We're seeking a talented and motivated Business Support Analyst to join our growing team.
As the Business Support Analyst, you'll act as local interface to global level support function, as well as become an expert in end to end operating model in a consulting environment.
What you'll do: Responsible for managing service support for all services allocated as per Subject Matter Expert bucket with a drive towards effective Incident ManagementAwareness around all possible changes that will be released into the PRODUCTION environment for allocated services.Collaboration with other Subject Matter Expert's on changes in other areas that may have an impact on allocated processesOwns the LIVE environment for allocated services in Subject Matter Expert bucket and 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 articlesResponsible for identifying problem areas and following through on all problems logged in SME bucketResponsible for escalation of any concerns in relevant SME bucket Key Performance Measures Any investigations related to SME bucketKey contact person in IAP Service Desk for all systems in 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 bucketKey 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 interfaceUtilize data analysis techniques and reporting to derive actionable insights and support data-driven decision-makingMaintain comprehensive documentation of business requirements, system specifications, and test cases Your expertise: Must have strong financial services experience, in particular, solid knowledge and understanding of insurance products and policiesProven experience as a Business Analyst or Application Support AnalystStrong understanding of digital technologies and trendsExcellent analytical and problem-solving skillsFamiliarity with agile methodologiesAbility to understand and use computational theories and practical skillsAbility and knowledge for effectively interacting with data users, managers and other stakeholdersAbility to identify and describe the complex interplay between technologies and organisational structure.Personal Attributes: Excellent communicatorDisciplined and organisedBusiness acumen to perform under pressureUnderstanding of operational requirements of a businessBachelor's degree in Business, Computer Science, or a related fieldInterpersonal skills and management experienceLogical, strategic thinker and practical implementer Qualification(s) required: Bachelor's degree in Business, Computer Science, or a related field Why 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.