Technical Support Analyst

Technical Support Analyst

We're looking for a specialist to provide expert input and direction on the technical development and maintenance of several key business systems. You'll bring deep experience in technologies such as MS Access and SQL to help shape and support our solutions. If this sounds like the right fit for you, we'd love to hear from you.

Contract: FTC (9 months)

Salary: Circa £53,300 (Dependant on experience)

Working hours: 35 hours per week, full-time

Reporting to: Digital Product Manager

Location: London Docklands – Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.

The Financial Ombudsman Service has been resolving customer complaints since 2001. Our service is free for consumers to use and over 1 million people contact us every year. The last few years have seen the Financial Ombudsman Service embark on an organisation-wide transformation journey. The Technical Support Analyst is directly responsible for a number of our core casework-facing business applications, which requires working collaboratively with the wider Business Applications Team.

You'll provide specialist in-depth input and direction on the technical development and maintenance of some of our business-important systems (utilising expert technical experience in software such as MS Access and SQL), as well as providing technical support to the business. You'll be our 'go to' person for issues that need resolving with our tools, working closely with your manager and the relevant stakeholders.

You'll lead on sharing your considerable knowledge of specialist technology with the wider team, often providing training and guidance to those less experienced, in order to develop their own skills. You'll also lead on creating and maintaining key systems and process documentation around the tools that you're responsible for – including high-level designs, low-level designs, process maps and product pipelines – to help build operational resilience within the team.

This work crosses the whole organisation – working with subject-matter experts within casework and operational support, the wider IT department, knowledge teams and communities, and other enabling functions.

Key Responsibilities

• Working with all areas of IT to maintain and fix bugs in core tools, including relating to MS Access forms, queries, reports, macros and tables – which will help our caseworkers to operationally function
• Leading on creating and maintaining systems documents, including high-level designs, low-level designs, process maps and product pipelines – and share this documentation and knowledge with the wider team
• Ensuring tool updates are delivered on time, and to a high standard of quality
• Assisting the Digital Product Manager with planning future work and strategies
• Keeping your technical and subject-matter knowledge up-to-date, and sharing this knowledge and best practices with colleagues, including maintaining standards and keeping key documentation up-to-date, and historic copies ordered and archived
• Communicating clearly and effectively – particularly when gathering requirements and promoting releases of new updates and tools, which often involve presenting proposed releases to stakeholders across different levels of the organisation, including working with senior managers, ombudsmen and caseworkers – and handling sensitive information tactfully
• Translating business requirements into technical solutions
• Understanding how the pieces of our systems and other business applications fit together to create the bigger picture and how items relate to each other within the systems
• Organising yourselves and the rest of the team, so that the team's key objectives are met, as set out by the Digital Product Manager
• Completing BAU tasks when required to be done
• Making sure we're delivering a fair and efficient service, which reflects the diversity of our customers and our people, through everything we do

To be considered for this role, you'll need to show us that you've got the skills and capabilities. You'll have to meet the following minimum criteria:

• Substantial experience in Microsoft Access, particularly relating to UI, forms, queries, reports, macros and VBA (Visual Basic for Applications) coding
• Proficient in SQL and database management
• An ability to pay close attention to detail, always seeking to achieve the highest standards possible, including ensuring a high standard of customer service by managing Service Level Agreements
• Previous exposure to adopting unfamiliar concepts and processes quickly and comprehensively, and be adaptable to change on short notice
• Making key decisions under pressure, to ensure that we deliver products on time and do what we say we'll do
• An appreciation of the 'bigger picture' of your work and how it impacts on our customers, both directly and indirectly
• Experienced and passionate knowledge sharer, who actively seeks to keep your technical knowledge up-to-date and spreads best practices, to achieve a high standard of quality
• An effective communicator, understanding business needs quickly, and being able to work collaboratively with a range of different stakeholders – including engaging closely with the stakeholders, being able to explain highly-technical concepts and processes in layperson's terms, and facilitating the working towards group objectives – from a team, departmental and wider Service perspective

Desirable:

• Proficient in SQL and database management, as well as additional experience in Microsoft Power Platform, particularly Power Apps and Power Automate, SharePoint
• An understanding of financial services, specifically casehandling processes.

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here.

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here's a list of some of the many benefits and perks you can get for working with us:

• 25 days holiday entitlement, with the option to buy extra or sell days
• Generous pension
• Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave
• Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
• Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
• Employee Assistance Programme
• Extensive opportunities for personal and career development
• Nationwide gym membership discounts, and a fully equipped on-site gym open 24/7 in London
• Extensive Well-being resources including on-site therapists (London office only)
• Beautiful and bright London office looking over the Thames and near to mainline stations
• Our employee led networks (a couple of examples being our Women's Network, Carers network, and Neurodiverse Network) do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!

How do I apply?

• Please upload your CV, which should highlight your relevant skills and experience.
• A supporting statement/Cover letter is not essential, but always welcomed.

This advert will close at Midnight on Sunday, 31st August 2025. Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now.

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the recruitment process.

We're proud to be an inclusive employer. We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We're committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we're diverse and inclusive, we'll better understand different perspectives, which is fundamental to our job resolving financial complaints.

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate's CV/supporting statement.