Business System Support Analyst

One of the key systems that we use in M&G Operations is the policy admin system Sonata. The analyst plays a key role in supporting Sonata systems and processes by managing daily operational tasks, resolving incidents, and ensuring smooth execution of BAU activities. This role works closely with IT, Operations, and other business teams to maintain service quality and deliver timely resolutions. This is not just for our Retirement Account pension, but also for our International Portfolio Bond and potential new products in development. As such the role is pivotal in supporting operations in delivering for our customers efficiently and effectively, and managing issues when they do arise.

Main Responsibilities:

• Daily Operational Tasks

- Complete daily failure tasks, including SLOG checks, PBRs, and basic Salesforce error handling.

- Monitor and manage the team mailbox, responding to requests and escalations promptly.

• Incident & Defect Management

- Action ServiceNow tickets assigned to the team for defects and errors.

- Escalate complex issues to senior team members or Lead Analyst as required.

• Testing & Release Support

- Support release regression testing to ensure system stability post-deployment at weekends.

- Validate fixes for reported issues and confirm successful resolution.

• Controls & Reporting

- Ensure all controls and scans are completed on time.

- Use available data sources (e.g., SLOG reports) to identify, track, and report on impacts.

• Collaboration

- Work with internal teams (IT, Operations, Distribution) to understand issues and support effective workarounds.

- Contribute to knowledge sharing within the team

Purpose statements:

• To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment and customers outcomes

• To resolve daily system issues for all users of Sonata and triage Operational queries on Salesforce and Pru Adviser as raised through the Service Now helpdesk

• To conduct business analysis to identify solutions, interfacing with IT Support where required

• Complete demand analysis to identify route cause, taking steps to educate and take the right corrective action to address failure demand

• Sharing knowledge, providing guidance and advice in the optimum use of the Sonata system

• Undertaking regression testing to support new releases at weekends

Experience statements:

• Experience of system problem analysis and tools, methods/ techniques for resolving issues

• Significant experience of systems used to administer Retirement Account

• Experience of communicating and effectively across a range of internal and external stakeholders

Personal attribute/skills:

• Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs

• Demonstrates learning agility – adapts behaviour in response to new information or changes, demonstrates flexibility, swiftly mobilises to meet changing demands

• Clear Communication Skills – a natural ability to explain complex information clearly and simply using excellent written and oral communication

• Excellent computer skills (MS office)

• Strong attention to detail, able to probe and test to understand and resolve needs

• Approachable and effective at building strong team relationships

• Positive attitude and setting a good example to the team

• Drive to achieve results – positive attitude

• Self-learner – proactively use the tools provided to improve knowledge and search for information

• Critical thinking and strong problem-solving abilities

Location: Kildean, Stirling

Work Level: Colleague

Recruiter: Amy Curtis

Closing Date: 12th March 2026