Intermediate Business Application Support Analyst

Business Application Operations Support (BAOS)

Business Application Operations Support (BAOS) is a team within GTS Global Systems Support with knowledge of business functions and applications. The BAOS team partners with internal clients, external application vendors and GTS team members across the world to provide business requirements definition, software quality assurance and on-going maintenance of global applications that are used to support the business needs of Aegon.

Responsibilities

Business Analysis

• Define and document business requirements related to system functionality, performance, security, internal controls, application support, and operational processes.
• Document current-state and future-state processes for gap analysis, process improvement opportunities, automation opportunities, and training purposes; obtain approvals from business sponsors.
• Partner with stakeholders to translate business needs into technical requirements and collaborate with architects and technology teams to deliver solutions.
• Communicate effectively with business stakeholders, vendors, application support teams, and technology teams to ensure successful delivery of business requirements.
• Participate in technology evaluations, feasibility studies, impact assessments, and vendor selection activities.
• Maintain relationships with application vendors, managed service providers, and internal technology partners to support implementation and ongoing operations.
• Complete business intakes (project requests) and support the prioritization of application enhancements and operational needs.
• Serve as a liaison between business units, Enterprise Technology teams, vendors, and support organizations.

Quality Assurance

• Prepare test cases based on business requirements, application design, and expected outcomes.
• Execute and coordinate functional testing, regression testing, and user acceptance testing activities.
• Track defects, issues, and remediation activities through resolution.
• Ensure quality standards, acceptance criteria, and documentation requirements are met.
• Track and report Service Level Objectives (SLOs) and support continuous service improvement initiatives.

Operational Support

• Support business-critical applications within Legal, Privacy, Compliance, and Corporate Systems domains.
• Prepare application administration documentation, user guides, knowledge articles, and training materials.
• Assist with incident management, problem management, root cause analysis, and issue resolution activities.
• Utilize change management processes to ensure application changes, upgrades, and enhancements are properly authorized, tested, approved, and implemented.
• Serve as a primary point of contact with vendors and customers to coordinate releases, upgrades, updates, and application changes.
• Ensure application monitoring, vulnerability remediation activities, and operational controls are reviewed and maintained.
• Support security, compliance, access management, single sign-on (SSO), and related governance processes.
• Coordinate application maintenance activities, including patching, job scheduling, release management, and operational readiness activities.
• Identify opportunities to improve operational processes through automation, AI-enabled solutions, and continuous improvement initiatives.

Project Management

• Participate in or lead project initiation processes related to a project charter and work breakdown structure.
• Deliver the intended BAOS responsibilities on time and within budget.
• Participate in or lead project closure processes.
• Manage time to designated budget; record time to project work appropriately.
• Support Agile delivery processes and participate in Agile ceremonies when applicable.

Qualifications

• Bachelor's degree in a related field or equivalent knowledge and a minimum related work experience of 2-4 years in the areas listed below.
• Moderate developed skill in business requirements gathering and documenting.
• Moderate developed skill in quality assurance and testing methodologies.
• Moderate developed skill in creating application administrator guides and user documentation.
• Moderate developed understanding of application security and related compliance processes.
• Moderate developed business process analysis/mapping skills.
• Minimal to moderate level of experience working with Service Level Objectives (SLO) management and reporting.
• Moderate level of ability estimating and budgeting for IT services.
• Moderate level of knowledge of standard SDLC methodologies.
• Well-developed ability to work and adapt effectively to all levels within and outside the organization; social interaction demands understanding and respect in political/corporate setting.
• Well-developed level communication skills (written, verbal, listening).
• Moderate developed abilities to work on strategic, tactical and operational levels.
• Moderate developed skills in root cause analysis.
• Moderate awareness of cultural differences working within a global company.
• Well-developed ability to accept and embrace change, and manage through ambiguous situations.
• Well-developed ability to work effectively in team environment or independently.
• Demonstrates high work ethics, such as being proactive, accountable and responsible.
• Moderate experience with MS Office products (Word, Excel, Visio, & PowerPoint) as well as SharePoint.
• Awareness of ITIL and project management methodologies.

Preferred Qualifications

• Financial Services and Insurance industry experience.
• Experience supporting enterprise business applications in a production environment.
• Experience supporting Legal, Privacy, Compliance, Governance, Risk, or Regulatory technology applications.
• Experience with ServiceNow, including Incident, Change, Problem, Request, or CMDB processes.
• Experience with Jira for Agile delivery, requirements management, and workflow tracking.
• Experience working in Agile or Scrum environments.
• Experience coordinating with third-party vendors, managed service providers, or offshore support teams.
• Experience with user access management, Single Sign-On (SSO), and Active Directory group administration.
• Experience supporting application implementations, upgrades, migrations, or operational transitions.
• Experience leveraging AI tools, automation technologies, or digital transformation initiatives to improve operational efficiency.
• Experience working with geographically dispersed or global teams.
• Microsoft certifications (Azure, Microsoft 365, Security, Power Platform, or related certifications).
• ServiceNow certification preferred.
• ITIL Foundation certification preferred.
• Agile, Scrum, or SAFe certification preferred.

Working Conditions

• Hybrid-Office environment (Tuesdays, Wednesdays, Thursdays)
• Occasional travel (<10%)

Compensation

The Salary for this position generally ranges between $59K - $75K. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company's discretion.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

This is a hybrid position requiring three days in office per week in one of our hub locations (Philadelphia, PA; Cedar Rapids, IA; Denver, CO). Relocation assistance will not be provided for this position.

About the Function

Enterprise Technology is a global Aegon/Transamerica organization that enables the business to move quickly and deliver the best possible outcomes for clients, while keeping their information safe and secure.

With more than 1,000 employees across the UK, US, Netherlands, Hungary, Spain, and Hong Kong, Enterprise Technology is a diverse, global team. Our experts work across areas such as application development, information security, infrastructure, data & analytics, risk & controls, program management, and architecture. We offer a wide range of career opportunities and are committed to supporting employee development.

Curiosity is the quality we value most. Much of our work involves solving complex problems, applying knowledge in new ways, and continuously improving how we operate. As technology evolves rapidly, we look for inquisitive people who are confident challenging the status quo and helping us drive change.

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