Acturis Support Analyst, Letterkenny

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 SLAsProvide timely updates to users throughout the lifecycle of their requestsMaintain accurate helpdesk records and proactively chase outstanding actionsEscalate complex or high‑impact issues to the line manager where appropriateSupport users across all communication channels

System & Process Improvement

Maintain accurate system configuration and change recordsIdentify 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 requiredCollaborate with the wider applications team on planned and ongoing initiatives

Knowledge Sharing & Training

Create and maintain clear, user‑friendly guides and knowledge articlesDeliver training to Super Users and support knowledge sharing across the businessProvide Acturis training and mentoring to other team membersShare best‑practice tips and system enhancements with stakeholders

Reporting & Governance

Produce relevant management information and reports for senior stakeholdersEnsure compliance with FCA principles, GDPR, AML regulations, the Bribery Act 2010, and applicable sanctionsUphold Howden’s service standards and always act in the best interests of clients

Knowledge & Experience

Essential

Minimum 3 years’ Acturis experienceExperience in an insurance customer‑facing roleStrong understanding of insurance operations and industry challengesProven ability to prioritise workload and meet deadlines within SLA requirements

Desirable

Experience in an application support or systems administration roleKnowledge of other insurance systemsUnderstanding of regulatory and legal requirements (e.g. FCA, GDPR, TCF)Familiarity with Howden’s operational landscape

Skills & Behaviours

Excellent written and verbal communication skillsAbility to translate technical concepts into business‑friendly languageStrong attention to detail and accuracyConfident engaging with stakeholders at all levelsStrong organisational and time‑management skillsEffective negotiation and problem‑solving abilitiesProficient in Microsoft Office applicationsWillingness to support and develop team members

Qualifications

GCSEs (or equivalent) including English and Mathematics

Additional Information

Full UK driving licence and willingness to travelFlexible 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