• Able to quickly understand business domains and assess genuine business value
• First class communication skills, with the ability to tailor your style to different audiences, both technical and non-technical
• Nice to have: Knowledge of Salesforce

Benefits

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.

What to expect during the recruitment process:

1) Initial recruiter screening call

2) Interview with hiring manager

3) Technical Interview (this may vary depending on the role)

4) Values Interview