Remote Digital Systems Support Analyst

Financial Ombudsman Service; Greater London; Hybrid; GBP 53,000 - 58,000; Full time

Benefits offered by this job

Health plan

Gym memberships

Mental health support

Private medical insurance

Virtual GP

Critical illness cover

Life assurance

Cycle to work scheme

On-site gym (London)

25 days holiday

Job summary

Financial Ombudsman Service in the UK is seeking a Systems Support Analyst – Digital to provide day-to-day triage, operational support, and vendor monitoring for our digital platforms. You will ensure the stability and accessibility of the public portals, complaint submission form, and web applications, acting as frontline for the digital estate 24/7.

You will log and track issues, work with AMS providers, and help improve service quality while collaborating with IT and business units to

Qualifications

• Experience delivering operational application or systems support within an ITIL-aligned service environment, ideally focusing on digital portals or web-based workflows.
• Hands-on experience with third-party technical service providers, including logging tickets, validating fixes, and tracking SLA performance.
• Knowledge of web technologies, form configuration, CMS, and data integration methods.
• Demonstrable problem-solving with time-constrained diagnostics in production environments.
• Excellent communication and collaboration skills with non-technical stakeholders.
• Experience executing structured test scripts and managing UAT before changes go live.

Responsibilities

• Lead day-to-day support and optimisation of digital platforms, managing incidents and ensuring high availability of web forms and portals.
• Analyse support trends, identify root causes, automate processes, and improve system performance and resilience.
• Coordinate digital change and release management including testing and third-party delivery.
• Provide technical leadership through coaching, mentoring, and documentation.
• Collaborate with internal teams and external providers to keep services accessible and aligned to objectives.

Skills

Incident management

Customer support

Web technologies

CMS experience

Data integration

Communication

Tools

CMS platforms

Ticketing systems

SLA monitoring

Job description

Financial Ombudsman Service in the UK is seeking a Systems Support Analyst – Digital to provide day-to-day triage, operational support, and vendor monitoring for our digital platforms. You will ensure the stability and accessibility of the public portals, complaint submission form, and web applications, acting as frontline for the digital estate 24/7.

You will log and track issues, work with AMS providers, and help improve service quality while collaborating with IT and business units to