Service Analyst

Location: Edinburgh

Working Pattern: Hybrid

Contract: Permanent

Role Description

This role provides application support for FNZ business; it involves issue management from external and internal clients to meet KPIs and SLAs and to liaise with other areas of FNZ to ensure a robust and scalable production environment for all FNZ’s customers. This role is responsible for the day-to-day engagement with the FNZ client. They have responsibilities for all aspects of the services supported within Production Support. The role works closely with the Service managers to deliver a high-quality service to our customers.

Team Responsibilities

• Application Support – ensure that the application is maintained and working efficiently and against agreed service levels.
• Issue Management – analyse, investigate, and allocate for resolution and closure for all issues.
• Service Support – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations.
• Change Management – support guidance for testing and release process for production fixes.
• Project Handover – facilitate the transition between project support and production support for all change.

Specific Role Responsibilities

This role is a key client engagement role within Production Support. It requires key knowledge of the proposition and the client to manage service:

• Close collaboration with other members of the production support team to deliver services to a specific FNZ client or clients.
• Working with the service managers on client escalations and to ensure the service is of the highest quality to those clients.
• Escalating issues to the Senior Service Analyst and Head of Sector as required.
• Attend client and internal meetings.
• Have oversight of Key KPIs and reporting.
• Perform the issue management service for clients. This includes:

• Managing the response time for all incidents within SLAs for the client.
• Identifying and implementing robust incident fixes or workarounds.
• Ensuring temporary and permanent fix times are within SLAs for the client.
• Collaborate with colleagues to support the diagnosis, analysis, and resolution of root cause issues.
• Working with developers and testers to ensure that production fixes and business process changes are fit for purpose.
• On a rota, work on-call to support the out of hours service provided by Production Support.

Other tasks:

To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment.

Performance Assessment

• KPI reporting – issue management performance against KPIs.
• Availability – uptime during core and non-core hours.
• Performance – performance metrics during core and non-core hours.
• Reliability – test results and performance during real failure events.

Experience Required

• Minimum 2 years FNZ experience.
• University degree qualified (2.1) or equivalent.
• Ability to learn quickly in a dynamic fast-paced industry.
• Enjoy working as part of a high-performance team.
• Passionate about creating innovative solutions for customers.
• Highly logical.
• Highly self-motivated and directed, confident, independent, able to take initiative and with a delivery focused working style.
• Superior analytical thinking and keen attention to detail.
• Proven problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent organisational, administration and time management skills.
• Good team communication skills, confident in dealing with internal and external clients.
• Highly developed written and oral communication skills.
• Interest / familiarity with financial markets and products.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back. We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution. We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA). Together with our customers, we help over 20 million people from all wealth segments to invest in their future.