Senior Problem Analyst

Management Level

EQ Retirement Solutions is transforming the retirement and pensions markets with leading administration and technology solutions. With over 1200 employees globally, 189 years of knowledge and 11 million pension scheme members and policyholders, we are here to help people plan for a confident financial future by delivering innovative, reliable and customer-focused retirement services. Our teams are driven by a shared commitment to excellence, collaboration and making a real impact to the lives of our clients and customers.

Role Summary

The Senior Problem Analyst is a core member of the Retirement Solutions team (EQRS). Your focus will be to provide first-class, professional and responsive first, second and third-line support to clients using the EQ Administrator pension administration systems.

We work with a range of high-profile clients who use our software to provide pension administration services to thousands of policyholders and scheme members. We provide the product, technical and business knowledge to support our clients’ BAU, managing incidents and change and day-to-day service delivery. The work is varied; challenging and often time-critical, we deliver resolutions to clients through expertise, communication and teamwork.

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

• Record, investigate, analyse, triage and allocate (if required) incidents and service requests to the appropriate teams, and liaise with those teams where necessary.
• Provide guidance to clients on checks (data gathering), tests and documentation to help progress the analysis and resolution of incidents.
• Lead the delivery of software fixes, from initial analysis and investigation through to implementation of a resolution, client handover/training and post-delivery support where required.
• Deliver value to clients by providing software-based fixes or workarounds. This may include building non-core script-based solutions or advising use of core configurable functionality.
• Manage and progress critical incidents, engaging with client, product, development and/or infrastructure teams as required. Ensure appropriate and timely communication is distributed to all parties.
• Ensure that SLA targets and standards are met for all incidents and service requests as defined in clients' contractual Service Level Agreements.
• Prepare incident reports (including RCAs) and lead client meetings to review and update outstanding incidents and understand clients' priorities.
• Lead the Problem Review Board, engaging with Product and Development to agree the prioritisation and scheduling of core fixes.
• Collate and curate knowledge base and patch release documentation where appropriate and schedule patch deployments with clients.
• Analyse and understand clients’ problems and opportunities, and design software solutions to meet client needs, making best use of existing code/configuration and adhering to best practice.

The duties and responsibilities outlined above are to be regarded as broad areas of responsibility and do not necessarily detail all tasks which the post holder may be required to perform.

Skills, Capabilities and Attributes

The ideal candidate will have the below skills, capabilities and attributes essential or preferred:

• Prior experience in software service support role, preferably in the pension (DB/DC) or financial sectors.
• Prior experience of process-driven software configuration at UI and database level.
• Ability to work well under pressure and manage challenging situations.
• Advanced technical ability in scripting and data manipulation (prior experience using a query language such as MS SQL or PLSQL).
• Excellent analytical problem-solving and attention to detail.
• Self-motivation and independent approach to work with respect to time management and task prioritisation.
• Collaborative work ethic with internal and client teams.
• Ability to deliver high-quality and audience-appropriate, verbal and written communication to peers and clients.
• Demonstrable knowledge of development practices and Agile methodology.
• Understanding of ITIL methodology.

What We Offer

• Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
• Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.
• Employee discounts – Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
• Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
• Time Off – Typically 29 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
• Winning together – Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.
• Learning & Development – Investment in LinkedIn Learning for all colleagues. 

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.