Thomsons Online Benefits – opening

Company Overview
Thomsons Online Benefits is a market leader in innovative technology and consultancy
services related to total reward and flexible benefit programmes. Client companies include
some of the world’s best known brands across financial service, technology and business
services. With offices in London, Romania and Singapore, the company employs in excess of
300 staff with a turnover in the region of £30M.
Our award winning technology – Darwin – allows employees to choose their own benefits
package online and services over 500,000 users in 60 different countries. It helps HR and
Payroll teams to administer their data simply and securely, and HR Directors to minimise
costs and make strategic benefit decisions. We also design engaging reward brands to
maximise employee engagement and are a regulated benefit broker.
Regularly appearing in the Sunday Times Tech 100 listing, Thomsons Online Benefits is a
rapidly growing and exciting company with global opportunity and can provide both a
challenging and rewarding career.
Get to know us better by visiting our Cluj Facebook page:

Role Outline
The Product Analyst provides the second level of support for internal and external users for
the Darwin Application. He will assume ownership of support cases and will follow through
until the case has been closed or reassigned to another individual or department. If a
question cannot be immediately answered, the candidate will be expected to use available
material resources and/or consult with product experts to advance the resolution of the
issue in a timely manner.
Key Responsibilities
• Analysing incidents received via the service desk platform in respect of the Darwin
• Provide 1st and 2nd line support to internal and external customers assist in
troubleshooting problems which have surpassed the abilities of other support staff
• Logging, classifying and prioritising incidents and service requests via the service
desk software.
• Diagnoses underlying cause of customer complaints or performance issues
• Identify, evaluate and resolve client issues utilising available resources or
independent research.
• Identify and implement additional solutions based on clients’ changing needs
• Resolution of incidents and service requests within the agreed Operational Level
• Diagnosing software bugs and logging these with the Software Engineering Team
• SQL analysis of the database using SQL queries
• Report unresolved issues (defects) in a clear, concise manner to Software
Engineering Team for resolution
• Stay current with system information, changes and updates, continually improve
understanding of business needs from all stakeholder perspectives, including
customers, 3rd party suppliers, and host systems.
• Test reported defects that have been corrected by Software Engineering Team.
• Provide assistance to other teams within the company for tasks that require manual
• Work closely and effectively with QA Team, Software Engineering Team and Client
Delivery Teams.
• Communicate and progress issues and resolutions with team members in order to
inform, educate and improve current processes and service levels.
• Understanding of the product vision from the customer perspective and work with
technical resources to evaluate various approaches to implement solutions
• Offer alternative solutions where appropriate with the objective of retaining
customers and clients’ business;
• Academic background in Computer Science, Computer Engineering or related field
• Excellent communication skills at all levels
• Problem solving skills and high attention to detail
• A commitment to quality and a thorough approach to the work
• Remain highly adaptable – Due to the turbulent nature of priorities in supporting
customers, this role requires high adaptability to changing demands, deadlines and
• A technical aptitude – to quickly learn and understand new technologies
• Strong initiative
• Flexible/Proactive attitude; ability to perform under pressure
Would be a plus:
• Previous experience in a similar role
• SQL knowledge
• Working in a multinational environment
• Ability to work well within a team
• Ability to manage multiple detailed tasks in a fast paced environment
Should you like to know more, please send your resume at:
Our Technology Awards
 Best Use of Technology by a Corporate Adviser, Corporate Adviser Awards 2012, 2011
and 2009
 Best Flexible Benefits Platform, IFAonline UK Platform Awards, 2010 and 2009
 Flexible Benefits Solutions and Total Reward Provider, Financial Times Business
Pension & Investment Provider Awards, 2009, 2008, 2007, 2006
 Best Use of Technology by an Adviser, Money Marketing Financial Services Awards
2008, 2012


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