Specialist Business & Systems Support Analyst - Commercial Lending Technology

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Job Summary

Join the Commercial Lending Technology team within CIB Investment Banking Technology, where you will serve as the critical link between business stakeholders and technology teams responsible for supporting and enhancing Commercial Lending platforms.

This role combines Business Analysis, Systems Analysis, Testing, and Application Support responsibilities. The successful candidate will develop a deep understanding of Commercial Lending products, processes, data, and technology solutions to support business users, investigate production incidents, define requirements, and deliver sustainable technology improvements.

You will work closely with business stakeholders, technology teams, operations teams, and external vendors to ensure technology solutions continue to meet business and operational needs while maintaining platform stability and supporting strategic change initiatives.

Job Description

Key Responsibilities

Business & Stakeholder Engagement

• Build and maintain strong relationships with business stakeholders, technology teams, operations teams, and external vendors.
• Develop a detailed understanding of Commercial Lending products, services, processes, and supporting technologies.
• Facilitate workshops and stakeholder engagements to gather, clarify, and validate business requirements.
• Communicate requirements, risks, dependencies, findings, and solution recommendations effectively.
• Support stakeholders throughout solution design, testing, implementation, and production deployment.
• Act as a trusted point of contact for functional queries relating to Commercial Lending platforms.

Business & Systems Analysis

• Elicit, analyse, and document business, functional, and system requirements.
• Translate business needs into user stories, functional specifications, process models, system requirements, and acceptance criteria.
• Analyse business and system processes to identify risks, inefficiencies, gaps, and opportunities for improvement.
• Document business processes, system interactions, integrations, and data requirements using appropriate analysis techniques and modelling tools.
• Apply UML, BPMN, and other modelling methodologies where appropriate.
• Maintain end-to-end traceability between business requirements, solution designs, test scenarios, and delivered outcomes.
• Manage and prioritise requirements, defects, and enhancement backlogs.
• Assess solution impacts across systems, interfaces, and dependent technologies.

Application Support & Incident Management

• Provide functional and analytical support across the Commercial Lending technology estate.
• Investigate production incidents, business queries, and service requests.
• Perform root cause analysis and coordinate issue resolution with business users, support teams, developers, infrastructure teams, and vendors.
• Analyse system behaviour, interfaces, integrations, and data flows to diagnose issues.
• Track incidents through to resolution and communicate progress to stakeholders.
• Identify recurring issues and support the implementation of preventative improvements.
• Monitor solution stability, resilience, and operational performance.
• Maintain operational procedures, support documentation, and system knowledge repositories.

Solution Design & Delivery

• Collaborate with project teams, DevOps teams, engineers, testers, product owners, and vendors throughout the solution lifecycle.
• Participate in solution design activities and evaluate proposed changes against business requirements.
• Identify cross-platform impacts, dependencies, integration considerations, and associated risks.
• Support backlog refinement, prioritisation, release planning, and delivery activities.
• Facilitate requirement clarification throughout development and testing.
• Evaluate delivered solutions against agreed requirements and acceptance criteria.
• Contribute to business cases and solution options where required.

Testing & Quality Assurance

• Define test requirements, acceptance criteria, and success measures for proposed solutions.
• Prepare test scenarios, test cases, and supporting test data.
• Execute or coordinate functional, integration, regression, and user acceptance testing activities.
• Analyse test results and ensure defects are appropriately documented and resolved.
• Support business users throughout User Acceptance Testing (UAT).
• Validate that delivered solutions meet business and system requirements.
• Contribute to the continuous improvement of testing practices and quality controls.

Knowledge Management & Continuous Improvement

• Develop and maintain specialist knowledge of Commercial Lending products, processes, and technologies.
• Create and maintain documentation relating to system functionality, business processes, integrations, and support procedures.
• Share knowledge and best practices across the team to improve support resilience.
• Participate in peer reviews, collaborative problem-solving, and continuous improvement initiatives.
• Support and mentor less experienced analysts where appropriate.
• Drive effective collaboration across business, technology, and vendor teams.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, or a related field.

Experience & Knowledge

Essential

• 6 - 8 years experience in Business Analysis and Systems Analysis.
• Eliciting, analysing, and documenting detailed business and system requirements.
• Creating user stories, acceptance criteria, process models, and system documentation.
• Supporting business-critical applications and investigating production incidents.
• Participating in solution design, testing, defect management, and user acceptance testing.
• Working within cross-functional technology environments.
• Engaging with business stakeholders, technical teams, and third-party vendors.
• Experience within Commercial Lending, Commercial Property Finance, Corporate Lending, or Business Lending environments.
• Understanding of system integrations, databases, interfaces, and related technology concepts.

Advantageous

• Experience with FIS Commercial Loan Servicing (CLS), formerly ACBS.
• Experience in Corporate & Investment Banking or Commercial Banking environments.
• Knowledge of end-to-end loan origination, servicing, and loan management processes.

Skills & Competencies required

• Strong Business Analysis and Systems Analysis capability.
• Requirements elicitation and requirements engineering expertise.
• Business process and system process modelling.
• Analytical thinking and structured problem solving.
• Application support and incident investigation skills.
• Stakeholder management and relationship-building capability.
• Workshop facilitation and requirements validation.
• Ability to translate complex business needs into clear, actionable requirements.
• Strong verbal and written communication skills.
• Ability to influence and align diverse stakeholder groups.
• High attention to detail and commitment to quality.
• Ability to manage competing priorities in a fast-paced environment.
• Strong collaboration and knowledge-sharing mindset.
• Proficiency in Microsoft Excel, Word, PowerPoint, and Visio.
• Working knowledge of UML and BPMN modelling standards.

Education

Bachelor's Degree: Information Technology