System support analyst - Digital

Financial Ombudsman; Greater London; Hybrid; GBP 47,000 - 58,000; Full time

Benefits offered by this job

25 days holiday entitlement

Private medical insurance

Gym membership discounts

Job summary

Financial Ombudsman Service is seeking a Systems Support Analyst – Digital to lead operational support for our digital platforms, ensuring high availability and reliable user experiences across online portals and forms.

Hybrid role with London or Coventry base, 35 hours per week, and a focus on collaboration with IT and business teams to drive improvements and release management.

Qualifications

• Experience delivering operational application or systems support in ITIL-aligned environments, focusing on digital portals.
• Hands-on experience with third-party technical service providers, logging tickets, fixes, and SLA tracking.
• Knowledge of web technologies, CMS, form configuration, and data integration.
• Strong problem-solving in time-constrained environments.
• Clear communication with non-technical stakeholders.

Responsibilities

• Lead day-to-day support and optimisation of digital platforms, incidents, and high availability of forms and portals.
• Analyse support trends, identify root causes, automate processes, and improve performance.
• Coordinate digital change and release management, including testing and deployments.
• Provide technical leadership through coaching, documentation, and skills growth across the organisation.
• Collaborate with internal teams and external suppliers to ensure accessible, reliable services.

Skills

ITIL processes

Operational support

Problem-solving

Stakeholder communication

UAT testing

Tools

CMS (Content Management System)

Web technologies

Data integration

Job description

**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 makeyour 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* 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 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, escalate, 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.*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*** 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**Let’s Make This Easy.** Apply in a few minutes:Please attached a copy of your CV by Midnight on Sunday 4th October. *Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!*