Business Support Analyst

2 semanas atrás

Lisboa, Portugal askblue Tempo inteiro

We operate as a consulting service firm since 2013 and offer specialized consulting services to clients In the areas of finance and information technology.

We are currently looking for
**Business Support Analyst** to integrate one of our project teams in
**Lisbon**. The
**Business Support Analyst** is expected to provide business functional support of service delivery activities. There are global HFS business locations, across EMEA, AMER and APAC with a dependency on both internal and external support organizations.

**Tasks**

**Relationship Management**:

- Develop and maintain strong working relationships with the Investor Services Department at all levels to understand the business drivers;
- Work with the Application Delivery teams, Infrastructure and 3rd Party Vendor(s) to understand requirements and to deliver/promote appropriate solutions;
- Define and Implement Solutions using available technology stack, such as identify areas of automation and additional controls with current business processes;

**Production Support**:

- Deliver on Application Production Support to Business Lines, ensuring first class support services;
- Act as a key point of contact and escalation point on requests and issues to ensure prompt response and resolution; steer incident analysis and implement preventative action plans for improvement;
- Gather and manage all relevant resources in a crisis situation;
- Understand Exception Management Processes, across Applications, Middleware and Data;
- Investigate Server, Middleware and Application Logs where alerts are triggered;
- Manage all aspects of business / data analysis and enhancements for the HFS Global Business lines;
- Troubleshoot problems providing support and problem resolution - conducting reviews of problems and devising technical solutions and plans with the key stakeholders;
- Liaise with 3rd Party Vendors on items relating to routine and ad-hoc maintenance, support and development as required with the Application Production Support team in Dublin and Paris.

**Incident & Support Management**:

- Analyse Incidents and put in place preventive action plans for improvement;
- Address Support Queries raised by Business Teams, Infrastructure, ADM and 3rd Party Vendor(s) across suite of HFS Applications;
- Evaluate Business and System Risk, prioritise and plan for mitigations;
- Ensure appropriate communications is delivered to all key stakeholders as soon as an issue is identified ;
- Troubleshoot Problems providing support and problem resolution - conducting reviews of problems and devising solutions and plans with the key stakeholders;
- Liaise with ADM and 3rd party Vendors on items relating to routine and ad-hoc maintenance, support and development as required with the Application Production Support team in Dublin and Paris and Lisbon.

**Change/Release Management - Participation**:

- Attend Training Sessions for Application Production Support Handover from Change Management Team;
- Review, Understand and Provide Feedback on Application Production Support Handover Documentation
- Ensure Support Systems are updated to accommodate Change Requests;
- Understand and participate in HFS Release Management standards, such as Service Transition Acceptance Criteria
- Arrange or deliver (if relevant) as required regular refresher training and knowledge transfer on changes for the Application Production Support teams to Internal teams;
- Participate in Monthly Service Review Meetings between HFS IT and Operations.

**Requirements**:

- Good standard of education including (Desirable) relevant IT qualifications and/or Business qualification and/or relevant work experience;
- Good knowledge of Investor Services Business (Desirable);
- ITIL Qualification (Desirable);
- 4 years of experience in Business or Systems analysis, working in a large corporate environment, preferably in a financial sector;
- Strong analytical skills with a comprehensive knowledge of technology and emerging technologies;
- Must have great problem solving and troubleshooting skills, must be attentive to detail, and understand implications for the business;
- Strong experience with Application Exception Management, monitoring and alerts triaging (Desirable);
- Experience with Issue Tracking systems like, Service Now, etc. (Desirable);
- Excellent communication (verbal and written), interpersonal and analytic skills;
- Experience with internal support organizations and third party vendors;
- Experience leading and facilitating and delivery of training;
- Proven ability to work with teams in offshore locations;
- Proactive approach to continuous improvement and innovation;
- Self -motivated, enthusiastic and results focused;
- Strong team player with a high degree of flexibility;
- Clear aptitude for service delivery excellence;
- Fluent in English.

If this opportunity interests you, upload your

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