Business System Analyst

- Provide support through Incident Management. Incident Management includes identifying, analyzing and correcting the incident from reoccurring in the future. Either technical or functional issues cause incidents. Incidents disrupt the business and your goal is to restore normal service operations as quickly as possible. You will be the users advocate so you will need to listen, understand their incident and see it to resolution. Through your learnings, you will become an expert of the functional applications as well as the business processes used.

- Prepare to take support over from the Development Teams. For each application on boarded, there is a significant amount of time planned for knowledge transfer from the current support teams. You will need to listen, understand and document what you learn. You will need to apply these learnings throughout the job.

- Monitor the health of the applications. If there is a degradation in performance, you will need to take the steps to rectify it. This includes coordination with other parties such as the Major Incident Management team and Application Development Team. You may need to restart servers or flush messaging queues. This will require experience with technical issue troubleshooting and a solid understanding of the end-to-end application and infrastructure landscape. Requires the ability to interact intelligently with technical teams (i.e. application development, network, database, cloud operations etc.) and guide them to issue resolution. In cases of application outages, you will need to manage unplanned user communications.

- Problem Management Oversight. This includes analysis and coordination with other teams until the problem is fully resolved. A problem could be a cluster of similar incidents given to the dedicated application team to resolve. Users could have been given a workaround, but you will be the advocate for the customer to make sure their incident is fully resolved even after a work around is provided.

- Interact with users and members from other teams. During Incident & Problem Management, the users will depend on you to see their incidents are resolved. This could depend on you reaching out to other teams or users to obtain the information to "fix" the problem. You will need to communicate with them via email, instant messaging and phone calls. Doing this successfully will build your network of resources.

- Propose Application Improvement Candidates. You will look for opportunities and propose application changes with a goal to reduce the volume of tickets raised by users and increase the customer experience within the applications

- Periodically on the weekend or possibly evenings, you will need to participate in Smoke Testing the applications after infrastructure maintenance activities have occurred. This activity is extremely important to make sure the user community can effectively work without incidents.

About the Team

This is a new team, responsible for second level user support in a global landscape. The Business System Analyst is responsible for providing primary support to Swiss Re's Corporate Solutions business users, covering primarily Europe, the Middle East and Africa (EMEA) as part of a team that supports a Global community. This position is to provide great service to our internal customers, by monitoring and managing applications globally, to maximize availability, to alert internal customers to outages, escalating service affecting issues as appropriate and to restore service as quickly as possible through own efforts, or through appropriate referral.

You will have the opportunity to become a functional expert in the end-to-end process and system landscape of a commercial insurance company building a strong base of knowledge. Since this is a new team, you will have the opportunity to learn from the beginning as the applications transfer from the Development Teams. This will be a gradual transition where we bring on new applications throughout the year. The application landscape is dynamic and the support this team will provide will evolve over time.

You will work collaboratively in a globally distributed team environment. The role will report to the Regional Lead responsible.

**Please send the resumes in English

*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional competencies, qualifications and experience in our compensation package and/or when offering you other positions. Our compensation philosophy is to pay fairly, also considering market situation and the value employees may bring to Swiss Re.

We are an equal opportunity employer, and we value diversity at our company. Our aim is to live visible and invisible diversity – diversity of age, race, ethnicity, nationality, gender, gender identity, sexual orientation, religious beliefs, physical abilities, personalities and experiences – at all levels and in all functions and regions. We also collaborate in a flexible working environment, providing you with a compelling degree of autonomy to decide how, when and where to carry out your tasks.

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