Business Support Analyst at EOH Human Capital Solution

Job Purpose

• Delivering a world class customer service experience
• Taking ownership of all customer support related to allocated services
• Understanding the business needs in the SME bucket
• Analysing requirements for input to changes and enhancements
• Collaborating with business superusers in focus area and cross-functional teams to deliver innovative digital solutions

Skills and Experience

Principal Accountabilities

• Responsible for managing service support for all services allocated as per SME bucket. Drive towards effective Incident Management
• Awareness around all possible changes that will be released into the PRODUCTION environment for allocated services in SME bucket
• Collaboration with other SME’s on changes in other areas that may have an impact on allocated processes
• Owns 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 bucket
• Responsible for identifying problem areas and following through on all problems logged in SME bucket
• Responsible for escalation of any concerns in relevant SME bucket
• The SME bucket comprises of, but is not restricted to the following applications: GWP, FinSwitch, StockBroker, Morning Star DB
• The SME bucket comprises of, but is not restricted to the following business processes: Money in; Money Around; Trading Terms; Taxation; Correspondence

Key Performance Measures

• Any investigations related to SME bucket
• Weekly review of all incidents in relevant SME bucket
• Evaluate the quality of all knowledge articles in SME bucket
• Create new knowledge articles / QA existing ones from previous week
• Ensure that everyone in the team is aware of new knowledge articles
• Identify 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 shifts
• Attend daily stand-up meeting with peers (update on daily issues)
• Escalate any hot spots in weekly team meeting
• Collaborate with Business analysts and other stakeholders to gather and document business requirements for digital solutions
• Work closely with software development teams to translate business requirements/issues into functional specifications/solutions
• Partner with UX/UI designers to optimize the user experience of financial services software
• Drive any problem investigations in SME bucket
• Collaborate with QA teams to ensure that developed solutions meet high-quality standards
• Conduct user acceptance testing (UAT) and facilitate feedback sessions.
• Act as a liaison between business stakeholders and development teams, ensuring effective communication and understanding of requirements
• Responsible for mapping (and updating) all business processes in relevant SME bucket
• Attendance 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 bucket
• Act as the communication medium between client and all 3rd party suppliers of systems in relevant SME bucket
• Provide insights on industry best practices and emerging trends to enhance digital interfaces
• Utilize data analysis techniques and reporting to derive actionable insights and support data-driven decision-making
• Maintain comprehensive documentation of business requirements, system specifications, and test cases

Your expertise:

• Level: Senior (7+ years experience)
• Prior working experience in a Service oriented environment
• Proven experience as a Business Analyst in the financial services industry
• Strong understanding of digital technologies and trends
• Familiarity with agile methodologies