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Job description

    Company Info

    We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that's thanks to the talented and dedicated people who work with us. For us, 'social responsibility' is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you'll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.

    Department Info

    LGIM manages fixed income, equity, multi-asset, liability-driven investment, property and alternative solutions on behalf of its clients. Located across the globe, our clients include institutional pension funds, financial institutions, local authorities and sovereign wealth funds. In order to meet the complex and evolving investment needs of our clients, we focus on remaining at the forefront of investment product innovation and maintaining our reputation as experts across all asset classes.

    We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender identity or age.

    Job Duties

    LGIM is seeking to fill a Service Analyst position within the LGIM Retail Technology Support Team. This team is responsible for the BAU support and maintenance of business systems, and the delivery of small change, in support of specific business strategies.

    As a Service Analyst, you will be responsible for providing support services, as directed by the Support Services Manager, and the delivery of 'requests for change', appropriate to your level of experience and ability.

    We are looking for somebody that:
    • Has significant experience of providing support to business users in line with industry best practice, acting as an interface between users and IT service providers;
    • Has specialised knowledge of ITIL Service Management and working experience of ITIL request fulfilment, access management, incident management, problem management and event management processes;
    • Is able to keep clam during high pressured situations;
    • Has a keen eye for detail and consistently delivers high quality services;
    • Relishes the opportunity to investigate how our systems and processes work;
    • Thrives on the chance to identify, then implement system and process improvements;
    • Has experience of working in Financial Services, with a particular focus on Retail Investments & Workplace Pensions;
    • Embraces Agile delivery, Lean methodology and a DevOps culture.

    In return, we will offer great training and development opportunities within the Service Management discipline.

    As a Service Analyst, you will be responsible for providing a variety of support & delivery activities in-line with the services we provide, with a focus on analysing how the systems and processes work, as well as providing testing and technical assistance.

    You will ensure that service delivery is consistent with business needs and user requirements.

    You will be responsible for providing 1st line support of incidents and problems relating to a number of our business critical applications.

    You will be a champion of Continual Service Improvement, proactively striving to improve the services we provide.

    With a challenging Work Programme, you will be assigned to one or more initiatives, liaising with third parties as well as all areas within LGIM and the wider L&G Group.

    You will be engaged at all stages of the project & service lifecycle, with the opportunity to see process/system changes right the way through from define to early life support.

    You will be comfortable in building good working relationships with key stakeholders, and be readily able to understand and relay technical jargon into meaningful communications - to ensure a common understanding amongst both business colleagues and technical areas.

    Skills Required

    • Thoroughly analyse information/data in order to demonstrate a clear understanding of the issue at hand and to find an appropriate solution, meeting both individual and business needs
    • Constructively challenge, using strong questioning and playback techniques to ensure requirements and discussion points are fully understood before documenting a response
    • React positively & quickly to new challenges and work at pace
    • Take ownership when issues are foreseen and initiate action to resolve or mitigate, ensuring visibility by the appropriate level of management
    • Take responsibility for your own behaviour in order to positively influence the team's growth and its working relationships
    • Ability to learn quickly and provide innovative ways of how we could improve
    • Provide flexible support to cover shifts/production incidents/project initiatives

    Knowledge and experience of the following:
    • Experience of working in a Service Support role
    • An appreciation of the Retail Investments & Workplace Pensions Industry and the regulatory framework we work within
    • Understanding of IT Service Management in an outsourced environment
    • Direct involvement of managing supplier relationships
    • Holds ITIL Service Management qualifications (or equivalent)
    • Recognition of business IT requirements and implications/impact of service incidents


    Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days' holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

    For more information, please contact Rachel Chima, Resourcing Consultant - rachel.chima@landg.com .

Job Sector
Strategy & Consultancy
Job Position
Business Analyst
Cardiff, UK Show on map
Post date
Closing date

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