Junior Business Analyst (Support)

Main purpose of the role

The Junior Business Analyst (Support) is an entry-level role assisting the Support Team with the analysis and information gathering needed to help resolve application, system and process-related tickets.

The initial focus is on developing strong core business analysis skills: understanding a problem, asking appropriate questions, gathering evidence, documenting what is needed clearly and helping ensure Support and Development colleagues have the information required to progress a ticket.

The role is designed to provide an opportunity to learn and develop. With experience, the role holder will gain greater involvement in requirements analysis, testing, process mapping, root cause analysis and service improvement.

Key responsibilities

Ticket analysis and investigation

• Review assigned support tickets and understand the issue or request being raised.
• Speak with users to obtain missing information and clarify what they need.
• Gather useful supporting information such as examples, screenshots and affected cases.
• Capture what the user expected to happen and what actually happened.
• Document findings and agreed next steps clearly and accurately.
• Seek assistance from more experienced colleagues where further analysis is required.

Requirements gathering and documentation

• Help turn user requests and problems into clear, structured information for Support and Development colleagues.
• Document basic requirements and expected outcomes using agreed templates and guidance.
• Maintain clear and accurate notes within the BASIL ticketing system and supporting documentation.
• Learn how to produce acceptance criteria, simple process flows and other business analysis documentation where appropriate.
• Check understanding with users and colleagues before work progresses.

Supporting ticket resolution

• Work closely with Support Analysts, Developers and business users to help keep assigned tickets progressing.
• Obtain additional information when requested by technical colleagues.
• Help users understand the questions or information required by the Support Team.
• Keep assigned analysis activities and documentation up to date.
• Escalate issues, uncertainty or delays appropriately.

Testing and validation

• Assist with testing fixes and changes against the original requirement.
• Record test results and supporting evidence clearly.
• Help users undertake acceptance testing where required.
• Develop an understanding of how acceptance criteria and test scenarios are created.

Development within the role

As knowledge and experience develop, the role holder will have the opportunity to become involved in:

• More detailed requirements gathering and analysis.
• Creating process maps and workflows.
• Defining acceptance criteria and test scenarios.
• Supporting User Acceptance Testing.
• Root cause analysis of recurring issues.
• Identifying opportunities to improve systems, processes and support guidance.
• Creating knowledge articles and reusable support documentation.
• Taking greater ownership of more complex tickets.
• Contributing to Support Team improvement initiatives.

Professional qualities

Essential

• GCSE English and Mathematics (grades A-C), or equivalent.
• Comfortable using Microsoft Word, Excel and other common office applications.
• Good written and verbal communication skills.
• Able to listen, ask questions and accurately capture information.
• Good attention to detail and a consistent approach to keeping records.
• Organised and able to keep assigned work up to date.
• Comfortable speaking with colleagues across the business.
• An interest in technology, systems and how business processes work.
• Willingness to learn, develop new skills and respond positively to feedback.
• Able to recognise when to ask for help or escalate an issue.

Desirable, but not required

• Experience working in a support, administrative, operational or customer-facing environment.
• Previous exposure to business analysis, requirements gathering or software testing.
• Experience using a ticketing or workflow system.
• Knowledge of pensions administration or pension systems.

Personal qualities

• Curious and willing to ask questions.
• Keen to learn and develop.
• Clear, logical and methodical.
• Approachable and comfortable talking to people.
• Patient when working through problems.
• Reliable and conscientious.
• Positive and collaborative.
• Comfortable receiving guidance and feedback.

Reporting line

Reports to: Business Support Lead