System support analyst - Digital

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

Job summary

The Financial Ombudsman Service seeks a Systems Support Analyst - Digital to provide day-to-day triage, operational support and vendor monitoring for our digital platforms, including the Consumer Portal and online complaint submission form.

This permanent role is full-time (35 hours per week) with hybrid working, based in London or Coventry, offering opportunities for development and a collaborative, user-focused IT environment.

Qualifications

• Experience delivering operational application or systems support in an ITIL-aligned environment.
• Experience with digital portals or web-based workflows.
• Experience logging tickets and tracking SLA performance with third-party providers.
• Strong communication and collaboration with non-technical stakeholders.

Responsibilities

• Lead day-to-day support and optimisation of digital platforms with high availability.
• Analyse support trends, identify root causes and automate processes where possible.
• Coordinate digital change and release management with internal and third-party teams.
• Provide technical leadership through coaching and documentation.
• Support strategic digital delivery with cross-team collaboration to keep services accessible.

Job description

Looking for a new challenge?

Take a look at our current vacancies.

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

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, elevate, 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