We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

Role Purpose

We place a premium on meeting our customers' high expectations of our products. Through contracted support services our support team plays a key role in delivering service to our operationally live clients.

The goal of the Service Operations team is to deliver excellent service that we can take pride in through accuracy, efficiency, data driven decision making and automation. The Service Operator II role is expected to be a key player within that team. They will be expected to become a subject matter expert on the various processes of Service Operations, assist junior members of the team, be comfortable standardising and documenting complex processes and own and deliver key initiatives.

The Service Operator II has a Continuous Improvement mindset and is expected to be able to understand how our processes do and do not support client success. Where processes are failing to meet these expectations, they can suggest alternative ways of working or kick off initiatives to help. They also recognise and mitigate negative client experiences on tickets.

Key Activities and Responsibilities

• Service Request Processing
  • Extremely competent at processing documented requests including the most complex types where analysis skills may be required
  • A natural initial escalation point for queries from more junior team members.
• Assist with Management of Service Operations
  • Monitor, prioritise and manage Service Request request queues
  • Assist with maintaining the Service Operations Catalogue and proactively speak to members of the wider team to understand which processes can be brought into Service Operations
• Defining, creating and implementing new Service Operations
  • Analyse dashboards/tickets for Servicing Task opportunities
  • Fully own the analysis and documentation of new processes
  • Evolve and improve existing Service Operations tasks, including assisting with Service Request automations
• Being a strong source of Continuous Improvement ethos within the team
• Other general responsibilities
  • Have an awareness of & be proficient in executing and adhering to department processes in which training has been supplied
  • Working within a team environment – helping colleagues to achieve team goals
  • Through IT Service Management tooling to collect information relating to client requirements pertaining to service requests
  • Undertake administrative tasks needed to deliver support services to the clients
  • Escalating/engaging with Technical Support, Development, Client Environment Management and Service Delivery Management teams as required
  • Have a basic awareness knowledge of some business processes and associated products which VSBS sells to help clients deliver their business processes
  • Developing an understanding of customers’ business and operational environment
  • Assisting with the creation of help centre articles and internal training materials to support business and technical understanding of others
  • Ensure that any risks are raised with senior management or via standard process
  • Ensure that clients’ data is secure and properly managed

Knowledge and Experience

Essential

• Qualifications:
  • A formal tertiary qualification, preferably in computer science, business information systems or other subject which involves some degree of technical analysis, and/or, professional experience which is clearly evidencable
  • ITIL v4 Foundation
  • Lean Six Sigma Yellow
• Experience
  • 2+ years in customer-facing support role ideally in the IT sector
• Skills:
  • Strong attention to detail
  • Able to communicate effectively with both customers (technical and non-technical) and internal stakeholders
  • Ability to follow and adhere to documented instructions, processes and standards
  • Strong process documentation skills
  • Motivated, Self Starter
  • Able to manage own workload and manage expectations of stakeholders
  • Confidence to seek support of peers and management as required
  • Good grasp of Microsoft Office and Sharepoint
  • Mentoring or coaching junior team members

Desirable

• • Exposure to programming languages and a strong technical background
  • Strong problem-solving skills
  • Customer Experience Qualifications
  • Basic knowledge of SQL
  • Basic knowledge of the Insurance Industry

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. 

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland.  We value learning, caring and results and make inclusivity and diversity a top priority.  In addition to our Great Place to Work® Certification, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.

We’re 7,000 people strong.  We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Extreme Event Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.

Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Marketing Solutions — delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.

http://www.verisk.com/careers.html

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

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