Support Analyst

Who are we? Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden. 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 At least 2 years’ insurance customer‑facing experience 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. Permanent