Business Support Team Analyst (Alpharetta, GA Hybrid)

at  Sopra Banking Software

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

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!

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