Broking Systems Support Analyst

SBG are currently seeking a Broking Systems Support Analyst to support the day-to-day operation, stability and continuous improvement of the systems that underpin our broking function. This role is responsible for providing operational and technical support for the Open GI platform and related broking applications, ensuring issues are identified, investigated and resolved in a timely and effective manner. Working closely with business stakeholders, technology teams and external suppliers, the successful candidate will support system maintenance, testing, enhancements and change initiatives. They will play a key role in documenting processes, managing escalations, coordinating supplier engagement and identifying opportunities to improve system performance and user experience. The Broking Systems Support Analyst will help ensure our broking systems remain reliable, efficient and aligned to the evolving needs of the business, contributing to the delivery of high-quality services across the organisation. What you'll be responsible for: Provide First-Line Systems Support: Deliver operational and technical support for the Open GI platform and associated broking systems. Investigate user issues, assess business impact, document findings, escalate where appropriate, and support timely resolution to minimise disruption. Manage and Resolve System Incidents: Support the investigation, triage, escalation and resolution of system incidents, working closely with internal teams and third-party suppliers. Contribute to root cause analysis and identify opportunities to prevent recurring issues. Support System Maintenance and Release: Assist with scheduled maintenance, system upgrades, releases and configuration changes. Ensure activities are completed in line with agreed processes, with appropriate testing, validation, communication and follow-up. Contribute to System Enhancements and Change: Support the delivery of system improvements by gathering business requirements, documenting proposed solutions, assisting with configuration changes, coordinating testing activities and supporting implementation. Coordinate and Execute Testing Activities: Support functional, regression and user acceptance testing for system developments, enhancements and updates, ensuring changes are thoroughly tested and successfully integrated into existing systems. Liaise with Third-Party Suppliers: Build effective relationships with external suppliers and support partners to investigate issues, progress service requests, validate fixes and coordinate system changes in line with business priorities. Maintain Documentation and Knowledge Resources: Create, maintain and enhance system, process and support documentation, ensuring information is accurate, accessible and supports knowledge sharing across the team and wider business. Support Month-End Processing Activities: Participate in rota-based month-end processes, including activities undertaken outside normal business hours, to ensure critical business operations are completed accurately and on time. Provide Out-of-Hours Support: Participate in the team's out-of-hours support rota to help maintain system availability and respond to critical issues when required. Undertake Systems Administration and Governance Activities: Complete day-to-day administrative tasks, maintain accurate records and ensure all activities are documented and managed in accordance with internal policies, procedures and audit requirements. What you'll need: Experience supporting, administering or configuring the Open GI platform , with a strong understanding of broking systems and processes. Strong analytical skills, including advanced Excel and data analysis. At least 2 years' insurance industry experience, with knowledge of insurance products and broking operations. Good understanding of FCA regulations, Consumer Duty and TCF . Experience gathering and documenting business requirements for system and process improvements. Strong problem-solving skills, including incident investigation and root cause analysis. Experience supporting system changes, testing and releases. Ability to produce clear and accurate documentation. Excellent communication skills, with the ability to engage technical and non-technical stakeholders. Strong organisational skills and ability to manage competing priorities. Customer-focused, proactive and solutions-oriented. High attention to detail and accuracy. Collaborative team player who builds effective working relationships. Adaptable and resilient in a fast-paced environment. Committed to continuous improvement and service enhancement. Our Benefits Hybrid working – 2 days in the office and 3 days working from home 25 days annual leave, rising to 27 days over 2 years’ service and 30 days after 5 years’ service. Plus bank holidays! Discretionary annual bonus Pension scheme – 5% employee, 6% employer Flexible working – we will always consider applications for those who require less than the advertised hours Flexi-time Healthcare Cash Plan – claim cashback on a variety of everyday healthcare costs Electric vehicle – salary sacrifice scheme 100’s of exclusive retailer discounts Professional wellbeing, health & fitness app - Wrkit Enhanced parental leave, including time off for IVF appointments Religious bank holidays – if you don’t celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year. Life Assurance - 4 times your salary 25% Car Insurance Discount 20% Travel Insurance Discount Cycle to Work Scheme Employee Referral Scheme Community support day