System support analyst Digital

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Systems Support Analyst Digital

Join a team wherePurposedrives everything we doAmbitionfuels our growth Respectshapes our culture and Trustbuilds our foundation.

Were not just hiring were inviting you tobuild the futurewith us. If youre 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 Londondepending on skills and experience

Salary range Coventrydepending on skills and experience

Reporting to: Systems Manager Digital

By joining our team youll 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 services 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 escalate 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 Youll 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 youll need to show us that youve got the skills and capabilities. Youll 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 structured test scripts and managing UAT cycles before technical changes are pushed into live production environments.

Why Youll 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. You can learn more about our values here: Work your way remote hybrid or in-office

We also offer an attractive competitive salary and flexible benefits to suit our people. Heres 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

Lets Make This Easy.
Apply in a few minutes:

Please attached a copy of your CV by Midnight on Sunday 4th October.

miss out be part of the journey and take advantage of this opportunity.

Authenticity of applications

We welcome the responsible use of AI to support application preparation. Any CV or supporting statement should still represent your own experience knowledge and achievements enabling us to gain a genuine understanding of what you would bring to the role.