BUSINESS SUPPORT ANALYST JOB DESCRIPTION

Knowing the operational rules inside a regulated financial institution is not the same as being able to move work through them. A Business Support Analyst sits between the people who generate revenue and the infrastructure that keeps the institution compliant, owning the processes that neither side has time to run alone. In private banking and insurance environments, that means navigating Anti-Money Laundering frameworks, Know Your Customer requirements, and Cross-Border policies while keeping front-office teams productive. The work is unglamorous by design and consequential in practice.

As the Business Support Analyst, you translate the procedural and compliance demands of a regulated financial services environment into reliable, day-to-day operational delivery for front-office and Finance stakeholders. You work across Operations, Technology, Risk, and Finance functions, with accountability for keeping service standards and audit readiness intact across reporting and support cycles.

Career Impact: Mastery of AML, KYC, and cross-border compliance operations inside a financial institution builds a credential set that transfers directly into senior operations, COO office, or business management roles.

Business Impact: Private bankers, Finance teams, and client-facing executives depend on this role's output to stay compliant, onboard clients correctly, and close reporting cycles without interruption.

Growth Opportunity: Analysts who demonstrate control over finance system support cycles and stakeholder reporting often advance into Business Management, Finance Operations, or programme delivery roles within three to five years.

• Own end-to-end processing of corporate expenses, credit card payments, and vendor creation to meet internal compliance approval requirements.
• Support monthly, quarterly, and budgeting cycle reporting by diagnosing data quality issues and implementing controls to prevent recurrence.
• Manage client-facing documentation including audit letters, reference letters, and passport certifications in line with regulatory standards.
• Analyze functional change requests across finance and business systems, then design and implement solutions that meet stakeholder requirements.
• Coordinate issue resolution with Technology and managed service partners to maintain smooth delivery for Finance business stakeholders.
• Monitor and escalate incidents within agreed SLA parameters, maintaining accurate logs and priority classifications throughout.
• Identify process improvement and automation opportunities that reduce manual effort and deliver measurable value to Finance teams.
• Partner with Legal, Risk, and Operations teams to ensure adherence to AML, KYC, Data Protection, and Cross-Border policy requirements.

• Bachelor's degree in Business, Finance, Information Systems, or equivalent work experience.
• 3 or more years of business support or operations analyst experience, with direct exposure to financial services environments.
• Demonstrated knowledge of internal controls, compliance frameworks, and audit documentation practices.
• Proven ability to manage competing priorities across multiple stakeholder groups at varying seniority levels.
• Strong analytical skills applied to business process issues, data quality problems, and system workflow failures.
• Excellent written and verbal communication skills, including the ability to prepare clear documentation and escalation reports.
• Experience managing incident or service request workflows within a structured process framework.

• CA, CPA, or equivalent professional accounting qualification with post-qualification experience in insurance, reinsurance, or private banking.
• Experience supporting finance reporting systems such as Oracle Hyperion, Essbase, or comparable enterprise planning platforms.
• Familiarity with Agile delivery methodologies and experience participating in UAT or system rollout activities.
• Bilingual fluency in a second European language, particularly French or German, relevant to cross-border client operations.

• Incident resolution rate within agreed SLA, reflecting timeliness of support across the business user base.
• Data quality error rate per reporting cycle, measuring control effectiveness over finance system inputs.
• Audit letter and compliance document turnaround time, tracking adherence to client servicing standards.
• Reporting cycle completion rate on schedule, reflecting reliability of system support through month-end and quarter-end.
• Volume of process improvement initiatives delivered, indicating continuous uplift contribution to Finance operations.
• Typical tools: Finance reporting platforms (commonly Oracle Hyperion or Essbase); ITSM ticketing systems (commonly ServiceNow).

• Base Salary Range: $65,000 to $90,000 annually, depending on seniority and location
• Bonus: Annual performance bonus, typically 5% to 12% of base salary
• Equity: Uncommon at this level; occasionally offered in smaller financial firms
• Health Benefits: Medical, dental, and vision coverage; employer contribution standard
• PTO: 15 to 20 days annually, plus federal holidays
• Common Perks: Professional development stipend, tuition reimbursement, and commuter benefits

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment in this role is contingent on successful completion of a background check, which may include verification of credit history given the financial services context of this position. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to qualified individuals with disabilities upon request. Candidates must be authorized to work in the United States.

