Business Support Analyst

Who are Diligenta?

Diligenta' s vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

The Oppertunity

An exciting opportunity has arisen for a Business Support Analyst to join the Specialist Support Team at Diligenta.

In this position, you will play a pivotal role in providing support for the Customer Operations teams enabling colleagues and managers to provide an excellent service to customers. You will be responsible for various tasks, ranging from data analysis and reporting to process optimization and problem-solving.

If you are a naturally analytical individual who is passionate about process improvement, then please apply today!

You'll be:

• Managing and facilitating the regular Access Security Review of BaNCS Platform and SLAL Legacy applications
• Documenting BaNCS systems and access levels required by different roles within the operation
• Following the existing and evolving Incident Management framework, you will play a pivotal role in all aspects of Incident Management.
• Mitigating the impact to the operation and customers and ensuring a swift recovery via trend analysis, decision making and escalations
• A point of escalation to resolve individual colleague IT issues to minimise impact to colleague and operation
• Simplifying technical information into more easily understood terms.
• Presenting findings and recommendations to key stakeholder groups to support decision making

You should apply if you:

• Have the ability to prioritise workload using a flexible approach in order to achieve deadlines
• Possess strong relationship building skills with the ability to collaborate with stakeholders both internally and externally
• Strong problem solving and analytic skills
• Ability to analyse data sources and produce insights into the problems and potential solutions
• Strong communication and influencing skills (both written and verbal) with proven success of explaining data findings influencing decisions across teams where priorities and interest are often conflicting
• Previous experience of IT Incident Management (desirable)

The Perks:

• 25 days holidays + 8 bank holidays
• Discretionary annual bonus
• Company pension scheme membership
• Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools.
• Access to our Confidential Helpline is available to be used by you and your family.
• Develop your career through a wider global organisation of the TCS family.