Production Support Analyst

Role Description

The Support Analyst role sits within the Delivery Department, part of the Analysis & Testing team and is a key role working with clients and the delivery teams.

They are responsible for supporting client test activities particularly User Acceptance testing, accurately and timely processing client requests that include but are not limited to:

• data manipulation such as adding new or changing existing records that would have been done in a production like-environment by the Back Office operations users or time-based triggers

• user management such as creating new users or altering accesses

• data extracts using Back office or database queries

• performing back-office operations tasks such as processing corporate actions, dealing, pricing, etc that would have been in a production environment done by Operations team.

They must have a good understanding of the FNZ’s platform capabilities,

FNZ processes and procedures to best support our clients, focusing on introducing efficiencies within their processes and collaborate with the wider delivery team to identify and implement improvements not only to their processes but also to the processes of the client where possible.

There is an expectation that the Support Analyst will learn about our application, our business and the industry we operate in as well as the range of test tools and methodologies we use to support our business without limitation to the analysis support tasks and processes. 

They will have to proactively ensure they use provided materials, internal and external resources and the available support systems (line manager, assigned buddy, experienced colleagues) to increase their knowledge and skills beyond the must-haves for their day-to-day activities.

Specific role responsibilities

The key activities include but are not limited to:

• Perform high-volume and accurate data entry.

• Supporting our clients testing activities using the agreed tools and systems such as Jira, providing timely and accurate updates

• Manually updating data as required though the Database queries or FNZ Back Office

• Provide reports or data extracts to our clients upon request (using Back Office reports or SQL queries)

• User access management (update/add/remove users) upon client request

• Investigating and analysing issues that might have occurred during their own processing and working with the FNZ delivery team for timely resolution

• Detect and correct errors within the processes executed and ensure any documentation defining those is up to date

• Proactively work alongside FNZ Analyst Testers to understand and document any new processes that will be required in analysis support

• Prioritise identification of process improvements and efficiencies, working with the wider teams to deliver these (for example automation, bulk processing) and owning them to implementation (demonstrating initiative and ownership)

• The Support Analyst will learn about our applications, our business and the industry we operate in as well the range of test tools and methodologies we use to support our business. 

• They will have to proactively ensure they use provided materials, internal and external resources and the available support systems (line manager, assigned buddy, experienced colleagues) to increase their knowledge and skills.

Experience required

• Student of IT or similar.

• Strong communication skills in English and Spanish

• Knowledge of principles of software development, HTML and SQL would be an advantage.

• Ability to understand, validate and interpret data.

• Adapt well to change with an ability to absorb and retain new information.

• Analytical thinking, good communication, strong attention to detail, organisation and time management skills.

• Confident, able to apply a structured approach.