Functional Support Specialist 1st Line

Whom do you help as a functional support specialist, and how do you ensure that colleagues and customers can rely on well-functioning insurance systems?

Functional Support Specialist 1st Line

As a 1st line functional support specialist at Rabobank, you help users within the Exchange, Mandate, and Provincial business with a reliably functioning insurance system. From Utrecht, you manage the Digital Insurance Platform. You analyze incidents, perform standard changes and authorization management, and monitor critical processes. This allows colleagues to perform their work efficiently and ensures customers receive the correct insurance documents in a timely manner.

You work 36 hours per week. You work hybrid, with Thursday as the collective office day in Utrecht.

• You analyze disruptions and resolve them independently or, if necessary, escalate incidents to the 2nd line.
• You work with CCS Level, the Digital Insurance Platform, HALO, and the supplier's customer portal.
• You ensure that insurance processes continue to work reliably and efficiently.
• You are the first point of contact for incidents and user queries within the front office, middle office, and back office of the Digital Insurance Platform.
• You analyze and remedy disruptions. You also monitor incidents that lie with supplier CCS and drive timely handling within the agreed service levels.
• You perform standard changes, such as adjustments to database tables and layouts. You ensure that operations test these changes, and after approval, you configure the changes in the production environment.
• You manage authorizations and coordinate with users, suppliers, management teams, and chain partners in case of questions or disruptions.
• You monitor and execute critical processes, including daily batches, renewals, and month-end closures. In doing so, you help safeguard the continuity of the insurance business.

You begin an average workday by checking the batches from the previous night. After that, you review new incidents, changes, and questions, check feedback from the supplier, and discuss solutions with the business. You also monitor the progress of your workload.

For planned management, you work approximately once per quarter in the evening according to a rotating schedule. Approximately 1 or 2 times per year, work in the weekend may be necessary.

• Functional support.
• CCS Level.
• Digital Insurance Platform.
• Incident analysis and incident management.
• Standard changes.
• Authorization management.
• Monitoring service levels.
• Insurance processes for Exchange, Mandate, and Provincial.
• Monitoring of batches, renewals, and month-end closures.
• Analytical ability, communication skills, and ownership.

We believe in the power of differences. It is precisely by combining the differences of people that we become an even better bank. We are curious about what you can add to our Functional Support team.

Within Functional Support, the first and second lines work closely together. The second line supports the first line with more complex and larger issues. Additionally, you work together with product enrichers, users, 3 squads, supplier CCS, and various chain partners. Together, you ensure that the systems continue to support the growing insurance business and that colleagues can work increasingly efficiently.

For us, your development and that of society go hand in hand. That is why we want to invest in you and work together on a better world. We summarize that in one sentence: at Rabobank, you work on yourself and the world around you at the same time.

At Rabobank, we work on a culture in which everyone feels welcome. We value our differences and use them to work together better and make better decisions. By being open to different perspectives, we create an environment in which colleagues feel heard.

Must-haves:

• You have at least an MBO 4 diploma and HBO (higher professional education) working and thinking level.
• You have at least 1 year of demonstrable experience as a functional administrator with CCS Level.
• You can analyze, resolve, and carefully monitor incidents.
• You communicate clearly in Dutch.
• You work in a structured, analytical, and solution-oriented manner.
• You take ownership of the progress of incidents and changes.

Nice-to-haves:

• You have experience with insurance processes within the Exchange, Mandate, or Provincial business.
• You have knowledge of ITIL processes.
• You have experience with support, operations, or functional support within an environment with multiple systems and chain partners.

You help employees within the Exchange, Mandate, and Provincial business. By ensuring systems work well, you contribute to reliable service for customers and advisors.

You monitor critical processes, handle incidents and user queries, and monitor actions at supplier CCS. Additionally, you perform standard changes and authorization management.

You use, among others, CCS Level, the Digital Insurance Platform, HALO, incident management, authorization management, customer systems, and ITIL processes. Working analytically, communicating clearly, and monitoring progress are important.

Yes. Thursday is the collective office day in Utrecht. At least once every 2 weeks, you are required to be in the office during the sprint change. On the other days, you can work from home.

You work together with colleagues from the first and second lines, product enrichers, users from operations, 3 squads, supplier CCS, and various chain partners.

We would love to receive your response!

• Contact the vacancy holder: Cees Knijnsberg, Manager Applications Insurance & Pensions via Cees.Knijnsberg@rabobank.nl.
• Contact the recruiter: Pascal Remmerts via Pascal.Remmerts@rabobank.nl.
• If you are invited for an interview, Bo, our virtual assistant, will contact you via SMS and email to schedule the interview.
• A reliability assessment is part of the procedure.
• You can find answers to frequently asked questions here: frequently asked questions about working at Rabobank.
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