Application Support Analyst

Please note: participation in an on-call rota is required (approximately one week each month)

About finova & MSO

finova and MSO (Mortgage, Sales & Origination) combined are one of the UK’s largest cloud-based mortgage and savings software providers, supporting more than 60 leading lenders and 3,000 mortgage brokers. Our award-winning software suite includes origination solutions for mortgages and savings, servicing solutions for mortgages and savings, broker CRM solutions, and a range of solutions that connect lenders, intermediaries and consumers. Fast implementation and open architecture are at the centre of our technology, giving our customers the flexibility to integrate into their existing system or configure solutions to meet the needs of their business.

Core Banking Platform

finova’s Core Banking Platform includes the UK market-leading cloud-based origination software and integrated in-life servicing software. The platform supports mortgages, equity release, specialist lending, and savings. Over £75 billion has been originated through the system by our customers and over £27 billion of loans and savings are managed through the servicing platform.

The platform is designed for fast implementation and facilitates day-to-day banking operations. Utilising the latest technology, the API-led platform seamlessly integrates with over 20 third-party applications, enabling financial institutions to self-configure the platform effortlessly and efficiently to meet the rapidly changing demands of the market.

About the role:

The successful candidate will be proactive and adept at problem solving. Working as part of finova’s Service Desk Team, they will provide exceptional service desk support to all finova clients. You will be involved in triage and resolution of issues, provide detailed analysis and documentation where needed, and collaborate with 3rd party service providers. You will update our ticketing system, contribute to the Knowledge Base, and execute minor releases and SQL scripts. They are also happy to participate in an on-call rota, a maximum of one week each month.

About you:

Experience in dealing with clients and use of ticket logging systems
Excellent organisational and communications skills
Knowledge of business banking processes and offerings, ideally across mortgage and savings products
Interfacing with 3rd party application service providers
Ability to create and maintain documentation
Ability to work well in a team environment, listening to guidance from your peers and leadership teams to reach the desired outcome
You will be a disciplined, thorough, and meticulous individual who puts the needs of the client first to ensure top quality results
Experience in financial systems, preferably mortgage and/or savings systems
Good knowledge of Excel data manipulation will be advantageous
You will be asked to contribute to a 'feedback loop system' as a part of our continuous improvement cycle. Improving our products and services and ensuring our in house teams hear about technical challenges directly

What you will be doing:

Perform initial triage against all client Production Incidents and, where possible, manage these through to resolution by providing advice and guidance or correction/recovery through the use of known issue workaround(s) or procedure reruns
Perform a detailed analysis of issues when needed, collect and collate evidence and/or diagnostics and prepare a work request submission for the relevant Project/Development team
Interface with 3rd party application service providers
Co-ordinate and record any other activities, and SMEs required to resolve issues
As well as updating all Issue activity via the Ticketing system, you will contribute articles to the Knowledge Base and Operational Procedures documentation to support other colleagues
Working directly with the Project/Development teams, minor releases will need to be performed, typically executing SQL scripts. You will also need to make minor configuration changes following directions from Project/Development teams.
As part of the above processes, you will perform essential MS SQL, such as executing pre-supplied scripts and writing basic enquiry scripts
An on-call rota is in place; you will be expected to participate in this rota once the relevant experience has been gained
Attend and contribute to client meetings as required – in time, potentially owning some review meetings

What will you get from joining the finova family?

Flexible Working:

25 days holiday in each calendar year plus bank holidays
On-call rota allowance + overtime pay, in addition to base salary
Bank Holiday trading: flexibility to work bank holidays and take another day off that fits your values, beliefs or celebration calendar better
Increasing your work life balance, holiday trading allows employees to buy an extra 5 days holidays
Work from anywhere in the world for up to 4 weeks a year
We recognise the importance of juggling family and work life therefore finova offer a flexible hybrid working policy
We’re open to applicants from all walks of life, please feel free to ask us if you require flexible working and we’ll do our best to accommodate

Looking After You:

Life Assurance, Group Income Protection and Private Medical Insurance
Pension scheme via Salary Exchange
Employee Assistance Programme with counselling sessions available
Virtual GP to save you time in trying to get an in-person appointment

Family Friendly policy:

Enhanced maternity and paternity pay
Paid time off for fertility treatments and pregnancy loss

Extra Perks:

Cycle to Work Scheme
Access to a huge range of benefits & discounts for shops, restaurants and gym memberships
Free fresh fruit daily
Share your passions and Interests with like-minded people through our colleague networks and social groups - from book clubs to fitness challenges and group parties

Giving you the chance to give back:

Give-As-You-Earn scheme allowing you to support your favourite charities straight from your monthly salary
One days paid volunteering day a year

Equal Opportunity Statement

Diverse teams really are the best teams, we promote a working environment in which diversity is recognised, valued, and encouraged. We acknowledge the multicultural and diverse nature of the UK workforce and society in general. We are committed to principles of fairness and mutual respect where everyone accepts the concept of individual responsibility. Our policy seeks to ensure job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this throughout the entire employee lifecycle.

We know that some candidates (and, from the research we've seen, especially women) may feel less inclined to apply for a role if they don't quite meet every requirement of the role. If you like the look of a role but you're not 100% sure if your skillset will meet our requirements, please reach out and we will be happy to talk through your experiences.

Personal Data

finova retains applicants’ personal data on our HR System for the purpose of reviewing and evaluating applications and contacting candidates to discuss job opportunities. For unsuccessful candidates, finova will retain your personal data and CV for the duration of 6 months.

For more information on how we collect and use your information please see: https://www.finova.tech/privacy-statement