Business Support Team Analyst (Hybrid)

Who Are We?

Sopra Banking Software is the partner of choice for more than 1,500 financial institutions worldwide.

The rich variety of our solutions, the strength of our conviction, and our passion for innovation enable us to support our clients on a daily basis and in their future projects, as well as in their goals regarding financial inclusion. Our customers, based in over 80 countries around the world, benefit every day from our technologies and software, as well as the expertise of our 5,000 employees.

Sopra Banking Software is a subsidiary of the Sopra Steria Group, a European leader in consulting, digital services, and software development. With 50,000 employees, the Sopra Steria Group generated a turnover of €5.1 billion in 2022.

For more information, follow us on LinkedIn, Twitter & Instagram, or visit www.soprabanking.com

What role will you play?

Business Support is an essential role within the Product Management team. It requires key, second line, involvement in the incident management process through initial investigation, risk assessment and co-ordination with relevant teams to ensure any necessary changes or updates are communicated effectively. Our Business Support Team is in place to assure that all client inquiries, concerns, and issues are addressed in a timely manner, backed by an exceptional level of combined client product and technical support solutions. The Business Support Analyst will be our second line enforcement and responsible for the incident management process through initial investigation. Business Support Analysts are responsible for risk assessment and co-ordination with relevant teams to ensure any necessary changes or updates are communicated effectively. The Business Support Analyst will be required to develop a good understanding of the Software Development Lifecycle (SDLC), compliance requirements and implementation approach and reports to Business Support Team Leader.

What will you be doing?

• Triage the Business Support queue, ensuring detail and priority of tickets are accurate based on guidelines and quality gates set
• Assign tickets from the Business Support queue to action
• Complete initial investigation of assigned tickets, providing regular updates
• Document steps taken to reproduce an error and ensure issue is transitioned for fixing
• Document and effectively communicate steps to resolve an error (internally & externally)
• Communicate effectively with internal and external stakeholders
• Assist with the creation of standard training documentation and / or guidance on feature set up and general enquiries
• Maintain a test environment - consists of data anonymization process, data restore process and environment start-up
• Contribute to the overall testing process to include planning, execution and capturing results (using TestRail, where applicable)

What do we require from you?

Knowledge & Skill Requirements:

• Strong technical awareness, e.g. configuration / setup, file processing etc.
• Experience of working with various applications (at both user and support level)
• Understanding of the incident management process
• Knowledge of incident management tools such as, JIRA / ALM
• Demonstrated ability to operate in a fast-paced and multi-tasking environment, manage various deliverables, and prioritize to achieve results and meet deadlines
• Experience in stakeholder relationship
• Ability to create effective reports for internal and external stakeholders
• Ability to provide support over multiple products / systems
• A good understanding of the delivery lifecycle
• Exposure to business analysis process and methodologies
• Ability to break down information and explain complex information in simple terms

Competencies:

• Strong interpersonal skills and ability to motivate colleagues
• Excellent written communication / documentation skills
• Great attention to detail
• Ability to plan and prioritize
• Strong customer service ethics
• Proactive and self-motivated
• Innovative and pragmatic
• Works well within a team
• Strong negotiation skills
• Ability to explain complex information in simple terms
• Strong decision making and problem solving skills
• Responsible, reliable, and adaptable to a changing environment

Education/Certification/License Requirements:

• High School Diploma

Working Experience:

• 1-3 years B2B Customer Support environment and IT service desk support environment
• IT and/or financial services industry experience

Preferred Experience:

• Understanding of how CRM systems work
• Automotive lending/fintech exposure

Why should you apply?

If you are looking for an opportunity to not only grow professionally but also personally SBS is the place for you! We pride ourselves on making sure each employee receives the same level of commitment and dedication as we give our clients! You will be seen, heard, poured into, provided the proper tools and resources necessary to grow and encouraged to flourish! We acknowledge how much time is actually dedicated to the great work you will provide thus we deem it necessary to nurture not just your talents but you as an individual! Each office provides a unique associate experience that extends pass the walls in hopes to also accommodate any and all remote work activity as well!

Our Tribe – if you’re looking for diversity, equity, inclusion and belonging LOOK NO FURTHER!

We’re a part of various ecosystems in an increasingly multicultural and diverse world. And as a company, we have a responsibility to those who place their trust in us. From e-sports players to volunteers for humanitarian organizations, from drummers to street art lovers, we’re a diverse and close-knit team, united by a passion for all-things digital.

Our diversity is our strength. Our approach is our difference.

We look for people who are driven by results and have a clear aptitude for providing solutions for our clients. A passion to succeed is very important, especially if you can balance it with empathy for our diverse customers and understanding of what they really need. No matter where you are in your career path, if you find yourself sharing our core values, looking to bring fresh ideas to the table, and wanting to make an impact – HERE IS WHERE YOU START!

Some things to look forward to:

• Individual mentoring and ongoing support throughout your entire SBS journey
• Excellent employee benefits – medical, life and 401k match!
• Competitive and fair compensation structure
• Thorough and
• Flexible work environment that fully supports a healthy work life balance
• Great people and engaging working environment
• Dedicated commitment to values that surround our people, the community, the environment and market/business ethics
• Involvement with fresh initiatives that support our corporate responsibility towards Access to Education, Gender Equality, Financial Inclusion, and Environmental Sustainability

Pay Transparency: Competitively $63,000/annually

At Sopra Banking Software, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences, we value diversity at our company and do not discriminate on the basis of race, ethnicity, religion, gender, sexual orientation, age or disability status. All personal information will be treated as confidential according to the Employment Equality act.

All your information will be kept confidential according to EEO guidelines.

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.