Senior Support Analyst - Wholesale
Job Description
Insurance | Wholesale | London (Hybrid) | 12-Month FTC
Make your mark in a business-critical IT role at the heart of the London insurance market!
We are looking for a Senior Application Support Analyst with a strong business-facing mindset to join our Wholesale IT team. This role goes beyond traditional technical support, you will act as a trusted partner to the business, helping ensure that core systems supporting underwriting and operations run smoothly, while continually improving the way services are delivered to stakeholders.
This is an excellent opportunity for someone who thrives in a stakeholder-driven environment, enjoys owning service quality, and is confident communicating with both technical and non-technical audiences.
The opportunity:
You will play a key role in supporting business-critical applications while also:
Acting as a bridge between IT and business teams
Leading service reviews and continuous improvement initiatives
Ensuring clear communication and alignment during incidents and changes
Driving better user experience and operational efficiency across systems
You’ll work closely with underwriting, operations, technology teams, and vendors, helping translate business needs into effective support outcomes.
What you’ll be doing:
Business Partnership & Stakeholder Engagement
Act as a key point of contact for business stakeholders, building strong, trusted relationships
Lead and contribute to service reviews, ensuring services meet business expectations
Communicate clearly and confidently during incidents, changes and BAU activity
Capture feedback and identify opportunities to improve user experience
Application Support & Service Delivery
Provide support for a mix of core business applications (SaaS and on-prem)
Take ownership of issues from initial investigation through to resolution and communication
Ensure services are delivered in line with SLA/KPI expectations
Support business users with queries, system issues and operational challenges
Incident & Problem Management
Coordinate and communicate during major incidents, ensuring clarity for business stakeholders
Lead post-incident reviews, identifying root causes and improvement actions
Drive improvements to reduce repeat issues and improve service resilience
Continuous Improvement & Governance
Identify service gaps and drive process improvements and efficiencies
Contribute to audit readiness, control frameworks and service governance
Maintain clear, user-friendly documentation and support materials
Support change and release activity with a focus on business impact and communication
Vendor & Cross-Team Collaboration
Work closely with third-party vendors and internal teams to resolve issues
Ensure accountability and timely delivery from all parties
Help align technical delivery with business priorities
What you’ll bring:
Experience
Strong experience in application support, service management, or business-facing IT roles
Background in financial services or insurance environments (highly desirable)
Experience working in SLA-driven, regulated environments
Proven involvement in service reviews, governance, or stakeholder management
Skills
Excellent communication and stakeholder engagement skills (essential)
Ability to translate technical issues into clear business language
Strong problem-solving and analytical thinking, with a focus on outcomes
Confidence managing multiple priorities in fast-paced environments
A collaborative, proactive mindset with a focus on continuous improvement
Technical Awareness (not heavily hands-on)
Understanding of application support, incident management and ITIL processes
Awareness of data, systems and integrations (e.g. SQL, APIs, monitoring tools)
Ability to work alongside technical teams without needing to be deeply hands-on
We’re particularly interested in candidates who bring strong business engagement and communication skills, rather than purely technical expertise.
Why join us?
You’ll be part of a collaborative, high-performing team where:
Your ability to influence, communicate and improve services is valued
You’ll work closely with senior stakeholders across the business
You’ll have the opportunity to shape how IT services are delivered and experienced
Why join us?
You’ll be joining a business that values expertise, collaboration and curiosity. We invest heavily in our people and foster a culture where individuals are trusted, supported and encouraged to grow.
What’s on offer:
Competitive salary and bonus at the end of the FTC
25 days’ holiday plus bank holidays (with buy/sell options)
Excellent pension scheme
Private medical, dental and life assurance
Income protection, travel insurance and season ticket loan
Strong focus on learning, development and long-term career growth
Hybrid working and flexibility where possible
Ready to apply?
If you’re a strong communicator who enjoys working closely with the business and improving services—not just fixing technical issues—we’d love to hear from you.
Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.
Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at [email protected] or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.
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