Workday Analyst

Are you looking for a hands-on role where your technical expertise, stakeholder management skills, and problem-solving mindset will make a real difference? As part of our Application Operations team, you’ll be the go-to person for resolving complex issues, managing third-party relationships, and supporting key platforms like Workday Financials. If you’re passionate about service excellence, confident working with finance systems, and thrive in a collaborative environment, we’d love to hear from you.

Contract: Permanent

Working hours: 35 hours per week is full time.

Salary: £53,300 - £60,000 (Dependent on experience)

Reporting to: Applications Operations Manager

Location: London, docklands.

Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. 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. At the Financial Ombudsman Service, we make decisions on a range of complex and difficult issues. Every year we resolve hundreds of thousands of disputes between consumers or small businesses and their financial service providers – and if we believe a customer hasn’t been treated fairly, we can step in to put things right.

The purpose of the role

As part of the application operations team, you’ll be a pivotal point of contact for our customers, suppliers and third-party managed service partners. As well as managing relationships you’ll also be triaging issues and requests – ensuring our customers get timely responses. You’ll be responsible for making the decision to elevate tickets to the relevant suppliers or address the issues yourself. As a support analyst, you’ll provide a high quality, customer focused service. You’ll be liaising with other CIO functions, suppliers and front-end users to ensure that the incidents and requests you receive are resolved within the agreed SLAs. You’ll also undertake routine upgrades, maintenance and, daily checks on a range of applications to maintain availability and functionality.

Key responsibilities

• Liaising with internal customers and third-party suppliers to provide technical support across our business applications.
• Ensuring our third-party supplier adhere to governance and change control.
• Building and maintaining relationships with a full range of stakeholders to make sure that the services you provide meet their needs.
• Utilising your Finance experience and knowledge of Workday to identify potential improvements to streamline core processes for the Finance team and wider business.
• Proactively taking personal responsibility for delivering on your objectives in line with our values.
• Co-ordinating UAT and helping to manage system changes in collaboration with our AMS providers.
• Making sure that all tickets are logged, progressed and resolved according to our agreed standards and procedures.
• Monitoring the progress of tickets that have been escalated to suppliers.
• Managing customer expectations with realistic timeframes and outcomes, ensuring that they’re kept updated of any outstanding tickets.
• Spotting trends in any reoccurring issues raised and working collaboratively with your team, the wider CIO functions and our third-party suppliers to find a solution.

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:

• Experience working with Workday as an analyst or subject matter expert, ideally hands on experience of working within the Workday Tenant, using processes and tasks to complete outcomes.
• Significant experience of providing technical support across a range of business applications with ownership of managing customer queries on an end to end basis.
• Demonstrate an understanding of Accounts Receivable, Accounts Payable and the General Ledger.
• Knowledge of Workday Financials or payroll, reporting, tenant management and good governance practices.
• Proven ability to build and maintain relationships with a full range of technical and non-technical stakeholders, including the ability to manage expectations with realistic outcomes.
• Experience of working with 3rd party suppliers.

It would also be nice if you have the following experience:

• Basic working knowledge of ITIL processes relating to technical support, ideally whilst using a service desk ticketing system.

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.

Flexibility: Work your way — 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.

How do I apply?

Please apply with an up to date CV, ensuring you are highlighting where your experience fits the minimum criteria. A full job profile is available on request and will be provided to candidates shortlisted.

The Financial Ombudsman is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all our team. We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

Don’t miss out, be part of the journey and take advantage of this opportunity.