Risk Management Solutions Technical Solutions Specialist in London, United Kingdom

Technical Solutions Specialist

Technical Support
London, United Kingdom

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Objective:

The objective of this role is to have broad knowledge across all RMS products and solutions and is responsible for first level support for RMS Clients. This role requires personal expertise, professionalism, technical skills and cross functional relationships to resolve client requests using standardised processes to meet RMS success metrics and exceed client expectations. This role is expected to escalate cases as necessary if not able to resolve within set timelines and process and participate in client related projects and initiatives on a case-by-case basis including pro-active support

Key Accountabilities & Deliverables:

  • Provide onsite and remote technical support – individual will manage and bring to resolution customer inquiries/issues to meet RMS customer satisfaction standards. Individual will participate in the development of technical documents for a technical knowledgebase;

  • Monitor the progress of client enquiries to ensure and confirm final resolution internally and externally, including ensuring the final resolution fully meets RMS standards;

  • Manage client expectations throughout resolution process;

  • Perform advanced analysis/diagnosis of client systems and data and understand output analytics, implications, causation factors, interdependencies, etc. to drive the right set of actions for RMS and our clients;

  • Support product release management activities – individual will participate in technical and end-user training, review documentation, perform installation, product distribution and system administration testing;

  • Support Product Marketing activities – Participate in the development of product awareness presentations, documents, and demonstrations;

  • Participate in client meetings by developing meeting materials (agendas, interview questions, scribing meeting notes;

  • Provide support to the RMS Client Enablement Support team.

Knowledge Management and Training:

  • In collaboration with Client Development build knowledge of our Clients and their business environment (i.e. objectives, challenges, work processes, economic environment, etc.).

  • Responsible for building a full understanding of technical specifications which allow the ability to run the software and resolve issues related to all aspects of our product suite.

  • Develop broad knowledge of the entire RMS product suite (new and existing); develop deeper knowledge of the selected specialization areas (i.e. applications and technology).

  • Transfer knowledge, mentor and train other CES resources as needed.

Cross-functional Collaboration:

  • Responsible for disseminating new knowledge or feedback of product/service related issues to other RMS staff or clients as necessary.

  • Collaborate closely with other functions to proactively support/ resolve client questions.

  • Possess the ability to represent team on cross-functional assignments.

Experience Required:

  • Must be educated to at least degree level in a relevant subject e.g. computer or IT related;

  • The individual must be experienced in systems administration, problem solving, analysing data, performing evaluations, developing recommendations, and possess strong oral, written and presentation skills;

  • The individual must be self-directed with the ability to perform in cross-functional, multi-organizational and virtual teams;

  • The individual must possess a competence in systems analysis, client management, systems deployment, and system integration;

  • The individual must possess a strong competence and experience with the following foundation technologies that RMS products are built on:

  • Microsoft Windows and Server products

  • Microsoft SQL Server

  • Strong competence on Windows Server system administration/troubleshooting;

  • Strong skills in relational database management systems/troubleshooting;

  • The individual must have proven experience in deploying and supporting business applications;

  • Strong skills in relational database management systems/troubleshooting;

  • Proven competence in issue resolution and management.

Desirable:

  • Experience working with clients in the Insurance or Reinsurance markets (including Brokers) is advantageous, as is experience in implementing or supporting business software applications into these markets;

  • Preference will be given to individuals with cloud computing technologies and support experience;

  • Awareness of networking protocols, their limits and requirements, including client/server and n-tier architectures;

  • Awareness and application of disaster recovery and security principles for networking and data storage.

  • Strong knowledge of data warehousing and hosted data solutions.

Department:

This role is based in London, United Kingdom, and will report to the Head of Solution Specialists. The Solutions Specialist team is part of a larger Global Client Enablement and Support (CES) group.

RMS:

There’s a 5% chance that a hurricane will cause $60 billion of insured losses next year and a 1% chance an earthquake will cause $50 billion of insured loss in the next 12 months. At RMS, we build the simulation models that allow insurers and investors to understand portfolio risks due to catastrophes: natural catastrophes (hurricane, earthquake, flood), terrorism, pandemic, and changes in life expectancy.

We are one of the most exciting firms you’ve probably ‘never’ heard of, unless you’re one of our hundreds of clients in the (re)insurance, banking or hedge fund sector. We lead an industry we helped pioneer and ultimately our work makes a true impact on the world at large. How we understand and manage risk affects everybody and our passion is nothing less than creating a more resilient world through a better understanding of catastrophic events.

Celebrating our 25th anniversary last year, we are now evolving our vision by delivering future solutions in the cloud, releasing in 2016 a cutting edge risk management platform ‘RMS(one)’ for the global risk market. RMS(one) will create a holistic and integrated view across the enterprise with one platform for all models, all points of view, and all data. All will be run as equal partners on RMS(one).

To find out more, visit www.rms.com Or follow us on Facebook, LinkedIn or @rmsjobs on Twitter

RMS is proud to be an equal opportunity employer. By applying to RMS in Europe you are giving consent to having your profile held by RMS for a period of up to 18 months for consideration for current & future opportunities. Naturally, if you wish to have your profile removed during this period, we will abide by your wishes.