Senior Business Analyst – Up Maintenance

 

Job Summary :

The SBS Operations team, within the P&C COO division, is in charge of SBS operations (Large Corporate Risk Insurance). Its mandates are as follows:

• Data: Providing comprehensive data and reports to underwriters and management for effective activity monitoring.
• Governance: Ensuring efficient and regulatory-compliant SBS underwriting activities.
• Tools, Projects & Systems: Equipping SBS teams with the necessary tools and systems for optimal performance.

As a member of the SBS Operations team, you will support the Head of SBS Operations and the 1st line maintenance support for the UW Products (mainly UP) 

Key duties and responsibilities

• Review and analyze tickets when escalated by 1st line support
  • Root cause analysis (technical and functional) 
  • Consolidate issues when common root causes
  • Collaborate with the IT team to fix them 
  • Prioritize fixes (bug or change requests) depending on their impact on business
  • Prepare scripts for IT to unlock users / data correction 
  • Tests and communicate with users when fixed
• Propose improvement to current applications 
  • Assess main user pain points (processes, user interface..) when meeting key users and develop solutions to improve user experience.
  • Report suggestions for improvement to the PO 
• Automatic NRT testings
  • Define NRT test books (light, comprehensive) 
  • Update them when releases are done 
  • Collaborate with IT to automate them and maintain them with application changes.
• Promote use of AI (Copilot) for the UP maintenance 
  • Develop and maintenance Copilot for UP Maintenance support with required documentation for Copilot, defining user journey, testing quality of answers…
• UP Application regular controls with 1st line support 
  • Perform weekly, monthly and yearly tasks (to maintain applications up to date) (BAU tasks available on SBS Ops) 
• Perform automatic tests on weekly basis to detect proactively regressions
• Review exceptions report and do the necessary correction to maintain quality 
• Review KPIs and report to management (UP and Maintenance KPIs)
• Maintain user distribution list 
• Organize change management and training of end users 
  • Communicate new releases to end-users 
  • Lead the Key users community and reports their requests / issues to the management 
  • Organize drop in sessions 
  • Prepare One pages / Tips and tricks documents 
  • Organize training for newcomers and refresher sessions
• Manage UP user documentation 
  • Keep documentation up to date with new features and maintenance with all the business rules 
  • Convert the documentation into a Wiki or more suitable support 
• Manage maintenance reporting 
  • Monitor the performance of the SBS Products with KPIs for UP activities and Maintenance with the support of SBS Ops team.
• Support the front line team when away to ensure continuity of service 
  • Review and sort daily user requests (SNOW)
  • Determine if issues can be resolved internally or need escalation.
  • Communicate with users to resolve issues promptly.
  • Draft user stories/ bugs with root causes and solutions.
• Current scope of SBS and Cedant Fac Products: Underwriting Platforms 
  • UP application (Underwriting platforms)
  • Data Capture Module (DCM) 
  • GIS 
  • Cat Modelling tools (Cat extract) 
  • Property, Offshore and Space Risk Databases

Required experience & competencies

Experience:

• At least 5 years of experience as a Senior Business Analyst working in software application design within an agile environment