Senior Technical Support Analyst

Bank of Ireland; Belfast City District; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid working

24 days annual leave

Pension contributions

Health insurance

Employee Assistance Programme

Job summary

Bank of Ireland in Belfast is seeking a Senior Technical Support Analyst to join the Vehicle Finance Tribe. You will own a portfolio of IT services, monitor health and availability, and drive improvements across governance, risk, and supplier engagement.

The role emphasizes collaboration with internal teams and external partners to deliver stable, secure production services. Hybrid role with a requirement to spend time in person in Belfast while enabling flexible working.

Qualifications

• No specific qualifications or minimum educational requirements required for this role.

Responsibilities

• Take ownership of a portfolio of IT services and understand technology, suppliers, and business processes.
• Monitor service health and availability; manage incidents, requests, and production issues within SLAs.
• Support governance, audit, risk, and compliance activities with service assurance information.
• Build relationships with internal teams and external suppliers to resolve issues and improve service performance.
• Contribute to strategic change programmes, system upgrades, and knowledge-sharing while maintaining documentation.

Skills

IT service management

Operational support

Service delivery

Agile methodologies

Stakeholder communication

Problem solving

Job description

What is the opportunity?

An exciting opportunity has arisen to join the Vehicle Finance Tribe as a Senior Technical Support Analyst. This role sits within Northridge Finance's Vehicle Tribe and is central to supporting both business change and operational service delivery across the Northridge and Marshalls businesses.

As an integrable part of the team, you will help maintain stable, secure, and reliable production services while contributing to strategic change initiatives, system upgrades, governance activities, and supplier management. This is an excellent opportunity to influence service improvements, support critical business services, and play a key role in the continued evolution of the Vehicle Finance technology landscape.

In this role, you will:

• Take ownership of a portfolio of IT services, developing a clear understanding of the technology, suppliers, and business processes that support service delivery.
• Monitor service health and availability, ensuring incidents, service requests, operational issues, and production support activities are managed within agreed service levels.
• Support governance, audit, risk, and compliance activities by providing service assurance information, participating in reviews, and representing services within governance forums.
• Build effective relationships with internal teams and external suppliers to resolve issues, improve service performance, and support security, vulnerability, and remediation activities.
• Contribute to strategic change programmes, system upgrades, operational improvements, and knowledge-sharing initiatives, while maintaining accurate documentation and support repositories.

What will make you stand out?

You will bring experience in IT service management, operational support, and service delivery within an Agile technology driven environment. You enjoy problem-solving, building strong working relationships, and delivering reliable services that support both colleagues and customers.

You will be comfortable communicating with a range of stakeholders and able to explain technical topics clearly to both technical and non-technical audiences. Strong analytical thinking, organisation, and a focus on continuous improvement will help you succeed in this role.

Experience with the following will help you stand out but is not required to apply for this role:

• Service and process design, implementation, and improvement
• Governance, audit, security, and compliance activities
• Working with third-party suppliers and outsourced service providers
• Presenting service improvement initiatives to a variety of audiences
• Banking or financial services technology environments

Essential qualifications

There are no specific qualifications or minimum educational requirements needed for this role.

More about the team

The Application Support team sits within the Vehicle Finance Tribe and is responsible for facilitating change while ensuring customers and colleagues continue to receive services through a stable, secure, and compliant technology environment.

The team supports the Northridge and Marshalls businesses across operational support, incident management, supplier engagement, governance, and service improvement activities. Alongside maintaining day to day service stability, the team plays an important role in delivering strategic change programmes and transformation initiatives.

As a senior member of the team you will help lead service activities, support colleagues, promote knowledge sharing, and contribute to a culture of continuous improvement. You will have the opportunity to make a visible impact on both service performance and future change initiatives.

This is a hybrid role, based primarily at Belfast. We typically ask colleagues to spend a minimum of 8 days per month working in-person to support collaboration and connection. Specific arrangements will be confirmed by your recruiter to ensure they meet the needs of the role and team.

#li-hybrid #ij-hybrid

Why work with us

The Bank of Ireland company culture prioritises work-life balance with a commitment to hybrid working, along with 24 days annual leave and excellent pension contributions.

Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy along with working parent and carer supports.

Your health and wellbeing is important to us; we offer a substantial health insurance contribution, Employee Assistance Programme, WebDoctor and financial wellbeing coaches.

We also encourage and support colleagues to pursue educational and professional qualifications to grow and enhance your career.

Key Competencies

• Customer Focused - Self
• Better together - Self
• Be Decisive - Self
• Take Ownership - Self
• Manage Risk - Self

We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. We provide reasonable accommodations at every stage of our recruitment process for disabilities, neurodivergence or medical conditions. If you require an accommodation please complete this form and one of your recruitment teams members will be in touch via email.Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.