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System support analyst - Digital

Financial Ombudsman Service
London, GBR
Full-time
Hybrid
£53,000 to £58,000
Discovered 1 months ago
Application and systems supportITIL-aligned service managementDigital portalsWeb technologiesWeb content management systemsForm configuration

Full Job Posting

Role Overview

The Systems Support Analyst – Digital provides day-to-day technical triage, operational support, and vendor monitoring for the Financial Ombudsman Service's digital platforms.

The role supports business and consumer portals, the Digital Front Door complaint form, the website, and web applications such as the Interest Rate Calculator.

The analyst is the primary custodian of the digital support queue and tracks technical incidents and defects.

Employment and Salary

  • The role is permanent and full time at 35 hours per week.
  • London salary is £53,000 to £58,000 depending on skills and experience.
  • Coventry salary is £47,000 to £53,000 depending on skills and experience.

Workplace

  • The role can be based in London or Coventry.
  • The permanent hybrid policy requires staff to work at least four days across a fortnight in the office.

Responsibilities

  • Lead day-to-day support and optimization of digital platforms, including incident management and configuration fixes.
  • Diagnose technical issues, including data transmission errors and user-interface bugs, and work with IT and business teams on resolution.
  • Log, escalate, and monitor tickets for external AMS providers and verify their deliverables.
  • Analyze support trends, identify root causes, automate processes, and improve system resilience and user experience.
  • Coordinate testing, deployments, enhancements, and third-party supplier delivery.
  • Coach colleagues, share knowledge, develop documentation, and support digital skills growth.
  • Collaborate with internal teams, software providers, and stakeholders on digital delivery and prioritization.
  • Support accessible, inclusive, reliable services aligned with organisational objectives.

Minimum Criteria

  • Experience delivering operational application or systems support within an ITIL-aligned service environment.
  • Experience with third-party technical service providers, including ticket logging, fix validation, and SLA tracking.
  • Practical knowledge of web technologies, form configuration, web content management systems, and data integration methods.
  • Demonstrable problem-solving experience and a methodical approach to diagnosing system faults and application errors.

About the Organisation

The Financial Ombudsman Service is an independent, not-for-profit organisation that resolves disputes between consumers or small businesses and financial service providers.

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