Service Analyst

Wallstreetdocs Ltd; Frankfurt; Hybrid; EUR 55.000 - 90.000; Vollzeit

Zusammenfassung

Wallstreetdocs Ltd. seeks a Service Analyst to elevate IT support in a fast-paced fintech environment in Germany, with flexibility across London/Frankfurt. You will act as a senior reference for the Brazil team, handling Level 1/2 support, mentoring colleagues, and driving continuous improvement.

You will apply ITIL practices, manage incidents and requests, and collaborate with Engineering/Product to enhance system reliability and user experience across APIs and data formats like XML/JSON.

Qualifikationen

• Experience in IT Support / Service Desk at senior level in software or SaaS.
• Ability to work independently on complex investigations beyond basic L1 troubleshooting.
• Strong ITIL knowledge including Incident, Problem, and Change Management.
• Experience with ITSM tools such as Jira and Zendesk.
• Troubleshoot APIs and integrations; familiarity with XML/JSON formats.
• Excellent analytical and problem-solving skills for complex platforms.
• Fluent in German and English (written and spoken).

Aufgaben

• Deliver Level 1 and Level 2 technical support to customers, including banks.
• Serve as primary escalation point for high-impact issues and drive resolutions.
• Mentor junior analysts and share troubleshooting best practices.
• Apply ITIL best practices to incident, problem, and request management.
• Perform root cause analysis and implement preventive measures.
• Collaborate with Engineering and Product to improve reliability and UX.
• Manage customer escalations with professional communication.
• Coordinate between Brazil-based team and global stakeholders.

Kenntnisse

Senior IT Support

Analytical thinking

ITIL knowledge

Strong communication

Fluent German & English

Ausbildung

ITIL Certification (preferred)

Tools

Jira

Zendesk

Postman

Jobbeschreibung

Location:Flexible (London / Frankfurt)

Role Overview

• We are looking for a Service Analyst in Germany to play a key role in elevating our IT support operations within a fast-paced fintech environment.
• You will act as a senior reference for the team in Brazil, combining hands-on client IT support with operational leadership, mentoring, and continuous improvement initiatives.

Key Responsibilities

• Deliver high-quality Level 1 and Level 2 technical support to customers, including investment banks, ensuring timely and effective resolution of incidents and requests.
• Act as the primary escalation point for complex, high-impact, or business-critical issues, driving them to resolution with urgency and accountability.
• Serve as a senior technical reference for the team, providing guidance on troubleshooting, best practices, and effective customer communication.
• Apply ITIL best practices across incident, problem, and request management to ensure consistent and efficient service delivery.
• Perform root cause analysis (RCA) to identify underlying issues, proactively detect trends, and implement preventive measures.
• Investigate and resolve technical issues involving APIs, system integrations, logs, and data formats such as XML and JSON.
• Mentor and support junior analysts, enhancing their technical capabilities and improving first-contact resolution rates.
• Identify gaps in processes, documentation, and tools, and lead continuous improvement initiatives to optimize support operations.
• Collaborate closely with Engineering and Product teams to address recurring issues and improve system reliability and user experience.
• Manage customer escalations with professionalism, ensuring clear communication and maintaining strong client relationships.
• Act as a liaison between local support operations in Brazil and global stakeholders, ensuring alignment and effective communication across regions.

Essential Requirements

• Strong experience in IT Support / Service Desk roles, with senior-level exposure in software or SaaS.
• Demonstrated ability to work independently on complex investigations beyond basic L1 troubleshooting.
• Strong knowledge of ITIL practices, including Incident, Problem, and Change Management (certification is a plus).
• Experience with ITSM tools (e.g., Jira, Zendesk, or similar).
• Practical experience troubleshooting APIs, integrations, and working with tools such as Postman.
• Comfortable working with logs, system behaviour, and data formats (XML / JSON).
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex platform and integration issues.
• Confident communicator, able to manage customer escalations calmly and professionally.
• Fluent in German and English (written and spoken).

Desirable

• Fintech or financial services experience.
• Relevant certifications in IT Support, Networking, or Information Security (e.g., CompTIA, ITIL, or similar)
• Experience leading or coordinating major incidents.
• Experience coaching or mentoring junior team members.

WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.