Job Title: Service Analyst
Division: Data, Technology and Innovation
Department: Digital Product
1. Salary: National (Edinburgh and Leeds) ranging from £43,100 to £50,266 and London from £47,300 to £55,116 per annum (salary offered will be based on skills and experience)
2. This role is graded as: Associate level 8 – Regulatory
3. Your recruitment contact is Benjamin via k. Applications must be submitted through our online portal. Applications sent via social media or email will not be accepted.
About the FCA and team
We regulate financial services firms in the UK, to keep financial markets fair, thriving and effective. By joining us, you’ll play a key part in protecting consumers, driving economic growth, and shaping the future of UK finance services.
The Data, Technology and Innovation (DTI) division enables the FCA to be a digital-first, data-led smart regulator by delivering a secure, agile, and cost-effective technology and data ecosystem that drives better decisions, transparency, and operational efficiency.
Sitting within DTI, the Digital Delivery Hub digitally transforms the FCA's regulatory services to efficiently meet the needs of all stakeholders.
Role responsibilities
4. Supporting the Digital Delivery Hub core team in delivering commitments and roadmaps, providing structured coordination across Gateway Forms, the Forms Portfolio workstream and The Register
5. Enabling longer-term operational stability by working across DDH services to maintain reliable digital products that support FCA outputs and provide a consistent experience for regulated firms
6. Processing and cataloguing requests from varied sources into ServiceNow, ensuring timely maintenance of core documentation including Service Models
7. Advancing incident progress by tracking unresolved issues, encouraging SLA compliance, and keeping teams informed
8. Advancing problem resolution by collaborating with the problem management team to help guide fixes and support cross team coordination
9. Identifying patterns and areas for improvement by working alongside Service Managers to analyse incident trends
10. Improving delivery governance by supporting the Release Manager in meeting timelines for software fixes and formal release processes
11. Coordinating end-to-end release activity across multiple platforms, helping Service Managers balance incidents across Gateway, RCP and CBRE while supporting multiservice release alignment
Skills required
Minimum:
12. Demonstrated experience navigating and fully utilising the ServiceNow application to support service operations
13. Ability to work effectively within a high-energy software development environment
14. Experience of applying the ITIL Framework (V3 or V4) in day-to-day service management activities
Essential:
15. Understanding the nature of the support model and be able to contextualize the way that the service is put together
16. Prioritising workload, tracking progress and holding management and team to account, with confidence and understanding stakeholder relationships
17. Detail orientated mindset will be required to ensure compliance with governance structures and reporting lines
18. knowledge of the digital industry and the latest technology and practices in software development, support and release, willing to learn new skills
19. Ability to think creatively and approach challenges from multiple perspectives, rather than relying on a single directional mindset
Benefits
20. 25 days annual leave plus bank holidays
21. Hybrid model where employees work a minimum of 40% in the office each month (expectation of 50% for senior leaders). Changing from September to a minimum of 50% in the office each month (expectation of 60% for Directors and Executive Directors)
22. Non-contributory pension (8–12% depending on age) and life assurance at eight times your salary
23. Private healthcare with Bupa, income protection, and 24/7 Employee Assistance
24. 35 hours of paid volunteering annually
25. A flexible benefits scheme designed around your lifestyle
For a full list of our benefits, and our recruitment process as a whole visit our benefits page.
Our values & culture
Our colleagues are the key to our effectiveness as a regulator. We are committed to fostering a diverse and inclusive culture: one that’s free from discrimination and bias, celebrates difference, and supports colleagues to deliver at their best. We believe that our differences and similarities enable us to be a better organisation – one that makes better decisions, drives innovation, and delivers better regulation.
If you require any adjustments due to a disability or condition, your recruiter is here to help - reach out for tailored support.
We welcome diverse working styles and aim to find flexible solutions that suit both the role and individual needs, including options like part-time and job sharing where applicable.
Disability Confident: our hiring approach
We’re proud to be a Disability Confident Employer, and therefore, people or individuals with disabilities and long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process. In cases of high application volumes, we may progress applicants whose experience most closely matches the role’s key requirements.
Useful information and timeline
26. Advert Closing: 6th April at 11:59pm
27. CV Review/Shortlist: 8th April
28. First Stage Interviews W/C: 13th April
29. Second Stage Face to Face Interviews commencing 28th April – 29th April in London, 30th April – 1st May in Leeds and 5th May in Edinburgh
30. Your Recruiter will discuss the process in detail with you during screening for the role, therefore, please make them aware if you are going to be unavailable for any date during this time.