The Business Support Analyst delivers end-to-end administrative and operational support to Private Bankers, Investment Advisors, and Wealth Advisory partners, owning responsibilities from preparing audit letters and visa documentation to managing AIP vendor records and account closures. Working within a cross-functional team that spans Operations, Technology, Finance, and external suppliers, this role ensures adherence to banking policies and regulatory requirements, including anti-money laundering and data protection standards.

Key Responsibilities

• Prepare visa letters for employee travel as required.
• Maintain the gift and entertainment master file.
• Prepare audit letters and reference letters for clients.
• Set up IT systems and request applications for new joiners.
• Process business card requests for employees.
• Create vendor records in the AIP system.
• Process payments and account closures.
• Identify opportunities for service improvement and lead service improvement plans.
• Capture and interpret feedback from clients and bankers to support delivery of improvement initiatives.
• Work with bankers, legal, and risk teams to ensure adherence to internal and international banking policies and regulatory requirements.
• Adhere to legal and regulatory standards, including customer acceptance, data protection, cross-border policy, anti-money laundering, know your customer, financial crimes, prohibitions, and sanctions.

Required Qualifications

• Degree-level education or above.
• Previous banking experience at senior support level.
• Understanding of wealth organisation structure and key service providers.
• Excellent understanding of private banking operational processes, procedures, tools, and practices.
• Knowledge of Avaloq is desirable.
• Strong proficiency in Microsoft Word, Excel, and PowerPoint.
• Ability to build effective cross-functional relationships.
• Exceptional written, verbal, and in-person communication and relationship skills, including clear writing and presentation skills.
• Ability to multi-task, plan, organise work, and establish priorities.
• Ability to adapt quickly with a proactive, can-do attitude.
• Ability to foresee and solve problems using a rational approach, with strong ownership of outcomes.

Embedded within QBE's Auspac Finance teams, the Business Support Senior Analyst delivers subject matter expertise and technical design support for existing finance applications across monthly, quarterly, and forecasting reporting cycles. Working closely with technology and managed service partners, this role shapes solutions to data quality and performance issues while driving continuous improvement across financial reporting systems.

Core Functions

• Provide technical design, issue management, and subject matter expertise for existing finance applications.
• Support finance teams through monthly, quarterly, budgeting, and forecasting reporting cycles.
• Diagnose data quality and performance issues and develop solutions to resolve them.
• Implement new controls to ensure issues are non-recurring.
• Identify continuous improvement opportunities to automate or uplift existing processes.
• Collaborate with technology and managed service partners to facilitate smooth delivery for finance business stakeholders.
• Analyse functional system change requests and determine, design, develop, and implement solutions as appropriate.
• Support group functions in respect of reporting and projects as required.

Qualifications & Experience

• CA or CPA qualified with post-qualification experience in a major accounting and advisory firm or in general insurance or reinsurance.
• Proven experience managing multiple stakeholders at all levels.
• Proven experience working in a financial services environment to drive system solutions across complex environments.
• Advanced knowledge of Oracle Hyperion products, particularly Essbase, Planning, and OBIEE.
• Strong knowledge of finance reporting processes, systems, data, and master data.
• Strong knowledge of internal controls and compliance.
• High-level technical skills enabling analysis of accounting requirements and their practical application.
• Intermediate Microsoft Office skills, with additional experience in reporting tools such as SQL or SAS being advantageous.
• Excellent stakeholder management, communication, and collaboration skills.
• Self-starter, independent, and able to manage conflicting priorities.

Reporting to regional operations leadership, the Business Support Analyst at Equinix shapes the end-to-end quote-to-cash process by resolving sales escalations, supporting novation management, and driving process improvement initiatives across a global organisation. Partnering with sales, legal, customer success, order management, finance, and IT teams, this role delivers the operational accuracy and cross-functional coordination that enables reliable customer order fulfilment.

Primary Duties

• Support the management and completion of novations to meet customer requirements.
• Support internal order transactions and customer order exceptions.
• Resolve sales escalations, identify root causes, and determine improvement measures.
• Act as subject matter expert in the quote-to-cash process and supporting data and systems.
• Support process improvement and automation project initiatives.
• Work collaboratively across global, regional, and local teams, including sales, legal, customer success, order management, operations, finance, and IT.

