Business System Support Analyst

The Role:  M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book).  M&G Life now covers over 5 million customers with more than £300 Bn invested across all of its products and wrappers and has an ambitious growth plan for 2025 and beyond. M&G Life operations work with a number of partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in-house operation.  M&G Life also has international presence with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets. 

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. 

• 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 

 Skills & Experience Requirements: 

• Experience in an operational or systems support role within financial services or similar regulated environment. 

• Familiarity with incident and defect management processes (e.g., using ServiceNow or similar tools). 

• Basic understanding of Sonata or willingness to learn, and familiarity with/willingness to learn closely integrated systems such as Salesforce 

• Strong attention to detail and ability to follow structured processes. 

• Good communication skills for liaising with stakeholders and documenting issues. 

Desirable: 

• Exposure to release management and regression testing. 

• Knowledge of policy administration systems (e.g., Sonata) or CRM platforms. 

• Ability to analyze data and interpret reports (e.g., SLOG, control scans). 

• ITIL Foundation or similar certification. 

Key Attributes 

• Proactive and organized with strong problem-solving skills. 

• Comfortable working in a fast-paced environment with multiple priorities. 

• Team player with a collaborative mindset.