We are currently recruiting for a Business Support Analyst in our Cardiff office.

Job Summary

LGIM (Retail) is seeking to fill a Business Support Analyst position within its Business Support Services (BSS) Team. The BSS Team is responsible for the BAU support and maintenance of business systems, and the delivery of BAU change, in support of specific business strategies.

As a Business Support Analyst you will be responsible for providing support services as directed by the Support Services Manager and the delivery of “requests for change” appropriate to your level of experience and ability.

We are looking for somebody that:

Has significant experience of providing support to business users, acting as an interface between business users and IT service providers;

Has experience of service transition, request fulfilment, incident management and problem management processes;

Has a keen eye for detail and consistently delivers a high quality performance;

Relishes the opportunity to investigate how our systems and processes work;

Thrives on the opportunity to identify and design system and process improvements;

Is able to keep calm during high pressured situations;

Has experience of working in Financial Services, with a particular focus on Retail Investments;

In return, we will offer great training and development opportunities within the Service Management discipline.

Key Responsibilities

As a Business Support Analyst, you will be responsible for providing a variety of support & delivery activities in-line with the services we provide, with a focus on analysing how the systems and processes work, as well as providing testing and technical assistance

You will ensure that service delivery is consistent with business needs and user requirements

You will be a champion of Continual Service Improvement, proactively striving to improve the services we provide

With a challenging Programme of Work, you will be assigned to one or more initiatives, liaising with third parties as well as all areas within LGIM and the wider L&G Group. Examples include:

Asset management, such as fund launches/fund closures/fund mergers/fund amendments

Delivering end-to-end change and support to our post transactional correspondence (i.e. Contract Notes, Distribution Tax Vouchers, Merge Correspondence, Auto Correspondence and Manual Correspondence)

General database maintenance around our test environments

You will be engaged at all stages of the project & service lifecycle, with the opportunity to see process/system changes right the way through from design to early life support

You will be comfortable in building good working relationships with key stakeholders, and be readily able to understand and relay technical jargon into meaningful communications - to ensure a common understanding amongst both business colleagues and technical areas

Skills, Knowledge and Experience Required

Essential:

You will be able to:

Thoroughly analyse information/data in order to demonstrate a clear understanding of the issue at hand and to find an appropriate solution, meeting both individual and business needs

Constructively challenge, using strong questioning and playback techniques to ensure requirements and discussion points are fully understood before documenting a response

React positively & quickly to new challenges and work at pace

Take ownership when issues are foreseen and initiate action to resolve or mitigate, ensuring visibility by the appropriate level of management

Take responsibility for your own behaviour in order to positively influence the team’s growth and its working relationships

Accuracy/control/attention to detail is key, in order to produce quality output first time round

Ability to work independently and taking end-to-end ownership of work when required

Ability to communicate well and present a good/strong image with stakeholders

Ability to learn quickly and provide innovative ways of how we could improve

Provide flexible support to cover shifts/production incidents/project initiatives

Desirable:

Knowledge and experience of the following will be beneficial:

Business:

Experience of working in a Business Support role

An appreciation of the Retail Investments Industry and the regulatory framework we work within

Good understanding of LGIM(Retail) core systems and associated business systems/processes

Has a good understanding of the LGIM (Retail) product range

Ability to define/design/build/deliver change

Experience in request fulfilment, incident management and problem management

Ability to analyse issues and provide options for resolution

Is able to adhere to a strict control environment

Has a good understanding of our post transactional correspondence (i.e. Contract Notes, Distribution Tax Vouchers, Merge Correspondence, Auto Correspondence and Manual Correspondence)

Technical:

Transact SQL

Microsoft Office Suite (emphasis on Excel)

RUFUS fund administration system

EDM Image & Workflow system

ITIL Service Management qualifications

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 22 days’ (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.