System support analyst - Digital

Financial Ombudsman Service; Greater London; On-site; 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

Systems Support Analyst – Digital

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! Systems Support Analyst – Digital Join a team where Purpose drives everything we do, Ambition fuels our growth, 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.

Permanent Working hours: 35 hours per week is full time. We are open to candidates who wish to be based in wither London or Coventry.

Salary range London £53,000 – 58,000 depending on skills and experience

Salary range Coventry £47,000 – 53,000 depending on skills and experience

Reporting to: Systems Manager – Digital

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 purpose of this role is to provide day-to-day technical triage, operational support, and vendor monitoring to ensure the stability, accessibility, and peak performance of the service's digital platforms. As part of the Digital Systems team, you will be responsible for keeping the lights on across our public-facing digital interfaces. Your operational remit covers the immediate support and health of our Business and Consumer Portals, our online complaint submission form (Digital Front Door), and web applications like the Interest Rate Calculator. You will be the primary custodian of the digital support queue, ensuring every technical incident or defect is captured, analysed, and tracked transparently. You will spend your time performing diagnostic triage on incoming issues to determine whether faults lie within internal configurations or external environments. Rather than just executing basic fixes, you will be expected to dive into the technical details of data transmission errors and UI bugs. You will work side-by-side with wider IT and business units to keep our digital platforms functioning reliably 24/7. A key element of your daily work involves acting as the frontline shield for our digital estate. You will log, accelerate, and monitor technical tickets sent to our external AMS providers. By maintaining accurate logs and performing rigorous verification checks on their deliverables, you will help ensure our external support partners are meeting their commitments and delivering robust solutions on time.

What You’ll Do:

Lead day-to-day support and optimisation of digital platforms, managing incidents, troubleshooting issues, performing configuration fixes, and ensuring high availability of web forms, portals, and customer-facing services. Drive service quality and continuous improvement by analysing support trends, identifying root causes, automating processes, and working with stakeholders to enhance system performance, resilience, and user experience. Coordinate digital change and release management, overseeing testing, deployments, enhancements, and third-party supplier delivery to ensure safe, controlled, and effective service improvements. Build capability and provide technical leadership through coaching and mentoring colleagues, sharing knowledge, developing documentation, and supporting the growth of digital skills across the organisation. Support strategic digital delivery by collaborating with internal teams, software providers, and stakeholders, contributing to planning and prioritisation, and ensuring services remain accessible, inclusive, and aligned to organisational objectives.

Minimum Criteria:

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 working directly with third‑party technical service providers, including logging tickets, validating their fixes, and tracking SLA performance. Practical knowledge of web technologies, form configuration, web content management systems (CMS), and data integration methods. Demonstrable problem‑solving experience, displaying a methodical approach to diagnosing system faults and analysing application errors under time constraints. Excellent communication and collaboration skills, with a track record of translating complex technical issues into clear updates for non‑technical internal stakeholders. Experience executing structured test scripts and managing UAT cycles before technical changes are pushed into live production environments.

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

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.

We are proud to be a Disability Confident Leader and, under the scheme, will progress a fair and proportionate number of disabled applicants who meet the minimum criteria to interview. Interviews may be conducted via video, telephone, or a panel Interview, with some vacancies requiring an online assessment to measure the minimum criteria.

We celebrate diversity and are committed to creating an inclusive environment for all team. We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We welcome the responsible use of AI to support application preparation. Any CV or supporting statement should still represent your own experience, knowledge, and achievements, enabling us to gain a genuine understanding of what you would bring to the role.

You will need to demonstrate that you meet the minimum criteria in order to qualify for the Disability Confident scheme. Do let us know of any reasonable adjustments you need.