At a Glance
- Tasks: Provide second-line support for clients using the FNZ Figaro platform.
- Company: Join FNZ, a leader in wealth management technology.
- Benefits: Hybrid working model, full training provided, and career growth opportunities.
- Other info: Dynamic team environment with a focus on continuous improvement.
- Why this job: Make a real impact by resolving client issues and improving service quality.
- Qualifications: Degree qualified or equivalent experience with strong analytical skills.
The predicted salary is between 30000 - 40000 € per year.
Location: Newcastle-upon-Tyne (Hybrid – commutable distance required)
FNZ is seeking a Product Support Analyst to join the Customer Service Centre (CSC), providing second-line production support to internal and external clients using the FNZ Figaro platform. The role is responsible for investigating, diagnosing and resolving client incidents, ensuring outcomes are delivered in line with agreed Service Level Agreements (SLAs). This role plays a critical part in maintaining platform stability and client service, working closely with internal teams, subject matter experts and third-party providers. The Product Support Analyst is accountable for owning incidents through to resolution or handover, maintaining clear communication with stakeholders throughout.
Key Responsibilities- Incident & Issue Management
- Investigate production issues to determine whether behaviour is expected, a defect or an enhancement, liaising with clients as required.
- Analyse and diagnose incidents to identify root cause, escalating to third-line support for code changes where necessary.
- Where no code change is required, take ownership of resolving the issue to the client’s satisfaction, including proposing workarounds or data fixes where appropriate.
- Ensure incidents are managed in line with published SLAs and internal support processes.
- Provide clear, timely updates to CSC management and stakeholders, particularly for P1 and high-profile incidents.
- Stakeholder & Client Engagement
- Work collaboratively with Subject Matter Experts, Product Owners, Client Relationship Managers and third parties to progress issue resolution.
- Act as a key point of contact for clients, suppliers and third-party support teams as required.
- Maintain a professional, service-focused approach in all client interactions.
- Service & Continuous Improvement
- Participate in root cause analysis to identify trends and recommend service improvements.
- Share knowledge, ideas and best practice across the Customer Service Centre and the wider FNZ organisation.
- Support effective project-to-production handover for platform-related changes.
- Operating Model
- Provide client support coverage between 8am and 6pm, working a rota pattern of 8am–5pm (early) and 9am–6pm (late).
- Issue Management: Provide effective support for issues raised by clients across FNZ Figaro and other FNZ applications.
- Service Management: Support service usage to meet client business requirements within agreed SLAs.
- Application Management: Diagnose system issues to resolve incidents and improve overall service quality.
- Project Handover: Facilitate the transition from project delivery into production support.
- Degree qualified (2:1) or equivalent experience.
- Strong analytical and problem-solving capability, with high attention to detail.
- Ability to prioritise and execute tasks effectively in a fast-paced, high-pressure environment.
- Confident, self-motivated and delivery-focused working style, with the ability to take initiative.
- Excellent organisational, administration and time-management skills.
- Clear and effective written and verbal communication skills.
- Comfortable working as part of a high-performing team.
- Interest in, or familiarity with, financial markets and financial products.
- ITIL certification or working knowledge of ITIL principles.
- Experience working in a regulated or financial services environment.
This role is based in Newcastle-upon-Tyne and operates on a hybrid working model. This is a junior-level role, and full training will be provided. The role is suited to candidates within reasonable commuting distance who are comfortable working within a rota-based support environment.
Closing date for applications: May 22nd
Production Support Analyst in Newcastle upon Tyne employer: FNZ
FNZ is an exceptional employer located in Newcastle-upon-Tyne, offering a hybrid working model that promotes work-life balance while providing comprehensive training for the Production Support Analyst role. With a strong focus on employee growth and development, FNZ fosters a collaborative and service-oriented culture, ensuring that team members are supported in their professional journeys. The company’s commitment to innovation in wealth management and its partnership with leading financial institutions create a dynamic environment where employees can thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Production Support Analyst in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at FNZ. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your problem-solving skills. Think of examples where you've tackled issues head-on, as this role is all about diagnosing and resolving client incidents.
✨Tip Number 3
Show off your communication skills! Practice explaining complex concepts in simple terms, as you'll need to keep clients and stakeholders updated throughout the incident management process.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the FNZ team.
We think you need these skills to ace Production Support Analyst in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Production Support Analyst role. Highlight relevant experience and skills that match the job description, especially your analytical and problem-solving capabilities.
Craft a Compelling Cover Letter:Your cover letter should tell us why you're the perfect fit for this role. Share specific examples of how you've tackled similar challenges in the past and how you can contribute to maintaining platform stability.
Showcase Your Communication Skills:Since clear communication is key in this role, make sure your application reflects your ability to convey information effectively. Use concise language and structure your thoughts logically.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss any important updates!
How to prepare for a job interview at FNZ
✨Know Your Stuff
Make sure you understand the FNZ Figaro platform and the role of a Production Support Analyst. Brush up on incident management, problem-solving techniques, and any relevant ITIL principles. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role involves liaising with clients and stakeholders, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated in past roles, especially during high-pressure situations. This will demonstrate your ability to maintain professionalism and clarity in client interactions.
✨Prepare for Scenario Questions
Expect to be asked about how you'd handle specific incidents or issues. Think through potential scenarios related to production support and how you would approach diagnosing and resolving them. This will showcase your analytical skills and your ability to think on your feet.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the team dynamics, the tools used for incident management, or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if the company culture aligns with your values.
