Business Support Team Analyst (Alpharetta, GA Hybrid)

Company Description

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

Job Description

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)

Qualifications

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 in