Skills & Qualifications

• Experience with end-to-end sales and quote-to-cash business processes in an operational environment.
• Experience working cross-regionally with sales and other cross-functional departments.
• Experience in data centre or telecom industry business operations or sales operations is desirable.
• Understanding of key business and customer drivers.
• Strong analytical skills to resolve issues with business processes, data, and system workflows.
• Excellent Microsoft Office skills, including Word, Excel, and PowerPoint.
• Excellent verbal, written, and presentation communication skills with the ability to interact effectively with stakeholders and managers at all levels.
• Ability to explain complex information simply and clearly.
• Ability to set priorities, create plans, track issues and risks, and deliver on time.
• Ability to work in a fast-paced environment and remain focused under pressure.

Sitting at the intersection of project management and client services, the FMLA Business Support Analyst supports the FMLA Accounts Services team through implementation, eligibility file management, and customer engagement to ensure seamless service delivery for new and existing clients. Operating across internal teams including IT, account managers, and implementation groups, this role reports directly to the Manager of FMLA Reporting and Data Analytics and enables timely, high-quality outcomes for programme participants.

Duties

• Support the FMLA Accounts Services department with implementation, eligibility files, and historical data files.
• Engage regularly with customers, implementation teams, and account managers to make programme recommendations.
• Provide client support for new business and upsell opportunities.
• Work in partnership with IT to ensure a smooth process for customer eligibility files and FMLA historical data files.
• Assist in developing training materials, including regular updates on system changes.
• Implement and execute product and process improvement projects with specific deadlines.
• Work collaboratively with cross-functional teams to ensure timely delivery of projects.
• Handle complex inquiries from customers and internal team members to reconcile inconsistencies and procedural difficulties.
• Support the FMLA Accounts Services team with customer-specific projects.

Experience & Qualifications

• Bachelor's degree required.
• Master's degree preferred.
• 3+ years of experience in project management.
• Experience with disability and absence management technical products.
• Intermediate proficiency in Microsoft Excel preferred.
• Superior communication and critical thinking skills.
• Excellent time management and organisational skills.
• Ability to work independently with minimal supervision to meet project deadlines.
• Strong attention to detail and customer service orientation.
• Ability to travel as needed and work on-site as required.

A key member of the DTC operations team, the Business Support Analyst leads deployment, UAT, maintenance, and support for DTC systems including Salesforce, QQ BOLT, Ring Central, and H2O, serving as the in-house Salesforce expert for troubleshooting, testing, and user training. Collaborating across training, operations, and frontline production teams, this role enforces formal procedures and builds sustainable system support processes that improve customer return on investment.

Functions

• Coordinate with training teams on updated system enhancements.
• Provide triage, floor support, and escalation management for production users.
• Create and maintain a backlog of tickets for Salesforce for future prioritisation.
• Improve customer support by demonstrating greater return on investment.
• Enforce formal procedures for consistency and increased productivity.
• Support day-to-day operational and tactical activities for the assigned department.

Position Requirements

• Bachelor's degree in computer science, engineering, or a related field preferred.
• 1+ years of technical support experience.
• Knowledge of Salesforce preferred.
• Knowledge of Windows Active Directory infrastructure and networking.
• Knowledge of support and troubleshooting in Microsoft Windows and Microsoft Office environments.
• Basic proficiency in PowerPoint and Excel.
• Excellent interpersonal, oral, and written communication skills.
• Ability to multi-task, prioritise, and manage time effectively.
• Ability to work autonomously under minimal supervision.

Efficient IT service delivery depends on the Business Support Analyst, who owns the full incident lifecycle from logging and categorisation through resolution within agreed SLAs, while proactively identifying and resolving potential issues before they affect business users. Based within an insurance or financial services environment, this role builds relationships with business users to ensure applications are understood and supported in alignment with established incident management processes.

Accountabilities

• Provide day-to-day IT business support and progress reports to internal clients on business applications and technical issues.
• Follow the established incident management process.
• Log all incoming incidents and requests in the incident management system and ensure quality of input.
• Categorise all incoming incidents by priority and severity based on predefined criteria.
• Resolve and close incidents within the agreed SLA.
• Understand how the business uses applications and support users accordingly.
• Build and maintain good relationships with business users.
• Proactively identify potential issues and resolve them before business impact occurs.
• Provide clear and precise analysis of incidents.

