Senior Support Analyst | NSW - Sydney

Job reference number: ALL/1416689

When you work at Allianz, you're part of a strong global insurer, helping to protect over 3 million Australians. We value diverse thinking, so your ideas and innovative mindset will be warmly welcomed. You'll experience a friendly environment working with talented people, where you'll be included and have your capabilities recognised. And you'll be supported to reach your full potential and enjoy an enriching career.

Production Support – Senior Support Analyst

Allianz Australia Limited, a wholly owned subsidiary of the Allianz Group, is one of the world's leading insurance and financial service organisations. We are currently looking to enagage a Senior Support Analyst to work within a dynamic and innovative team environment with opportunities to develop and grow your career.
You will be able to utilise your analyst and leadership skills to meet customer requirements, as you provide support and maintenance for a number of business critical web applications.

Your responsibilities will include:

Issue Investigation:

  • Provide end-to-end ownership, from analysis and diagnosis through to resolution.
  • Identify and offer alternative solutions ‎to problems if/where necessary.
  • Ensure timely responses and updates to interested parties.

Stakeholder Management:

  • Manage a product backlog of incidents and work orders.
  • Act as an intermediary between stakeholders, helping to facilitate, elicit and clarify requirements.
  • Ensure a positive customer experience every time, by delivering excellence in products, operations, behaviours and communication.
  • Build, sustain and leverage relationships internal and external to area of ‎immediate responsibility.

Release & Change Management:

  • Work with Managers, Business, Developers and System Testers to meet functional and non-functional requirements, timelines and processes
  • Manage expectations by understanding customer needs and offering solutions that are complete, easily understood, timely and mutually satisfying, in order to achieve business objectives.
  • Facilitate all stages of the SDLC – documentation, change prioritization, deliver in line with business needs, obtain sign-offs, system test if necessary, risk identification, etc.

Process Improvement/s:

  • Assist with the review of processes and procedures.
  • Actively foster and encourage a culture of improvement – work smarter and “be better”.
  • Initiate, drive and ‎implement ‎change ‎that will result in more ‎effective practices.

For consideration for this role, you will need to possess 7+ years in the majority of the following:

  • Finance sector, preferably General Insurance – understand products, life cycles, risk and compliance.
  • Excellent problem solving, critical thinking and resolution skills – demonstrate tenacity.
  • Excellent listening, interpretation and interpersonal skills – strong customer service orientation.
  • Timely and accurate updates into tools of trade (Jira, Remedy, Wiki) – ensure auditability and traceability at all times.
  • Concise and comprehensive, written and verbal, requirements elicitation, communication and documentation skills – able to pitch to multifaceted audiences.
  • Strong record of planning and execution – keen eye for detail and good time management.
  • Strong technical knowledge of web applications, databases, integration layers and SQL – able to debug/trouble-shoot and converse, irrespective of system, product, language and platform.
  • Strong application and implementation of SDLC methodologies.

More about us

Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position.  By truly caring about people – both our 83 million private and corporate customers and 147,000 employees – we foster a culture where our employees are empowered to collaborate, perform, embrace trends and dare to challenge the industry.  Our main ambition is to be our customers' trusted partner, instilling them with the confidence to grow.

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