Enterprise Application Expert- Riskonnect

Job Purpose

Provide senior-level, hands-on technical and functional coverage for the Riskonnect platform, including temporary cover for the Riskonnect Application Lead during planned absences. Ensure service continuity across claims and insurance operations by independently managing application support, incidents, change requests, technical investigations, releases, integrations, and stakeholder coordination in line with IRM and Group standards.

Differentiators

-Hands-on Riskonnect technical expertise across configuration, troubleshooting, SQL, APIs, integrations, logs, releases, and environment management.

-Ability to assess, estimate, configure, test, document, and deliver Riskonnect change requests with limited supervision.

-Practical understanding of claims and insurance operations, translating operational needs into effective technical solutions.

-Proven ownership of application support, ticket queues, incident/problem/change management, root cause analysis, and service restoration.

-Capable of acting as operational and technical cover for the Riskonnect Application Lead, coordinating priorities, stakeholders, vendors, and escalations.

-Strong focus on service continuity, controls, data quality, documentation, and audit-ready delivery.

Key Tasks

-Provide day-to-day L2/L3 technical and functional support for Riskonnect and connected insurance applications.

-Own and manage incidents, service requests, problems, and changes through the ITSM lifecycle, including prioritization, follow-up, escalation, and closure.

Investigate complex issues using Riskonnect configuration, APIs, integration monitoring, application logs, and data validation.

-Perform root cause analysis and implement sustainable corrective and preventive actions.

-Assess change requests for scope, technical feasibility, dependencies, risks, effort, and delivery approach.

-Configure and deliver Riskonnect enhancements and CRs, including testing, release coordination, deployment validation, documentation, and hypercare.

-Understand claims workflows, controls, approvals, recoveries, reporting, and operational dependencies to ensure solutions meet business needs.

-Monitor application health, interfaces, batch processes, storage/data flows, service performance, SLAs, and KPIs.

-Coordinate technical delivery and issue resolution with IRM stakeholders, ITS, ITGF, vendors, and integration teams.

-Maintain support procedures, solution documentation, known-error records, permission/access documentation, and knowledge articles.

-Provide holiday cover for the Application Lead by coordinating priorities, stakeholder communications, vendor follow-up, operational decisions, and escalations within agreed authority.

-Support knowledge transfer, onboarding, and capability building within the Riskonnect Application Chapter.

Necessary Skills

Riskonnect Administration & Configuration; Claims and Insurance Operations; Change Request Delivery; Application Support; Incident, Problem & Change Management; Root Cause Analysis; SQL; APIs; Systems Integration; Logs & Monitoring; Release and Environment Management; Testing & Validation; ITIL/ITSM; Data Quality; Reporting Support; Access and Permission Management; Documentation; Vendor Management; Stakeholder Communication; Service Governance; Operational Continuity.

Qualifications & Key Requirements

Education Level

Bachelor's degree in Computer Science, Engineering, Information Systems, Business Technology, or a related discipline. Equivalent relevant experience may be considered.

Experience Level

-5+ years of experience supporting enterprise applications, including substantial recent hands-on Riskonnect experience.

-Demonstrated experience delivering Riskonnect configuration changes and change requests through testing and production deployment.

-Experience supporting claims and/or insurance operations and working directly with business SMEs.

-Strong experience with ticket management and ITSM processes, including incident, problem, and change management.

-Working proficiency in SQL, APIs, integrations, logs, troubleshooting, data validation, release processes, and environment management.

-Ability to work independently, manage competing priorities, communicate clearly with senior stakeholders, and provide reliable holiday coverage for the Application Lead.

-Experience in a global, regulated, or audit-sensitive environment is preferred.