Support Analyst

Location: Newcastle

Contract Type: Permanent

Working Pattern: Hybrid

Role Description

This role provides application support for the FNZ business and forms a key part of the Customer Service Centre (CSC) providing first and second line support to internal and external clients.

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 FNZ’s customers. 

The role is responsible for the support of the Figaro FNZ platform.

Organisational Design

Customer Service Centre Support sits within the CEO function of FNZ.

This position is part of the regional FNZ production support department and the Figaro Support Services team that reports to the Head of Support Services

Specific Role Responsibilities

• Issue management - Analyse, diagnose and troubleshoot incidents to determine the underlying cause to resolution and closure of all issues.

• Triage all issues to maintain the quality of information supplied to allow for full investigation, resolution, and closure.

• Collaborate with subject matter experts, Delivery teams, product owners, client relationship managers, production monitoring teams, release operations, clients and third parties to fully understand and progress issues to resolution.

• Follow appropriate policy and procedures to ensure incidents are dealt with according to published SLAs.

• Engage in root cause analysis to identify trends and produce long term scalable root cause solutions.

• Support the transition between project support and production support for all change.

• Change management - Follow support procedures for delivery of configuration and data changes.

• Sharing knowledge, ideas and improvements across the support and wider FNZ teams.

• The role will cover extended business hours on a rotation basis.

• To undertake any other tasks as may reasonably be required to facilitate the smooth operation of the UAT and production environments.

Team Responsibilities

• Application Support – ensure that the application is working correctly as deployed.

• Issue Management – analyse, investigate and resolve incidents within published KPIs.

• Provide effective support of issues raised by FNZ clients for Figaro and other FNZ applications.

• Diagnose problems and analyse the system to both resolve issues and improve the service.

• Change Management – deliver changes to data and configuration where required, following all agreed change management procedures. 

• Project Handover – keep abreast of new projects coming through the pipeline to ensure knowledge is up to date prior to delivery into production.

Performance Assessment

KPI reporting – issue management performance against KPIs

Reliability – issue resolution failures must be minimised.

Customer/Internal Feedback - communication skills and accuracy of information/analysis may be assessed using feedback

Experience required

• 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 and proven problem-solving abilities.

• 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.

• 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.

The application deadline is 03/02/2025. Early applications are highly encouraged, as we will begin reviewing submissions as they are received. We look forward to hearing from you and exploring how you can make an impact with us!

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.