Implementation and Support Consultant

Implementation & Support Consultant

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. 

MSO

Mortgage Sales and Originations (MSO) is recognised as the most advanced end-to-end software of its kind on the market and has transformed mortgage lending in the UK. With a modern and responsive user interface and modular API architecture, MSO helps lenders deliver best-in-class customer experiences. Its powerful automation engine optimises straight-through processing, improving overall operational efficiency by reducing time spent on common tasks. 

Our clients include some of the largest mortgage lenders in the UK and MSO supports £ multi-billion of lending every year.  We host our clients on our scalable cloud platform with a modular, microservices architecture with open APIs enabling smooth integration into lenders’ ecosystems. 

Role Overview:

The primary purpose of this role is to be an expert and key player in providing Implementation and Support services to our MSO clients - this includes being either the implementation or configuration specialist throughout all stages of delivery of MSO, through to post go live BAU support of the clients implementation.

About you:

• ISEB Accreditation in Business Analysis, or equivalent Business Analyst experience
• SQL knowledge
• Must have worked in a financial services environment
• Experience of at least 2 major projects through the life cycle of development and into production, or experience of business readiness of 2 new clients going live into production .
• Experience of taking ownership of project or support tasks and ensuring successful delivery.
• Able to distinguish and understand the underlying business needs of internal and external stakeholders from their requests.
• Able to critically evaluate information gathered from multiple sources, reconcile conflict and decompose high-level information into a detailed consolidated whole.
• Experience of front line live support activity - in particular dealing with high priority live issues in a calm manner to ensure swift resolution
• Good knowledge of the business and software environments, including regulatory regimes.
• Good detailed knowledge of development processes, deliverables, methods and tools.
• Exposure to Source Control, Release Management, Testing and Task Management
• Knowledge of Waterfall and Agile development lifecycles and methods.
• Good knowledge of relational databases, SQL, JSON & XML
• Good knowledge of MSO documents & configuration artefacts

Desirable Skills

• Experience of Configuration activity
• Experience in financial services (Mortgages, Life Insurance, Retirement, Wealth Management) would be
• desirable.
• Good interpersonal skills with the ability to communicate at all levels in a resolute but diplomatic manner.
• Good presentation skills
• Commercially aware
• Ability to be adaptable and able to change activities within the project without direct supervision
• Excellent forensic and problem solving skills
• An eye for detail coupled with a focus on quality
• Proven ability to work well on an individual basis and within a team
• Ability to prioritise activities against an agreed plan
• Robust & resilient e.g. able to stand own ground, able to deliver bad news (diplomatically) to senior management, willing to challenge the viability of a business case
• Able to provide timely and professional response to queries raised within Service Level Agreements

What will you be doing?

Accountabilities & Deliverables

• Acting as an SME (subject matter expert) for all aspects of MSO Configuration or Support activities
  
• Engagement with clients, defining and supporting their implementation requirements throughout the full delivery lifecycle, including all aspects of configuration gathering, preparation and delivery assurance, if configuration focused
  
• Development and delivery of client data configuration scripts & other configuration artefacts (e.g. docs), and the assurance/verification thereof, if configuration focused
  
• Actively promoting awareness and sharing knowledge of configuration
  
• Supporting multiple client implementations work streams, pro-actively assisting other members of the Implementation & Support team as and when required
  
• Actively promoting awareness and sharing knowledge of configuration across all teams - including working with Product Engineering to ensure a joined up and efficient approach to client configuration
  
• Actively involved in the coordination and scoping of all implementation deliveries & builds - including hot-fix patches - preparing the release notes as required
  
• Creation of instructions to be followed by Client Delivery Technical Consultancy team - as required depending on location/ownership of relevant environment
  
• Report progress regularly, manage issues and risks proactively, escalating where appropriate in a timely manner
  
• Actively involved in incident management, bug triaging & defect management for live incidents and supporting the MSO live clients as defined in the client’s contractual support schedule
  
• Actively involved in bug triaging & defect management across client implementation work streams
  
• Testing and recreating the defect in the appropriate environment as applicable (whether client raised live / test or Iress raised live / test)
  
• Resolve complex issues, defects and queries raised at any phase during the delivery lifecycle, in a timely and professional manner.
  
• For live incidents, ensure forensic material is collated to assist in the resolution of the incident. Where any PII information is received from clients to assist incident triage, ensure it is controlled as defined in the GDPR Asset Information register
  
• Accurate maintenance and housekeeping of incident and bug records using the current incident / bug management software (MSO Connect / Jira) - including test recreation steps as and when required
  
• Developing and maintaining SQL scripts for investigation, configuration changes and live data fix purposes
  
• Engagement with clients, supporting their triage activities (similarly 3rd parties where appropriate)
  
• Provide off-site consultancy to clients for both Implementation and Support areas & supporting other client delivery team members (BCs, TCs, CDMs etc) as and when required
  
• Proactively manage stakeholder expectations, ensuring realistic achievable targets are set and managed.
  
• Actively supporting CR impact assessments, where appropriate.
  
• Actively supporting continual improvements, standardisation across clients, establishing efficiencies and optimising Implementation and Support processes
  
• Developing others and sharing knowledge around Implementation and Support practices and standards

Key Relationships

• MSO Clients - Working with our clients to support all areas of Implementation & Support as required, travelling off-site where required
  
• Implementation & Support Lead / Team Lead – working with the Implementation & Support management team to ensure all deliverables of the role are achieved
  
• Implementation & Support team – working in conjunction with all members of the Implementation & Support team, across various work streams; plus working closely with team members on improvement initiatives, remain aligned across projects and help develop consistent, repeatable & efficient processes
  
• Product and Engineering teams (particularly the Engineering Team Leads) – working with the Product and Engineering teams / ETLs during the adoption and support of product deliveries as well as where necessary in the triage and / or fix process
  
• MSO/Mortgages Consultancy – working with the Client Delivery BCs & TCs during various activities to ensure the client facing activities in particular are carried out in a consistent and joined up approach
  
• 
  

What will you get from joining the finova family?

Flexible Working:

• 25 days holiday in each calendar year plus bank holidays
• 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 multi-cultural 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. If you object to this, please email the People Team and we will remove you from our systems.