Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.
Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.
Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.
We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.
Business System Support Analyst
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:
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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.
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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.
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Testing & Release Support
- Support release regression testing to ensure system stability post-deployment at weekends.
- Validate fixes for reported issues and confirm successful resolution.
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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.
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Collaboration
- Work with internal teams (IT, Operations, Distribution) to understand issues and support effective workarounds.
- Contribute to knowledge sharing within the team
Purpose statements:
- To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment and customers outcomes
- To resolve daily system issues for all users of Sonata and triage Operational queries on Salesforce and Pru Adviser as raised through the Service Now helpdesk
- To conduct business analysis to identify solutions, interfacing with IT Support where required
- Complete demand analysis to identify route cause, taking steps to educate and take the right corrective action to address failure demand
- Sharing knowledge, providing guidance and advice in the optimum use of the Sonata system
- Undertaking regression testing to support new releases at weekends
Experience statements:
- Experience of system problem analysis and tools, methods/ techniques for resolving issues
- Significant experience of systems used to administer Retirement Account
- Experience of communicating and effectively across a range of internal and external stakeholders
Personal attribute/skills:
- Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs
- Demonstrates learning agility – adapts behaviour in response to new information or changes, demonstrates flexibility, swiftly mobilises to meet changing demands
- Clear Communication Skills – a natural ability to explain complex information clearly and simply using excellent written and oral communication
- Excellent computer skills (MS office)
- Strong attention to detail, able to probe and test to understand and resolve needs
- Approachable and effective at building strong team relationships
- Positive attitude and setting a good example to the team
- Drive to achieve results – positive attitude
- Self-learner – proactively use the tools provided to improve knowledge and search for information
- Critical thinking and strong problem-solving abilities
Location:
Kildean, Stirling
Work Level: Colleague
Recruiter: Amy Curtis
Closing Date: 12th March 2026
What we offer:
- As a savings and Investments firm we are proud to offer a valuable pension scheme of 18% , with 13% made up of Employer Contributions and 5% Employee Contributions . We also offer Share Save and our Share Incentive Plan , together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.
- Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.
- Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - as supporting families is a core aspect of our inclusive culture.
- Health & Protection cover including Private Healthcare , Critical Illness cover and Life Assurance for you, with family options - for peace of mind.
To explore more about life at M&G and our full benefits offering, visit Life at M&G
We have a diverse workforce and an inclusive culture at M&G, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.
M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions.
Ifyou need assistanceor an alternative means of applying for a role due to a disability or additional need,pleaselet usknow by contacting us at: careers@mandg.com
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