Job Description:
System Support Specialist
Salary: £27,500 plus benefits
Location status: Hybrid working – 2 days in the office per month at Bupa place, Manchester M50 3SP
Contract type: Permanent
Shift pattern: Full-time – 37.5 hours
We make health happen
At Bupa, we’re not just a health insurer – we’re a health partner. With no shareholders, our focus is always on our customers. We’re here to help people live longer, healthier, happier lives – and make a better world.
As a System Support Specialist, you will play a key role in shaping the future of healthcare at Bupa Global. You will be the acknowledged expert for all UK MU’s core applications both internally and externally facing for the Business across UK MU so they can support our systems
This is your chance to be part of a team that’s passionate about making health happen, every day.
Key Responsibilities:
As a system support specialist you will:
1. provide an accessible front line expertise to all UK MU’s core applications users across UK MU
2. To act as a central, co-ordinated point of reference for UK MU’s core applications queries
3. To act as the first line technical support for external web based application, Access Online. Handling calls from the relevant users of this application.
4. To assess support issues and direct them to the appropriate areas liaising with the relevant support teams in IS.
5. Perform technical analysis of issues and provide resolution via remote connection to user’s PCs
6. To raise service desk calls for all UK MU’s core applications, setting priorities & using the agreed escalation procedures.
7. To support the users in workarounds while UK MU’s core applications bugs are fixed or new enhancements are under going development
8. To provide ad hoc testing in test environments of BAU defect fixes
9. To complete detailed analysis of UK MU’s core applications queries and feedback to the users in conjunction with their other support colleagues.
10. To support the Business Support Manager in continually evaluating UK MU’s core applications functionality, looking for and recommending improvements and enhancements.
11. Assist in the analysis of business processes, identifying alternative solutions to ensure best outcomes for our customers
What We’re Looking For:
We’re looking for someone who’s curious, collaborative, and confident working in a fast-paced environment. You’ll need:
12. Previous operational experience, within an UK MU area either as a subject matter expert or front line operative.
13. A thorough understanding of front line customer interaction and knowledge of how the business moves its work around, including the end to end business process
14. Ideally with experience of supporting systems and knowledge of support processes. This could have been achieved through “floorwalking” or “user acceptance testing” activities associated with a system release in the past
15. Specialist in depth knowledge of a specific functional area within UK MU and the applications used to support and automate processes in this area.
16. Credibility with the users within a functional area to be able handle a wide range of system, process, and training related issues relevant to their specialist area
17. Educated ideally to ‘A’ level or equivalent with additional higher education that demonstrates Information Technology, Financial and commercial understanding.
18. ISEB Foundation qualified or working towards it.
19. ServiceNow experience preferable.
Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family-friendly benefits.
Joining Bupa in this role, you’ll receive the following benefits and more:
20. 25 days holiday, increasing through length of service, with the option to buy or sell
21. Enhanced pension and life insurance
22. Private medical insurance
23. Access to our health assessments and dental insurance
24. Discounts on Bupa products and services
25. Support for learning and development
Why Bupa
We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.