Location: Newcastle‑upon‑Tyne (Hybrid – commutable distance required)
Role Overview
FNZ is seeking a Product Support Analyst to join the Customer Service Centre (CSC), providing second‑line production support to internal and external clients using the FNZ Figaro platform. The role is responsible for investigating, diagnosing and resolving client incidents, ensuring outcomes are delivered in line with agreed Service Level Agreements (SLAs).
This role plays a critical part in maintaining platform stability and client service, working closely with internal teams, subject matter experts and third‑party providers. The Product Support Analyst is accountable for owning incidents through to resolution or handover, maintaining clear communication with stakeholders throughout.
Key Responsibilities
Incident & Issue Management
* Investigate production issues to determine whether behaviour is expected, a defect or an enhancement, liaising with clients as required.
* Analyse and diagnose incidents to identify root cause, escalating to third‑line support for code changes where necessary.
* Where no code change is required, take ownership of resolving the issue to the client’s satisfaction, including proposing workarounds or data fixes where appropriate.
* Ensure incidents are managed in line with published SLAs and internal support processes.
* Provide clear, timely updates to CSC management and stakeholders, particularly for P1 and high‑profile incidents.
Stakeholder & Client Engagement
* Work collaboratively with Subject Matter Experts, Product Owners, Client Relationship Managers and third parties to progress issue resolution.
* Act as a key point of contact for clients, suppliers and third‑party support teams as required.
* Maintain a professional, service‑focused approach in all client interactions.
Service & Continuous Improvement
* Participate in root cause analysis to identify trends and recommend service improvements.
* Share knowledge, ideas and best practice across the Customer Service Centre and the wider FNZ organisation.
* Support effective project‑to‑production handover for platform‑related changes.
Operating Model
* Provide client support coverage between 8am and 6pm, working a rota pattern of 8am–5pm (early) and 9am–6pm (late).
Team Responsibilities
* Issue Management: Provide effective support for issues raised by clients across FNZ Figaro and other FNZ applications.
* Service Management: Support service usage to meet client business requirements within agreed SLAs.
* Application Management: Diagnose system issues to resolve incidents and improve overall service quality.
* Project Handover: Facilitate the transition from project delivery into production support.
Experience, Skills & Knowledge
Essential
* Degree qualified (2:1) or equivalent experience.
* Strong analytical and problem‑solving capability, with high attention to detail.
* Ability to prioritise and execute tasks effectively in a fast‑paced, high‑pressure environment.
* Confident, self‑motivated and delivery‑focused working style, with the ability to take initiative.
* Excellent organisational, administration and time‑management skills.
* Clear and effective written and verbal communication skills.
* Comfortable working as part of a high‑performing team.
* Interest in, or familiarity with, financial markets and financial products.
Desirable
* ITIL certification or working knowledge of ITIL principles.
* Experience working in a regulated or financial services environment.
This role is based in Newcastle‑upon‑Tyne and operates on a hybrid working model. The role is suited to candidates within reasonable commuting distance who are comfortable working within a rota‑based support environment.
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