Senior Support Analyst Wholesale

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

Youll work closely with underwriting operations technology teams and vendors helping translate business needs into effective support outcomes.

What youll 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 youll 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

Were particularly interested in candidates who bring strong business engagement and communication skills rather than purely technical expertise.

Why join us

Youll be part of a collaborative high-performing team where:

• Your ability to influence communicate and improve services is valued

• Youll work closely with senior stakeholders across the business

• Youll have the opportunity to shape how IT services are delivered and experienced

Why join us

Youll 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.

Whats 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 youre a strong communicator who enjoys working closely with the business and improving servicesnot just fixing technical issueswed 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 or call us at 0 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.

#LI-PC1

#LI-Hybrid #PlayYourPartUK