Business Operations Support Analysts provide front-line support to bankers, assisting with daily tasks and processes across the global organization. The role delivers regional coverage during business hours to ensure continuity of service.
The role focuses on supporting core Global Advisory business processes and the applications that enable them, including Client Lifecycle Management (CLM), DealCloud, Microsoft Office, and other key platforms. It acts as the first point of contact for process and application queries, handling request triage, resolving user, workflow, and data issues, and escalating system incidents through established ticketing and support channels.
In addition to reactive support, the role serves as a subject matter resource, providing guidance on processes, workflows, and best practices to help users complete tasks effectively and consistently.
The role also drives user enablement through onboarding support, ad hoc training, access troubleshooting, and knowledge sharing. It identifies recurring issues and process gaps, working with relevant teams to improve documentation, training, and overall service delivery.
This position is critical to maintaining service continuity, reducing operational risk, and enhancing user experience across regions.
Key Responsibilities
Regional Application Support
- Act as the primary point of contact for Global Advisory during regional business hours, engaging Global Advisory colleagues on a face-to-face basis or through communication mediums such as, telephone, MS Teams or email.
- Monitor the support mailbox and ServiceNow queue, respond to user queries, and aim for same day resolution wherever possible.
- Work with global colleagues on the communication and adoption of process and application changes as well as supporting the team generally during global issues and problems
Process Workflow & User Enablement
- Provide operational support for DealCloud and other GA applications by guiding users through core workflows, resolving workflow and data issues, ensuring accurate data updates.
- Provide ad-hoc user training, onboarding support, and targeted guidance based on recurring issues.
- Identify trends that indicate training, documentation, or process improvement opportunities and feed these back to the wider team.
Triage, Resolution & Escalation
- Assess incoming requests to distinguish between user/process issues and genuine system incidents.
- Perform Level 1 triage, applying known fixes and workarounds before escalation.
- Log Incident Management system tickets (ServiceNow) to a high standard, including clear impact, supporting evidence, reproduction steps, and an initial severity to enable effective handover to central teams.
- Escalate issues promptly when required, following defined regional and out of hours escalation paths.
Cross-Application & Operational Support
- Support all business applications as they are onboarded (e.g., Rogo and future platforms), applying consistent intake, triage, and ownership principles.
- Participate in incident post-mortems where appropriate, contributing to root cause analysis and improvement actions.
- Maintain accurate records of all activity and prepare clear handovers so work continues smoothly across time zones.
- Adhere to information security requirements in a regulated financial environment, ensuring compliance with access controls, data governance, and change management at all times.
Experience, Skills and Competencies
- 1–3 years’ experience in application or business systems support, service desk, or operational support roles, ideally within CRM or workflow platforms.
- Computing (degree level or equivalent professional experience)
- Hands-on experience working with service ticketing / ITSM systems (ServiceNow preferred), including logging, prioritizing, escalating, and documenting issues.
- Experience supporting users in process driven or regulated environments, where accuracy, data quality, and adherence to controls are important.
- Familiarity with the execution of business processes (e.g. approvals, data entry, and reporting) within enterprise applications.
- Ability to work independently and apply sound judgement during regional coverage hours, particularly when other teams are offline.
- Clear, professional written and verbal communication skills, with the ability to communicate effectively with users in the language of the local region.
- Strong analytical and problem-solving skills, with the ability to diagnose issues related to workflows, data, permissions, and system behavior.
- Demonstrate strong written and verbal communication skills in a professional context, enabling effective collaboration with users and colleagues across Global Advisory offices globally.
Desirable Skills
- Exposure to CRM or CLM platforms such as DealCloud, Microsoft Dynamics, Salesforce, or similar tools.
- Experience supporting applications used in financial services, banking, capital markets, or advisory environments.
- Prior exposure to follow-the-sun or global support models.
- Experience producing basic reports, process diagrams, or operational documentation using tools such as Excel, Power BI, Visio, or similar.
- Familiarity with Microsoft 365, cloud, integration, or AI platforms (e.g. Azure, AWS) is a plus.
- AI products such as Rogo.ai would be of benefit
Personal Attributes
- Ability to multitask and work effectively in a fast paced, dynamic environment.
- Strong sense of ownership and accountability for issues from intake through resolution.
- Excellent communication and interpersonal skills, with the ability to engage professionally with stakeholders at all levels in demanding situations while maintaining process discipline and service standards.
- Strong team player with a collaborative mindset, comfortable working across regions and time zones.
- Proactive, self-starting, and eager to learn as systems and responsibilities evolve.
