Business Support Analyst - Procurement

Bank of England; City Of London; On-site; GBP 40,000 - 56,000; Full time

Job summary

Bank of England is seeking a dedicated service delivery professional to act as a trusted first line contact for colleagues and suppliers. You will manage escalations, ensure data integrity, and support procurement, P2P and IT support activities across CS Directorates.

You will work within a robust control environment, coordinate testing, drive continuous improvement, and help deliver reliable operations and accurate dashboards.

Responsibilities

• Act as first-line contact for queries from suppliers and colleagues, handling them promptly and professionally.
• Resolve day‑to‑day data and process workflow issues, ensuring accuracy and policy alignment.
• Independently assess issues, escalate complex matters through approved channels.
• Maintain accurate organisational data, supporting data integrity and reliable business operations.
• Support roles and position administration activities reflecting organisational changes and business requirements.
• Manage workflow activities, monitor transaction status, re‑route when approvers are unavailable, and provide visibility to stakeholders on progress.
• Where queries cannot be resolved directly, pass them to appropriate Business SMEs, or Technology Support Team, and raise a Remedy ticket.
• Support access governance processes by reviewing and approving business access requests, maintaining audit trails, and ensuring compliance.
• Support the production of service metrics and dashboards where required (performance, service provision, colleague/supplier details).
• Support activities spanning procurement platforms including P2P, catalogues, sourcing, contract management, SRM, and supplier due diligence systems, ensuring consistent service and accurate guidance.
• Liaise with Finance to help resolve purchase order‑related invoice queries, ensuring issues are tracked and progressed to resolution.
• Support supplier onboarding activities by introducing new suppliers into the Bank's procurement systems in line with established process and governance.
• Provide operational support for P2P (Procure‑to‑Pay) and procurement catalogue processes, including maintaining and improving supporting protocols to ensure alignment with procurement policy.

Job description

Acting as a trusted point of contact, this role will work to assess queries from colleagues and business areas, manage escalations appropriately, and maintain the integrity of business processes. The role is centred on service delivery, operational reliability, and continuous improvement.

Key Interactions

As well as supporting CS Business Areas and addressing direct queries from Bank colleagues, the role will require regular interactions with other colleagues within the wider OBS support model who sit within other CS Directorates (primarily AskHR and Finance Operations), support colleagues from Technology and other Business SMEs where appropriate.

Primary Responsibilities

Service & Operational Support (c.70%)

• Act as a first line point of contact for supplier, colleague and business queries, ensuring they are handled promptly, professionally, and with a strong service ethos.
• Resolve day‑to‑day data and process workflow issues, ensuring accuracy, consistency, and alignment with Bank policy.
• Independently assess issues, applying judgement to resolve where appropriate and escalating more complex matters through agreed support channels.
• Maintain accurate and up‑to‑date organisational data, supporting data integrity and reliable business operations.
• Support roles and position administration activities to reflect organisational changes and business requirements.
• Manage workflow activities, including monitoring transaction status, re‑routing where approvers are unavailable, and providing visibility to stakeholders on progress.
• Where queries cannot be resolved directly, passing them to appropriate Business SMEs, or for queries of a technical nature, passing onto the Technology Support Team, and raising a related Remedy ticket.
• Support access governance processes by reviewing and approving business access requests, maintaining audit trails, and ensuring compliance - without executing access changes directly.
• Support the production of service metrics and dashboards where required (performance, service provision, colleague/supplier details)
• Support activities spanning procurement platforms including P2P, catalogues, sourcing, contract management, SRM, and supplier due diligence systems, ensuring consistent service and accurate guidance.
• Liaise with Finance to help resolve purchase order-related invoice queries, ensuring issues are tracked and progressed to resolution.
• Support supplier onboarding activities by introducing new suppliers into the Bank's procurement systems in line with established process and governance.
• Provide operational support for P2P (Procure‑to‑Pay) and procurement catalogue processes, including maintaining and improving supporting protocols to ensure alignment with procurement policy.

Issue Management, Testing & Quality Assurance (20%)

• Coordinate and participate in business user acceptance and regression testing once fixes are provided by Tier 2/3 teams, ensuring solutions meet business needs before their formal implementation.
• Support investigations and testing activities in controlled test environments where required, strictly in a business assurance capacity.
• Identify recurring issues and trends, feeding insights into service improvement and prevention activities.
• Actively support continuous improvement initiatives aimed at improving colleague experience, service quality, and operational reliability.
• Provide training to business areas where required in new service functionality and process changes (where required) to support adoption and build understanding
• Document resolutions, known issues, and FAQs to support consistent handling of enquiries and faster resolution times.
• Contribute to the maintenance of shared knowledge resources, promoting knowledge sharing across the support function.

Skills, Knowledge & Experience