Intermediate Business Application Support Analyst

Transamerica • Cedar Rapids, IA

2d • $59,000 - $75,000 • Hybrid

About The Position

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.

Requirements

• 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 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Benefits

• Competitive Pay
• Bonus for Eligible Employees
• Benefits Package
• Pension Plan
• 401k Match
• Employee Stock Purchase Plan
• Tuition Reimbursement
• Disability Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employee Discounts
• Career Training & Development Opportunities
• Paid Time Off starting at 160 hours annually for employees in their first year of service.
• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
• Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
• Adoption Assistance
• Employee Assistance Program
• Back-Up Care Program
• PTO for Volunteer Hours
• Employee Matching Gifts Program
• Employee Resource Groups
• Inclusion and Diversity Programs
• Employee Recognition Program
• Referral Bonus Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree