Service Delivery Analyst

Job Type:

Build a brilliant future with Hiscox

Position: Service Delivery Analyst

Reporting to: Product Owner

Location: London or York

Type: 12 months FTC

Band: I

About the team

The Change Management Team collaborate with all areas of the London Market business unit to design and build market leading capabilities across our people, processes, and systems. Our goal is to embed lasting changes that deliver measurable benefits to our customers and help us reach our strategic goals.

This Service Delivery position will play a key role in supporting our core London Market underwriting platforms from within the Change Management Team, reporting into the Product Owner for the Core Trading Platforms.

Hiscox London Market has an ambitious roadmap of new initiatives as well as responsibility for maintaining and enhancing the applications that are vital to success. You will be part of a larger team that owns these applications end to end, and will play a pivotal role in enabling the business to succeed. 

The role

Working in Core Trading Platforms, you will primarily engage with our internal user base, acting as the first point of contact and helping them to resolve issues or initiate small changes with our underwriting platforms. The user base covers the whole of London Market, and some Group functions, therefore the remit of people and products is extremely broad. You will need to be able to learn quickly, understand different contexts from around the business, maintain good communications and support your wider team to keep the business running smoothly. 

The most significant thing about this team is the sheer variety of things you will handle on a day-to-day basis. No two queries or problems look exactly alike. The ability to work independently, step up and take ownership, and context switch between different things effectively are therefore crucial to success in the role. The right candidate will be someone who thrives under challenge, loves learning new things, and shows tenacity in getting to the heart of a problem with a drive to make it better for the user and the business. This role will not suit you if you prefer to work from a set ‘to do’ list.

Key responsibilities

As a Service Delivery Analyst, you will:

• Act as the first point of contact with our user base for queries and small change.
• Handle end to end management of user issues, including general queries, system defects, change requests, and process fixes.
• Communicate with internal and external stakeholders on the queries; setting expectations, keeping everyone updated in a timely manner and escalating if needed.
• Investigate the root cause of issues raised by users.
• Complete certain user requests where they are standard repeatable tasks.
• Maintain knowledge base articles and user guides, updating them to reflect frequently raised issues or training requirements.
• Regularly review and identify opportunities to improve our service delivery processes and communications with our users.
• Attend and participate in sprint events – stand ups, elaboration, planning, reviews, and retrospectives.

Must haves

• Excellent verbal and written communication skills, possessing the confidence to build strong relationships with stakeholders at all levels and across the business.
• Analytical approach to work; able to ask the right questions to get to the root cause of issues or to ensure requirements and rationale are well understood.
• Enthusiastic, hardworking, and driven individual with a focus on providing the best possible service.
• Ability to prioritise and organise workload to meet tight deadlines, using analysis and data to support decision making.
• Ability to work independently and take ownership of a task from start to finish.

Nice to have

• Experience of operating within an Agile development environment
• Experience of writing business requirements or acceptance criteria that can be picked up by developers and implemented
• Experience of using change management software (e.g., JIRA, ACE, etc.)
• Qualifications in LEAN, Six Sigma, or Business Analysis
• Understanding of Lloyds and the London Market

Diversity and Hybrid working

At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success.

We have also learned over the past few years that working life doesn’t always have to be in the office, and we have introduced hybrid working to encourage a healthy work life balance.

This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance. We see it as the best of both worlds; structure and sociability on one hand, and independence and flexibility on the other.

Work with amazing people and be part of a unique culture