Intermediate Business Application Support Analyst

Job Family

IT - Business Analysis

Job Description Summary

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.

Job Description

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%)

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation in order to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

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.

 

What We Offer  

 

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees. 

 

Compensation 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

 

Health and Work/Life Balance Benefits 

• 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

 

Inclusion & Diversity  

  

We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women. 

  

To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all. 

   

Giving Back  

  

We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.     

  

Transamerica’s Parent Company  

 

Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has  grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.   

* As of December 31, 2023