Production Support Business Analyst

We’re now on the lookout for a Production Support Business Analyst. In this role you will analyse and determine information needs and business requirements to develop detailed requirements or functional designs leading to the creation of business solutions software. You will analyse client‑raised tickets to determine ticket type and priority according to client contract parameters.

Business Analysis

• Investigate, classify, and prioritize issues assigned to you from the GBST issue management system (currently “Mashups”). Tasks are completed in accordance with client’s SLA without the need to refer the issue back to the customer for clarification.
• Write and/or review Detailed Requirements submitted by clients in production as directed by the Client Operations Manager or Development Project Manager. Requirements completed on schedule, within time budget and approved by the client.
• Manage the appropriate Manager’s expectations pertaining to timelines.
• Research, analyze, and/or write Detailed Requirements relating to legislative issues. Impact Analysis and/or Detailed Requirement approved by client/s.
• Write Functional Designs or User Stories in response to requirements submitted by clients in production as directed by the Client Operations Manager or Development Project Manager. Designs completed on schedule, within time budget and approved by the client/s.
• Provide on‑site consultancy to production clients (such as supporting a client’s User Acceptance Test Phase) in accordance with resource request.
• Manage the critical incident process in accordance with the Critical Incident Management procedures ensuring that the correct resources are engaged, internal and external stakeholders are constantly informed and updated through to resolution of the incident.
• Grow knowledge of Wealth Management client base, their products, and the way they use Composer and other products’ functionality through assignments and/or interaction with the clients.
• Develop and extend Composer and its subsidiary products’ knowledge through personal development and involvement in various assignments.
• Deliver 24/7 support via on‑call rotation for after‑hours issues.

Team Collaboration

• Participate in team meetings to bring up issues, share knowledge, share achievements, and provide training and direction.
• Develop strong and effective working relationships across the group in different locations.
• Effectively communicate information and insights to the team.
• Ensure successful communication/work with all areas of the business.
• Contribute to continuous improvement in project methodologies, processes and supporting tools to identify and implement improvement opportunities.

Compliance & Policies

• Adherence to GBST’s Quality Management System.
• Complete Timesheets in accordance with timesheet guidelines.
• Build sound working relationships with internal and external clients.
• Complies with all legislative requirements.
• Adheres to company policies and procedures of the Corporate Code of Conduct.
• Ensures personal adherence to workplace health and safety requirements and takes positive action to ensure a safe workplace.
• Acts in an ethical way when dealing with company assets and other people.

Qualifications

• Tertiary qualifications and/or significant experience in the IT industry and/or as a client administration Business Analyst with a reputable financial institution that operates in a similar industry as GBST clients.
• Detailed knowledge in Pension and Wrap systems in the UK market.
• Knowledge of current legislation in the areas of products in the UK market, including Pensions, ISAs etc.
• Experienced in the following areas: assembling, gathering business requirements and writing business specifications, gap analysis process and deliverables, business process re‑engineering, writing Detailed Requirements and Functional Designs and/or user stories.
• Superior listening, oral and written communication skills.
• Ability to communicate clearly and concisely ideas, solutions and problems.
• Logical and analytical problem investigation and resolution skills.
• Adapts to working in a team environment or can work independently (based on the needs of the assignment).
• Ability to learn and understand new concepts.
• Attention to detail.
• Ability to prioritize work and meet deadlines.
• Awareness of risk management.
• Understand the importance and balance of client service levels.
• Assertive, self‑motivated and willingness to help others.
• Manage internal and external client expectations.
• Able to work in both Waterfall and Agile development environments.

Desirable Skills

• Knowledge of SQL, XML.
• High level understanding of Composer data model.
• Workflow experience.
• Experience in compliance requirements of the relevant industry.
• Participated in legislative work groups (e.g. HMRC, FCA).
• Testing skills.
• Training skills.

Benefits

• 2 days flexible/hybrid working arrangement.
• Instant savings and discounts on major retailers across the country.
• Private Health Insurance including Dental and Optical Cover.
• Non‑contributory Pension Scheme.
• Salary Sacrifice Schemes – Car, Cycle to Work and Additional Pension Contributions.
• Additional GBST & U day off every year.
• Employee Assistance Program (EAP).
• LinkedIn Learning.