Business Support Analyst

SBS is a global financial technology company that’s helping banks and the financial services industry to reimagine how to operate in an increasingly digital world. SBS is a trusted partner of more than 1,500 financial institutions and large-scale lenders in 80 countries worldwide, including Santander, Societé Generale, KCB Bank, Kensington Mortgages, Mercedes-Benz, and Toyota. Its cloud platform offers clients a composable architecture to digitize operations, ranging from banking, lending, compliance, to payments, and consumer and asset finance. With 5,000 employees in 50 offices, SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia’s Universe: Digital Banking Platforms. SBS is a subsidiary of European digital consulting leader Sopra Steria (EPA: SOP), a 56,000-person company that generates annual revenue of €5.8 billion in 2023.

As a Business Support Specialist, you will be at the heart of our operations, managing the Business Support queue in JIRA and ensuring that tickets are prioritised and handled efficiently. You’ll work closely with both internal teams and external stakeholders, providing essential support and documentation to help us maintain our high standards of service.

Key Responsibilities:

• Triaging Support Tickets: Manage the Business Support queue in JIRA, ensuring accuracy in details and priority based on established guidelines and quality gates.
• Ticket Assignment & Investigation: Assign tickets and conduct initial investigations, providing timely updates throughout the process.
• Documentation: Document steps to reproduce errors and communicate resolutions effectively, both internally and externally.
• Stakeholder Communication: Engage with internal and external stakeholders to ensure clear and efficient communication regarding support issues.
• Training & Guidance: Assist in creating standard training documentation and guidance for feature setup and general inquiries.
• Test Environment Maintenance: Oversee a test environment, including data anonymization, data restoration, and environment startup processes.
• Reporting: Generate effective reports for stakeholders, enhancing transparency and communication.
• Testing Contribution: Support the overall testing process, including planning, execution, and results capture, utilizing tools like TestRail when applicable.

• Strong analytical and problem-solving skills.
• Excellent communication skills, with the ability to engage effectively with diverse stakeholders.
• Innovative and pragmatic 
• Team player
• Logical mindset
• Keen eye for detail 
• Strong negotiation skills
• Ability to take the lead 
• Explain complex information in simple terms 
• Experience working within the IT or Financial Services industry (Desirable)
• A good understanding of the delivery lifecycle  (Desirable)
• Exposure to business analysis processes and methodologies (Desirable)

SBS are a certified Great Place to Work!

We offer a hybrid working model. 

By joining the SBS team you will enjoy a market-competitive salary and our excellent rewards and benefits schemes including;

• 25 days holiday with an option to buy up to 5 more
• 6% employer pension contribution
• Private medical insurance
• Critical illness cover,
• Health cash plan,

We take pride in rewarding our colleagues through Summer parties, treat days in the offices, and a social budget for each department.

Salary for this role is up to £23,400 per annum

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.