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.

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.

Role Responsibilities:

• Monitor issues log - to maintain the quality of information on the issue log to allow for full investigation, resolution, and closure of all queries.
• Diagnosis and Problem Solving - identify, troubleshoot and resolve production issues.
• 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.
• Work with developers, analysts and testers to ensure that production fixes and business process changes are fit for purpose.
• Other tasks - undertake any other projects/tasks as may reasonably be required to facilitate the smooth operation of the production environment.

• English on at least communicative level.
• University degree in IT, Finance or similar.
• Technical support, investigative and troubleshooting and dealing with issues experience.
• Intermediate computer skills and basic knowledge of SQL.
• Ability to learn quickly in a dynamic fast-paced industry.
• Self-motivated, confident, and a delivery focused working style.
• Problem-solving abilities and keen attention to detail.
• Excellent organisation, administration and time management skills.
• Good team communication skills, confident in dealing with internal and external clients.
• Experience in Finance, IT or project management desirable but not essential.

FNZ is a global FinTech firm, transforming the way financial institutions serve their wealth management customers.  We partner with banks, insurers and asset managers to help consumers better achieve their financial goals.  The business has grown rapidly in recent years, as its institutional customers have used FNZ’s platform to improve transparency, choice and drive down long-term costs for consumers of wealth management products across all segments: from mass-market workplace pensions to mass-affluent and high-net-worth clients.

Today, FNZ is responsible for over £330 billion in assets under administration (AuA) held by around 5 million customers of some of the world’s largest financial institutions, including Standard Aberdeen, Santander, Lloyds Bank, Vanguard, Generali, Barclays, Quilter, UOB, Aviva, Zurich, UBS, BNZ, Findex and FNZC. In total, FNZ partners with over 60 financial institutions across the UK, Europe, Australia, New Zealand and South-East Asia.  The company has over 1,400 employees in the UK, Czech Republic, Shanghai, Singapore, Australia and New Zealand.