Business System Analyst

Role Summary

As part of a small team of consultants and project managers, the Business Systems Analyst will understand requirements, map processes and assess how best to deliver these through either our existing products and services or developing new solutions. This could be through a variety of software solutions (both standard, core products and bespoke, innovative solution designs) and providing customer consultancy and support, ensuring processes and documentation are updated and fit for purpose. In addition, the Business Systems Analyst will deliver training, both internally and externally. Heywood is a fast-paced environment producing new software modules on an ongoing basis. The Business Systems Analyst will be involved helping shape and test these products, ensuring they meet specific requirements.

Key Role Responsibilities

Process Mapping

• Review processes and procedures both independently and/or alongside customers. These processes could incorporate various aspects of pensions administration including workflow, documentation or reporting.
• Propose enhancements or new processes that help our customers to deliver efficient and effective pensions administration to its members as well as streamline their procedures.
• Where possible, advise on key integrations that could be achieved between the core admin system and other Heywood modules (thereby upselling products not yet contracted and contributing towards overall revenue/sales)
• Analyse internal processes and recommend changes to processes or implementation strategies.

Requirement gathering

• Gather and analyse customer requirements through workshops and meetings; either virtually or via onsite visits (where necessary).
• Produce proposals for customers, keeping documentation up to date and in line with changing project requirements
• Create and review estimates for proposals using Heywood’s estimating templates and change request procedures

Implementation

• Plan and schedule work for signed off change requests, managing to resource and prioritise workloads accordingly
• Implement off-the-shelf or new, bespoke solutions for customers
• Implement process improvements and advise customers on best practices for using our software

Training

• Produce training material in the form of documentation, video recordings and online quizzes/tutorials
• Deliver training to customers, both remotely and onsite
• Identify new training opportunities and turn these into revenue generation
• Train customers in how to manage system roles, permissions and how to create their own bespoke user views within the core system

Deliver software support

• Assist the Service Desk team with investigating and resolving customer incidents
• Upskill service desk workers in any new solutions or solution enhancements
• Provide feedback to Service Desk to ensure knowledge is shared
• Continuously update Heywood’s internal knowledge base with implementation guides on updated software/enhancements

Processes and Procedures

• Produce process and procedure documentation for new product modules
• Maintain process documentation on Confluence
• Participate in Quality Audits as requested

Testing

• Produce test plans, matrices and scripts where necessary
• Assist with Release Readiness tasks for new product releases
• Assist developers and QA testers where necessary if systems knowledge is required to aid in solution design/testing

Presenting

• Assisting Product Owners in presenting solution demonstrations at customers user groups
• Presenting demonstrations on general release webinars or testing working party kick-offs
• Assisting CRMs with ad-hoc demonstrations of solutions or overall modules to upsell products and aid revenue generation

Technical Analysis

• Identify areas for bespoke SQL scripting or BIRT database reporting
• Become an expert in the core pension admin system, assimilating information surrounding core daily processes such workflow, document generation and calculation processing
• Identify key areas for automation and integration across all Heywood solutions, either promoting and designing new solutions personally or recommending and liaising with colleagues who can design them
• Understand how frontend and backend programming contribute towards the overall design and functionality of Heywood solutions
• Utilise and recommend other software where necessary, such as insights visualisers or analytics tool

Gallagher's HR & Organizational effectiveness team provides expert guidance and hands-on support in HR, Recruiting, and Payroll to help organizations stay focused on achieving their strategic business goals.