Acturis Support Analyst

Support Analyst

Howden is seeking an experienced Support Analyst to join the Acturis Support team, providing high-quality application support, user training, and continuous improvement across the Acturis platform.

Location: Home Based (with occasional travel)

Department: Broking Application Support Team

Reports to: Broking Application Support Manager

Key Responsibilities

Acturis Support & Helpdesk

• Manage the internal Acturis helpdesk, ensuring queries are logged, prioritised, and resolved in line with agreed SLAs
• Provide timely updates to users throughout the lifecycle of their requests
• Maintain accurate helpdesk records and proactively chase outstanding actions
• Escalate complex or high-impact issues to the line manager where appropriate
• Support users across all communication channels

System & Process Improvement

• Maintain accurate system configuration and change records
• Identify trends in support requests and assess root causes (system issues, training gaps, or enhancement opportunities)
• Gather user feedback and development suggestions and liaise with Acturis where required
• Collaborate with the wider applications team on planned and ongoing initiatives

Knowledge Sharing & Training

• Create and maintain clear, user-friendly guides and knowledge articles
• Deliver training to Super Users and support knowledge sharing across the business
• Provide Acturis training and mentoring to other team members
• Share best-practice tips and system enhancements with stakeholders

Reporting & Governance

• Produce relevant management information and reports for senior stakeholders
• Ensure compliance with FCA principles, GDPR, AML regulations, the Bribery Act 2010, and applicable sanctions
• Uphold Howden's service standards and always act in the best interests of clients

Knowledge & Experience

Essential

• Minimum 3 years' Acturis experience
• Experience in an insurance customer-facing role
• Strong understanding of insurance operations and industry challenges
• Proven ability to prioritise workload and meet deadlines within SLA requirements

Desirable

• Experience in an application support or systems administration role
• Knowledge of other insurance systems
• Understanding of regulatory and legal requirements (e.g. FCA, GDPR, TCF)
• Familiarity with Howden's operational landscape

Skills & Behaviours

• Excellent written and verbal communication skills
• Ability to translate technical concepts into business-friendly language
• Strong attention to detail and accuracy
• Confident engaging with stakeholders at all levels
• Strong organisational and time-management skills
• Effective negotiation and problem-solving abilities
• Proficient in Microsoft Office applications
• Willingness to support and develop team members

Qualifications

• GCSEs (or equivalent) including English and Mathematics

Additional Information

• Full UK driving licence and willingness to travel
• Flexible working hours, subject to business needs

What Do We Offer In Return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we're looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new
• We support each other in the small everyday moments and the bigger challenges
• We are determined to make a positive difference at work and beyond

Reasonable Adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours or hybrid working.

If you're excited by this role but have some doubts about whether it's the right fit for you, send us your application – if your profile fits the role's criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.