Service Analyst, Wealth Service Disruption

NatWest Group; Bristol; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading banking institution in Bristol seeks a Service Analyst to help transform customer service through continuous improvement. In this role, you will coordinate technical changes and provide support, focusing on customer interactions and operational excellence. Ideal candidates will have strong customer focus, technical knowledge, and experience in service management.

Qualifications

• Strong customer focus in work.
• Background in technical support.
• Understanding of operational processes in a banking context.

Responsibilities

• Plan and coordinate technical change across platforms.
• Provide efficient support of IT change.
• Build relationships with stakeholders.

Skills

Customer focus

Technical support

Interpersonal skills

Attention to detail

Service management knowledge

Tools

Industry standard toolsets

Job description

Join us as a Service Analyst in Wealth Service Disruption

• As a Service Analyst, you’ll be at the heart of helping to transform the bank, connecting with our customers, delivering continuously and learning and living our principles
• You’ll provide excellent service to our customers through the delivery of one or more service management disciplines, such as incident, problem, change, availability or capacity management
• The pace of change and associated training and development opportunities will create an engaging and supportive environment for you and help develop a broad range of transferable skills
• You'll work from home some of the time, but you'll also spend at least six days a month working in the Bristol office collaborating with both Technology and the business

What you'll do

In this role, you’ll help plan and coordinate technical change across a number of platforms, activities and processes, with a strong focus on the customer contact and experience with consideration to first or second level support using the incident management, change management and request fulfilment processes and frameworks.

Day-to-day, you’ll be:

• Providing efficient and effective support of IT change balancing this between Technology (WCDIO) and Business journeys and goals
• Helping to take ownership for the service in the areas of specialist knowledge, keeping the customer at the forefront
• Acting with pace when recovering service, and with thoroughness when considering risk to service
• Building relationships with internal and external stakeholders involved in the delivery of service in the areas of both product and technical knowledge

The skills you\'ll need

We\'re looking for someone with a strong customer focus in their work, as well as a background in technical support. You’ll need excellent interpersonal skills and a keen eye for detail, as well as an understanding of operational processes, services and systems in a banking context or something similar. A broad understanding of our business and its customers would also be an advantage.

On top of this, you’ll bring:

• Technical knowledge, including platform, technology, products and domains
• Knowledge of one or more service management and change disciplines
• Knowledge of relevant industry standard toolsets and processes to drive up customer service within an IT environment
• Knowledge and experience of operational and risk management principles