We are looking for a Business Support Analyst in the Investment space. Job PurposeDelivering a world class customer service experienceTaking ownership of all customer support related to allocated servicesUnderstanding the business needs in the SME bucketAnalysing requirements for input to changes and enhancementsCollaborating with business superusers in focus area and cross-functional teams to deliver innovative digital solutionsPrincipal AccountabilitiesResponsible for managing service support for all services allocated as per SME bucket. Drive towards effective Incident ManagementAwareness around all possible changes that will be released into the PRODUCTION environment for allocated services in SME bucketCollaboration with other SME's on changes in other areas that may have an impact on allocated processesOwns the LIVE environment for allocated services in SME bucket. Manage a close relationship with the key stake holders of all allocated services in SME bucket (i.e. BA's, superusers).Responsible for maintaining and updating all knowledge articles in SME bucketResponsible for identifying problem areas and following through on all problems logged in SME bucketResponsible for escalation of any concerns in relevant SME bucketThe SME bucket comprises of, but is not restricted to the following applications: GWP, FinSwitch, StockBroker, Morning Star DBThe SME bucket comprises of, but is not restricted to the following business processes: Money in; Money Around; Trading Terms; Taxation; CorrespondenceKey Performance MeasuresAny investigations related to SME bucketWeekly review of all incidents in relevant SME bucketEvaluate the quality of all knowledge articles in SME bucketCreate new knowledge articles / QA existing ones from previous weekEnsure that everyone in the team is aware of new knowledge articlesIdentify any training needs (support agents users)Create user manuals and assist with training materials as needed.Conduct training on new areas/areas of concern in relevant SME bucket as per pre-defined shiftsAttend daily stand-up meeting with peers (update on daily issues)Escalate any hot spots in weekly team meetingCollaborate with Business analysts and other stakeholders to gather and document business requirements for digital solutionsWork closely with software development teams to translate business requirements/issues into functional specifications/solutionsPartner with UX/UI designers to optimize the user experience of financial services softwareDrive any problem investigations in SME bucketCollaborate with QA teams to ensure that developed solutions meet high-quality standardsConduct user acceptance testing (UAT) and facilitate feedback sessions.Act as a liaison between business stakeholders and development teams, ensuring effective communication and understanding of requirementsResponsible for mapping (and updating) all business processes in relevant SME bucketAttendance of bi-weekly meeting with business analysts (incidents review, hot spots, training)Key role in constructing and executing test cases in any project(s) related to SME bucketAct as the communication medium between client and all 3rd party suppliers of systems in relevant SME bucketProvide insights on industry best practices and emerging trends to enhance digital interfacesUtilize data analysis techniques and reporting to derive actionable insights and support data-driven decision-makingMaintain comprehensive documentation of business requirements, system specifications, and test casesYour expertise:Level: Senior (7+ years experience)Prior working experience in a Service oriented environmentProven experience as a Business Analyst in the financial services industryStrong understanding of digital technologies and trendsFamiliarity with agile methodologies Other information applicable to opportunity:Location: Cape Town (Hybrid way of work)Ideally looking at someone who can join on an initial contract basis with the possibility to go permanent. Open to a permanent engagement from the start with the right person. Qualifications: Matric and relevant IT/ BA/ etc. qualificationWhy work for us?Want to work for an organization that solves complex real-world problems with innovative software solutions? At iOCO, we believe anything is possible with modern technology, software, and development expertise. We are continuously pushing the boundaries of innovative solutions across multiple industries using an array of technologies.?You will be part of a consultancy, working with some of the most knowledgeable minds in the industry on interesting solutions across different business domains.?Our culture of continuous learning will ensure that you will have all the opportunities, tools, and support to hone and grow your craft.