Senior Product Support Specialist - Davies Consulting

Senior Analyst - Product Support

Reporting To: Agile Coach

Previous managerial/supervisory experience is essential

The ideal candidate will have a solid understanding of IT Service Management, strong problem-solving skills, and the ability to lead and support a team of Product SMEs.

Product Support and Development:

• Provide in-depth product knowledge to business users and IT development teams
• Prioritize, investigate, and resolve issues for end users
• Identify and prioritize product improvements
• Coordinate releases across the product estate

Team Leadership:

• Support the team of Product SMEs and Associate SMEs
• Act as the first point of contact for removing blockers and assisting with work prioritization
• Deal with escalations from business stakeholders
• Champion Problem Management and lead by example in terms of increasing problem resolution across the team
• Deputize for the Product Support Manager as needed

Internal Collaboration:

• Assist internal development teams with monitoring, analysis, testing, and providing feedback on developed features
• Attend Service Reviews with business stakeholders
• Lead on Service Management reporting
• Manage Major Incidents through to resolution

Specialization and Flexibility:

• Maintain a specialization in a particular product while having the ability to cover support for other products
• Learn and understand the workings of various applications to resolve issues effectively

Knowledge and Abilities:

• Extensive experience in supporting products and/or services
• Experience in leading and mentoring a team
• Strong legal knowledge coupled with a good working knowledge of insurance processes
• Excellent problem-solving skills and the ability to prioritize and resolve issues
• Strong communication and interpersonal skills
• Ability to work independently and collaboratively in a fast-paced environment
• A keen interest in learning how applications work to resolve issues effectively

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programme

• Pension, 5% employee and 5% employer contribution
• My Choices at Davies provides; High Street discounts and Financial wellbeing hub
• Life assurance: x4
• Refer a Friend
• Cycle to Work Scheme
• Lease car salary sacrifice
• Davies Incentive Plan
• Enhanced maternity, paternity and adoption pay

• Wellbeing centre; move, munch, money & mind focus
• Discounts with 100's of UK retailers
• EAP; 24/7 confidential helpline
• 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
• Flexible working; hybrid, work from home or join a collaborative office space
• Dress for your day
• Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
• Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan

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