Background & Experience

• Minimum 3–5 years of experience in insurance or another financial company in a similar position.
• Sound technical understanding of the IT landscape, related technical skills, and business applications.
• Knowledge of SQL is an asset.
• Fluency in written and spoken English.
• French, German, and Luxembourgish are also an asset.
• Strong team player with the ability to interpret complex business cases.
• Excellent written and oral communication skills.
• Customer-oriented with the ability to manage multiple tasks and priorities.

As the Business Support Senior Analyst, this role leads non-IT business problem analysis and requirements development to identify and document process improvement opportunities for a growing medical company in New Jersey. The IS team relies on this work to build a shared understanding between process owners and solution developers, supported by ROI frameworks and clearly articulated alternative solutions.

Job Functions

• Analyse non-IT business problems and articulate requirements to support process improvement opportunities.
• Create a framework for assessing financial payback.
• Identify alternative solutions and make recommendations.
• Prepare documentation of current and desired state.
• Develop requirements and build a common understanding between process owners and solution developers.

Professional Experience

• Bachelor's degree in a related field.
• 3+ years of business support experience.
• Experience preparing ROI statements for proposed investments.
• Solid problem-solving and time management skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and great interpersonal skills.

Business Support Analyst builds and maintains training and troubleshooting content, delivers solution user administration across agile squads, and supports country roll-outs and hypercare for a global digital marketing platform. Success in the position means cross-functional collaboration with agile teams, affiliate stakeholders, and integration partners is seamless, and on-demand service activities across Adobe Targeting, Marketo, OneTrust, and Google Search Console are executed with precision.

What You'll Do

• Assess, dispatch, and track support requests and issues escalated by users, including tool handling, business logic, workflow issues, and content availability and consistency issues.
• Maintain up-to-date training and troubleshooting content for internal and external use.
• Provide training and administration to solution users and authors.
• Participate in UATs, play an active role during hypercare, and lead communication with stakeholders.
• Support country roll-out activities and user check-in training sessions.
• Collaborate with agile squads and support analysts on system integration issues and document all possible issue scenarios.
• Perform on-demand service activities, including asset creation, activation, and maintenance for affiliates, such as Adobe Targeting, Marketo Form, OneTrust Cookie Banner, and Google Search Console.

Minimum Qualifications

• University or college education in business, business informatics, engineering, or a comparable discipline.
• Experience using IT service management ticketing systems such as ServiceNow and centralised documentation repositories such as Confluence.
• Experience working in an agile environment with a good understanding of agile methodology.
• Familiarity with content management concepts, metadata, and workflows, with mid-level marketing knowledge, especially in web design and content management systems such as Adobe Experience Manager.
• Good understanding of IT solution components, their logical interactions, and data flows.
• Proficiency in gSuite collaboration tools, including Gmail, Google Sheets, Google Docs, and Google Meet.
• Mid-to-advanced skills in train-the-trainer delivery for solution users across affiliate and business areas.
• Analytical mindset with an outstanding ability to collect and synthesise large amounts of data into a concise, straightforward format.
• Good interpersonal, facilitation, training, and presentation skills.

The Business Support Analyst owns reconciliation and financial reporting for arts, entertainment, and floral operations, producing profit and loss statements, managing vendor files, and supporting accounts receivable to maintain optimal profit margins across legacy events. Reporting to the Director of Retail and Guest Experience, this role works within a hospitality environment where administrative accuracy and professional service delivery directly support group account management and third-party contract compliance.

Key Responsibilities

• Produce profit and loss statements by group and for legacy events to ensure optimal profit margins.
• Reconcile corporate purchasing cards for arts and entertainment.
• Post arts and entertainment and floral billing to group accounts.
• Support accounts receivable for arts and entertainment and floral billings.
• Support the director of retail and guest experience with all legacy events.
• Assist with the reconciliation of invoices with the payables team.
• Maintain vendor files and work with vendors to obtain invoices, certificates of insurance, and any other required documentation.
• Follow departmental policies and procedures.
• Consistently deliver professional, friendly, and engaging service.

Education & Experience

• University or college degree in a related discipline is an asset.
• Previous office administration or accounting experience; hospitality background preferred.
• Computer literacy in Microsoft Windows applications, Birchstreet, and eDestin, or relevant computer applications.
• Excellent communication and organisational skills.
• Strong interpersonal and problem-solving abilities.
• Highly responsible, reliable, and able to work cohesively as part of a team.
• Ability to focus attention on guest needs while remaining calm and courteous at all times.

