Senior Systems Analyst

Financial Ombudsman Service; Greater London; Hybrid; GBP 54,000 - 66,000; Full time

Benefits offered by this job

25 days holiday entitlement

Generous pension

On-site gym (London)

Private medical insurance

Job summary

The Financial Ombudsman Service in London is seeking a Senior Systems Analyst to lead the design and development of Casework Support Tools on the Microsoft Power Platform, with Power Apps and Power Automate at the core. You will mentor a team of Systems Analysts, collaborate with stakeholders across operations and IT, and deliver tools and templates that improve accuracy, efficiency, and customer outcomes.

The role is a 6-month fixed-term contract with hybrid working, the office-based in London,

Qualifications

• Demonstrable experience in low-code app building and template authoring, certified or trained on Power Platform.
• Advanced understanding of Word, Excel and Visio, and integration between systems.
• Strong communication skills with stakeholders; ability to explain technical concepts in lay terms.
• Ability to manage SLAs and drive high delivery standards.

Responsibilities

• Leading design, development and continuous improvement of complex casework tools and templates.
• Drive innovation and automate processes; identify optimization opportunities.
• Provide technical leadership, coaching and mentoring to Systems Analysts.
• Build relationships across the business and with IT partners to ensure timely delivery.

Skills

Low-code development

Power Apps

Power Automate

Office apps (Word/Excel/Visio)

SQL/Dataverse knowledge

Stakeholder communication

Leadership/mentoring

Tools

Microsoft Power Platform

Job description

Looking for a new challenge? Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!

Senior Systems Analyst

Join a team where Purpose is at the heart of everything we do, Ambition drives us to be the best we can be, Respect shapes our culture and Trust builds our foundation. We're not just hiring — we're inviting you to build the future with us. If you're curious, driven, and ready to leave your mark, this is your invitation to make your next move.

Contract: 6-month fixed-term contract Working hours: 35 hours per week (full time) Locations: London, Coventry, Manchester or Edinburgh Salary – London: Circa £60,000 pro rata, depending on skills and experience Salary – Other locations: Circa £53,000 pro rata, depending on skills and experience Reporting to: Digital Product Manager (Casework Support Tools), Information Technology

By joining our team, you'll enjoy the best of both worlds – hybrid working and the collaboration of a great office environment. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. As well as extensive opportunities for personal and career development.

About Us: The Financial Ombudsman Service is an independent, not-for-profit organisation that plays a vital role in UK financial services. Every day we help resolve disputes between consumers, or small businesses, and their financial service providers. The Business Applications Team play an important role developing and supporting our business applications, enabling us to deliver services to customers and colleagues.

The Senior Systems Analysts are directly responsible for a number of our core casework-facing business applications, which requires working collaboratively with the wider Business Applications Team. As a senior member of the team, you’ll provide specialist in-depth direction on the development and maintenance of our Casework Support Tools (in Microsoft Power Platform). The role will help develop and promote improved Casework Support Tools and associated templates across the organisation. This work crosses the whole organisation – working with subject-matter experts within casework and operational support, the wider IT department, knowledge teams and communities, and other enabling functions.

You’ll deputise for the Digital Product Manager (Casework Support Tools) in their absence and assist them with project workload including leading on delegated work items and projects. Using your experience, you’ll coach and mentor the Systems Analysts to ensure that their delivery and support is of high quality. You’ll have an expert technical knowledge of Microsoft Power Platform (specifically Power Apps and Power Automate) that the organisation uses to create and maintain these tools. You will also have some knowledge of underlying database platforms, such as SQL or Dataverse.

What You’ll Do

Leading the design, development and continuous improvement of complex casework support tools and document templates, translating business requirements into effective technical solutions that help caseworkers deliver fair, consistent and efficient outcomes for customers Driving innovation and automation across the organisation, working closely with stakeholders to identify opportunities for process improvement, streamline workflows and maximise the value of digital tools and systems. Providing technical leadership and team support, coaching and mentoring Systems Analysts, overseeing delivery quality, and acting as a subject matter expert in tool authoring, rule design and release management. Building strong relationships across the business and with external partners, collaborating with IT teams, senior stakeholders and software providers to ensure tools, templates and enhancements are delivered on time, to a high standard, and aligned with organisational priorities.

To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria: Minimum Criteria – Demonstrable experience in low-code app building (including being certified or trained on relevant software, such as Microsoft Power Platform, specifically Power Apps and Power Automate) and template authoring – possessing excellent technical skills, and is seen as an expert in both rule authoring and template authoring Advanced understanding of supporting software, particularly Microsoft Word, Excel and Visio, understanding the integration between different systems, and having a passion for technology solutions a logical and analytical thought process, including the ability to breakdown highly complex logic and processes into their simple component parts, forming a coherent set of logic or template rules great communication, and being able to work effectively with a range of different stakeholders – including engaging closely with the stakeholders, being able to explain highly-technical concepts and processes in layperson’s terms, and facilitating the working towards group objectives – from a team, departmental and wider Service perspective An ability to pay close attention to detail, always seeking to achieve the highest standards possible, including ensuring a high standard of customer service by managing Service Level Agreements and analysing tool and template metrics Good self-management skills, being able to effectively manage your time and workloads and that of others

Why You'll Love Working With Us

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here: https://www.financial-ombudsman.org.uk/who-we-are/aims-values

Flexibility: Work your way — remote, hybrid, or in-office

Wellbeing: [Health plan, gym memberships, mental health support]

Growth: We invest in your future with [courses, mentorship, promotions]

Culture: Diverse. Inclusive. Collaborative. Fun.

We also offer an attractive, competitive salary and flexible benefits to suit our people.

Here’s a list of some of the many benefits and perks you can get for working with us:

• 25 days holiday entitlement, with the option to buy extra or sell days
• Generous pension
• Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave
• Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
• Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
• Gym membership discounts, and a fully equipped on-site gym open 24/7 in London only

How we use AI in our recruitment process. We use HiredScore, an AI supported recruitment tool, to help our Talent Acquisition team and hiring managers review applications in a structured and consistent way. HiredScore supports the process; people remain responsible for all recruitment decisions. For more information on how this works, please refer to the FAQs document here

Who we are… With fairness at the heart of everything we do, we embrace difference and treat everyone as equals. We’re a diverse organisation, but something we all share is our values. They’re central to the way we work – and work together. We’re an independent, not-for-profit organisation that sorts out disputes between financial businesses and their customers. We do this by making decisions that are fair – and feel fair to both sides. The Financial Ombudsman Service is an equal opportunities employer. All applicants will be treated in a fair and equal manner and in accordance with the law, regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation. We’re committed to being a great place to work – attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints. You can read more about Diversity and Inclusion . We are proud to be a Disability Confident Leader. Disabled applicants who fulfil the minimum criteria for the role will be progressed to the next stage of the process. Do let us know of any reasonable adjustments you need. You will need to demonstrate that you meet the minimum criteria in order to qualify for the Disability Confident scheme.