Senior Service Analyst

FNZ; City of Edinburgh; Hybrid; GBP 40,000 - 80,000; Full time

Job description

Location: Edinburgh

Working Pattern: Hybrid

Contract: Permanent

Role Description

This role provides application support for the FNZ business; it involves issue management from external and internal clients to meet KPIs and SLAs and to consult with other areas of FNZ to ensure a robust and scalable production environment for all FNZ’s customers.

This role is a senior role within the Production Support team and provides oversight and management for Service analysts and key expertise and experience in all aspects of incident and problem management.

The role works closely with the Service managers to deliver a high-quality service to our customers.

Team Responsibilities

1. Application Support – ensure that the application is maintained and working efficiently and against agreed service levels.
2. Issue Management – analyse, investigate, and allocate for resolution and closure for all issues.
3. Service Support – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations.
4. Change Management – support guidance for testing and release process for production fixes.
5. Project Handover – facilitate the transition between project support and production support for all change.

Specific Role Responsibilities

Provide the interface between the Production Support team and the Production Support management team and Service Management team.

Responsibilities include:

1. Close collaboration with a number of Service Analysts and Production Support analysts to deliver services to a specific subset of FNZ clients.
2. Working with the service managers on client escalations and to ensure the service is of the highest quality to those clients.
3. Escalating issues to the Head of Sector as required.
4. Attend client and internal meetings.
5. Have oversight of Key KPIs and reporting.

Perform the issue management service for clients. This includes:

1. Managing the response time for all incidents within SLAs for the client.
2. Identifying and implementing robust incident fixes or workarounds.
3. Ensuring temporary and permanent fix times are within SLAs for the client.
4. Collaborate with colleagues to support the diagnosis, analysis, and resolution of root cause issues.
5. Collaborating with developers and testers to ensure that production fixes and business process changes are fit for purpose.
6. On a rota, work on-call to support the out of hours service provided by Production Support.

Support other areas of Production Support to ensure that the service is maintained across the client base.

Other tasks: To undertake any other projects/tasks as may reasonably be required to facilitate the smooth operation of the production environment.

Performance Assessment

Availability – uptime during core and non-core hours.

Performance – performance metrics during core and non-core hours.

Reliability – test results and performance during real failure events.

KPI reporting – performance against KPIs.

Applications are open until January 24th—don’t miss this opportunity! Submit your application today and take the next step in your career with FNZ.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.