Embedded within large-scale financial services programmes, the Business Support Analyst delivers requirements documentation, stakeholder reporting, and cross-workstream coordination to support the definition and deployment of new business propositions. Working closely with senior stakeholders across product, finance, back-office operations, and strategy functions, this role shapes programme governance and ensures risks, issues, and progress are escalated and resolved with precision.

Core Functions

• Accurately and efficiently document business requirements and user stories.
• Take ownership of problems and see them through to resolution.
• Develop a deep understanding of the business and actively contribute to the definition of new propositions.
• Work with key stakeholders across the organisation to understand requirements, analyse the current state, and define and support deployment of the future state.
• Ensure programme progress, risks, and issues are reported, documented, and escalated through appropriate governance channels.
• Actively support progress across workstreams including product and proposition, finance, back-office operations, business readiness, and strategy.
• Draft reports and presentations for updates and sign-offs.
• Actively track activities through to completion.

Qualifications & Experience

• Degree-level education in a relevant discipline.
• Proven experience working on large-scale programmes within financial services.
• Experience understanding and translating complex business requirements.
• Knowledge of agile ways of working is preferable.
• Demonstrable experience in problem management and resolution, with a track record of being a resilient self-starter.
• Collaborative analyst with demonstrable experience engaging with business teams to drive change.
• Exceptional networking and senior stakeholder management skills.
• Ability to challenge senior stakeholders across multiple functions.
• Excellent analytical and communication skills, both verbal and written.
• Comfortable working with ambiguity and in environments where priorities change constantly.
• Able to adapt and reprioritise quickly to manage emerging risks.
• Able to work with a high degree of independence and exercise good judgement.

Reporting to the data operations team, the Business Support Analyst refines the data warehouse through SQL scripting, targeted campaign data extraction, and customer inquiry resolution, ensuring clients maximise value from their data and available marketing tools. Partnering with email service provider teams and internal stakeholders, this role supports business intelligence outputs and campaign management processes that depend on accurate, well-handled data.

Primary Duties

• Run SQL scripts to deploy internal products and make changes to databases.
• Write SQL scripts to produce counts and extract data for targeted campaigns and business intelligence.
• Develop an in-depth understanding of the data warehouse.
• Handle customer inquiries regarding their data and marketing campaigns.
• Ensure customers get the most out of their data and available tools by applying knowledge of best practices.
• Help manage the issue tracking system.
• Work within email service provider applications.

Technical Qualifications

• Degree in science, technology, engineering, or mathematics.
• Knowledge of data analysis, handling, and manipulation of large datasets.
• Familiarity with marketing and campaign management, including web design and content management systems.
• Proficiency in SQL and understanding of relational databases.
• Skills in HTML, Python, R, or design are a plus.
• Proficiency in English, both oral and written; Dutch, Spanish, German, or French is a plus.
• Proactive and flexible self-starter who is not averse to ad hoc activities.
• Personable, enthusiastic, service-oriented, and comfortable working independently.

Sitting at the intersection of sales operations and data governance, the Business Support Analyst leads customer-level data auditing, contract pricing tracking, and MAP check preparation to maintain accuracy across hierarchies, subscription tiers, and brand classifications for a complex customer base. Operating across sales, operations, and cross-departmental teams, this role builds new process documentation, trains incoming staff, and ensures that customer programme data and deviation workflows are current, well-governed, and continuously improved.

Accountabilities

• Continuously audit customer-level information to maintain accuracy, including hierarchies, subscription tiers, brand and group classifications, and exclusions.
• Support the deviation and contracts team by tracking contract pricing requests and improving the overall process.
• Assist with preparation and auditing for quarterly MAP check runs.
• Communicate and follow up with sales teams on information regarding their managed accounts.
• Collaborate on the development of new processes using available technology and systems to improve team operations.
• Monitor and respond to customer-specific programme and data questions relating to operations.
• Escalate issues to management and relevant business units as needed.
• Create and maintain standard operating procedures and flow charts to ensure processes are documented and current.
• Assist in training new staff members across various departments.

Skills & Qualifications

• 4-year bachelor's degree required.
• 2+ years of industry or related work experience.
• Salesforce experience preferred.
• Advanced Excel skills.
• Extreme attention to detail with the ability to maintain organisation across large sets of customer data.
• High level of prioritisation with the ability to thrive in a fast-paced environment.
• Strong communication skills with the ability to effectively summarise large projects across various teams.
• Collaborative team player who contributes to overall team success.