• Service Analyst - Production Support

    Job Locations CZ-Brno
    # of Openings
    Position Type
    Permanent Full-Time
  • Role Description

    This role provides application support for FNZ business; 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 all FNZ’s customers.


    The role works closely with the Service managers to deliver a high quality service to our customers.


    Organizational Design

    The position is part of the regional Production Support department and reports to the regional Head of Production Support. The role can be located in either the Edinburgh, UK office or Brno, Czech Republic office.


    The role provides the Production Support service to the regional Service Manager.


    Team Responsibilities

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

    Issue Management – analyse, investigate, and allocate for resolution and closure for all issues.

    Change Management – support testing and release process for production fixes.

    Project Handover – facilitate the transition between project support and production support for all change.

    Service Support – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations.


    Specific Role Responsibilities

    Provide the interface between the Production Support team and the Service Management team. This includes:

    • Working with the service managers on client escalations and to ensure. the service is of the highest quality to those clients.
    • Escalating issues to the Head of Production Support as required.
    • Attend client meetings.


    Perform the issue management service for clients. This includes:

    • Managing all incidents, analysis and response to issue log items, problems and root cause analysis.
    • Managing the response time for all incidents within SLAs for the client.
    • Ensuring temporary and permanent fix times are within SLAs for the client.
    • Organising a team of production support analysts to monitor, diagnose, perform root cause analysis of issues.
    • Working with developers and testers to ensure that production fixes and business process changes are fit for purpose.
    • On a rotation, work on-call to support the out of hours service provided by Production Support.
    • Collaborate with colleagues, operational/client-servicing staff and other users to produce long term scalable root cause solutions that adhere to procedural and regulatory compliance requirements.

    • Support other Service Support analysts to ensure that the service is maintained across the client base.


      Other tasks: To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment.


    Experience Required

    • University degree.
    • Intermediate computer skills and basic knowledge of SQL.
    • 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.
    • 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.
    • Proven problem-solving abilities.
    • Ability to effectively prioritize and execute tasks in a high-pressure environment.
    • Experience in Finance, IT or project management desirable but not essential.
    • 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.

    FNZ Offer

    • Challenging work in a highly successful, rapidly growing, global business.
    • Friendly, open, multicultural working environment.
    • Competitive salary scheme.
    • Global career opportunities for our best employees at any of our offices in the UK, Australia, NZ and Czech Republic.

    About FNZ

    FNZ is a global financial technology and asset servicing provider which powers the wealth management, administration and custodian platforms for some of the world's leading financial institutions. These customers include life insurers, retail and private banks, asset and wealth managers and financial adviser groups based across the UK, Europe, Asia, Australia and New Zealand.


    We believe that enhancing client engagement, lowering costs, delivering a seamless service and enabling personal solutions are key to helping people achieve their financial goals. We partner with major financial institutions to enable them to provide wealth management services to their clients across direct, intermediated and workplace channels that reflect these principles.


    We develop long-term partnerships with our customers to enable them to get to market quickly with a market-leading digital proposition, transform their customer service offering and grow assets under management across multiple distribution channels.


    Our customers include AMP, ANZ, Aviva, AXA Wealth, Bank of New Zealand, Fideuram Vita, HSBC, Mercer, National Australia Bank, HSBC, Santander, Santander Asset Management, Standard Life, UBS and Zurich.  In all we partner with 42 institutional customers worldwide. 


    FNZ employs over 1,000 people with offices in Edinburgh, London, Bristol, Brno (Czech Republic), Shanghai, Hong Kong, Singapore, Sydney, Melbourne and Wellington.



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