Chloe's right hun - you don't need to apply just what you've gained from your working life - your "other" life counts as well!

i'm not sure what part of the department you've worked in for sure, but i'm guessing it's similar to mine, so analytical skills would include any interviewing you've done of clients, finding results to problems on their files etc. research skills - again, similar - locating relevant information from internal systems, being able to quote it appropriately, applying it to the case you're working on at that time etc...

for the latter one - taking into account the defintion Chloe has given (thanks Chloe - didn't have to google!!) - i would look at mentioning application of timeliness standards for processing claims, appeals process, and your understanding and application of these processes. maybe investigation of tip offs etc when looking at natural justice etc. try to apply the principles of this to your applicaion, but relate them to the position you're applying for as well

as i said, not sure of what your current role is, so i'm flying blind here - but happy to help out with proof reading (and elaborating - i'm GREAT at the waffle thing!) if you need me to

GOOD LUCK HUN!