Product Analyst

Role Overview

• Provides first line support for user queries on Quilter technology products, applications functionality, and data within the assigned business area.
• Provides support for third-party products and in-house developed applications including configuration, data, intraday and overnight batch monitoring.
• Troubleshoots and supports system issues as and when they arise, tracking and monitoring.
• Tracks incidents and requests ensuring service delivery meets Quilter business unit requirements.
• Conducts research in response to inquiries using available information resources and identifies solutions to potential issues or redirects issue to the appropriate resource.
• Uses best practices and frameworks such as ITIL while working on Incident and Problem management.
• Supports execution of integrations to other applications.
• Provides support during office and out of hours for assigned projects and tasks as required.
• Develops and maintains documentation of system configuration and operational procedures.
• Creates, maintains and communicates procedural guides and knowledge base articles for team and customer use.
• Assists project/change teams with ad-hoc work as required.
• Partners with the assigned business area to understand new technology scope and its alignment with any new functionality and security.
• Develops and maintains awareness of divisional and data security and complies with policies and procedures.
• Configures and maintains platform components.
• Ensures configuration implementations adhere to specifications, aligning with product design, regulatory requirements, and operational best practices.
• Follows change and version management best practices, always ensuring a high degree of control over live and development configuration states.
• Works with platform vendors to manage and migrate configuration changes across development, test and production environments.
• Performs unit testing and provides configuration-related support for integration, non-functional and user acceptance testing (UAT).
• Validates configuration outcomes against business requirements and expected client behaviour.
• Works closely with Business Analysts and vendors to identify, record, triage and resolve defects.
• When required, works collaboratively in dynamic and geographically dispersed delivery teams, embracing rapidly evolving requirements and product features, and agile ways of working.
• Participates when needed in workshops with internal stakeholders, supporting the Business Analysts to clarify requirements and propose appropriate configuration‑based solutions.
• Contributes to the team’s development of implementation plans, configuration timelines, and delivery milestones.
• Produces and maintains clear product documentation, including:
• Implementation design documents
• Detailed configuration specifications and data dictionaries
• Change impact assessments
• Operational and support guides
• Makes sure that configuration documentation is consistently updated and described with precise detail and accuracy.
• Supports knowledge transfer to other members of the product team, avoiding or resolving key person dependencies, and where required provides expertise to other programme and operational teams.
• Embodies a spirit of continuous improvement, working positively with the rest of the team to incrementally develop all aspects of product support practice.
• Identifies opportunities to standardise and optimise configurations to improve scalability, reduce complexity, and support team resiliency.
• Strives to improve the adviser and customer experience, increase productivity and drive efficiencies through optimal configuration design.
• Provides input on product limitations, enhancement opportunities, and recurring needs, as an input to the team’s product improvement backlog, helping to represent these opportunities and needs to vendors.
• Stays informed on wealth management industry trends, regulatory developments, and platform capabilities.

Requirements

• A strong understanding of wealth management concepts, processes, and operations.
• Deep hands-on experience in data capture, workflow, and/or document production configuration on large scale CRM platform implementations (e.g. Salesforce, MS Dynamics), ideally within the wealth management sector and in a cloud-based/SaaS environment.
• Experience working collaboratively with Business Analysts to ensure simultaneous and consistent delivery of both detailed configuration specifications and configuration assets in technology platforms.
• Shows great care in maintaining accuracy and data integrity, consistently paying close attention to details.
• An appreciation of the importance of delivering a high-quality user experience in CRM-type platform configuration.
• Wealth management product support experience (especially Advice CRM platforms) or general experience with wealth management or other financial services platforms (desirable).
• Experience working in fast-paced and agile but change‑controlled environments with multiple stakeholders (desirable).
• Experience supporting large‑scale third party platform implementations (desirable).
• Demonstrated capability and commitment to perform effectively in both high-pressure change delivery environments and product support positions (desirable).
• Familiarity with regulatory concepts affecting wealth management (e.g. FCA requirements, MiFID II, suitability, reporting) (desirable).
• System testing experience (desirable).

Tech Stack

• Cloud

Benefits

• Holiday: 182 hours (26 days)
• Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
• Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
• Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.
• Life Assurance: 4x your salary.
• Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.
• Healthcare Cash Plan: Jersey employees only
• In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.