Service Analyst

hace 2 semanas


Madrid, Madrid, España FNZ A tiempo completo
Role Description


FNZ is the market leading provider of technology and administration services to major financial institutions in the platform and wealth management sectors across the globe.

We partner with life companies, banks, asset managers and discretionary wealth managers to enable them to develop and distribute financial products and services to their customers across all major distribution channels.

The role works closely with the Service managers to deliver a high-quality service to our customers.

Organisational Design

Production Support sits within the COO function of FNZ.

This position is part of the Regional Production Support department and reports to the Head of EU Production Support.

The role is located in Madrid.

Team Responsibilities

Issue Management - analyse, investigate, and allocate for resolution and closure for all issues

Change Management - support guidance for testing and release process for production fixes

Project Handover - facilitate the transition between project support and production support for all change

Service Support - support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations

Specific Role Responsibilities

Provide the interface between the Production Support team and the Service Management team. This includes;- Working with the service managers on client escalations and to ensure the service is of the highest quality to those clients- Escalating issues to the Head of Production Support as required- Attend client meetings

Perform the issue management service for clients. This includes;- Managing all incidents, analysis and response to issue log items, problems and root cause analysis- Managing the response time for all incidents within SLAs for the client- Ensuring temporary and permanent fix times are within SLAs for the client- Organising a team of production support analysts to monitor, diagnose, perform root cause analysis of issues- Working with developers and testers to ensure that production fixes and business process changes are fit for purpose- On a rota, work on-call to support the out of hours service provided by Production Support

Collaborate with colleagues, operational/client-servicing staff and other users to produce long term scalable root cause solutions that adhere to procedural and regulatory compliance requirements;

Support other Service Support analysts to ensure that the service is maintained across the client base.

Other tasks:

To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment.

Performance Assessment

KPI reporting - issue management performance against KPIs

Availability - uptime during core and non-core hours

Performance - performance metrics during core and non-core hours

Reliability - test results and performance during real failure events

Experience required

  • Fluent Spanish and English
  • University degree qualified (2.1) or equivalent.
  • Experience within Financial Industry and Wealth management products/services is valuable.
  • Experience working with SQL or interest to develop this skill
  • Ability to learn quickly in a dynamic fastpaced industry.
  • Enjoy working as part of a highperformance team.
  • Passionate about creating innovative solutions for customers.
  • Highly logical.
  • Highly selfmotivated and directed, confident, independent, able to take initiative and with a delivery focused working style.
  • Superior analytical thinking and keen attention to detail.
  • Proven problemsolving abilities.
  • Ability to effectively prioritize and execute tasks in a highpressure environment.
  • Excellent organisational, administration and time management skills.
  • Good team communication skills, confident in dealing with internal and external clients.
  • Highly developed written and oral communication skills.
  • Interest / familiarity with financial markets and products.
  • About FNZ_
  • FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back._
  • We created wealth's growth platform to help. We provide a global, endtoend wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution._
  • We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA)._
  • Together with our customers, we help over 20 million people from all wealth segments to invest in their future._


  • Madrid, Madrid, España 1011 Amadeus It Group S.A. A tiempo completo

    Service Management Analyst page is loaded Service Management Analyst Apply locations Madrid time type Full time posted on Posted 2 Days Ago job requisition id R18030 Job Title Service Management AnalystSummary: Join our dynamic team as a Service Management Analyst , this is a senior role where you'll play a pivotal role in ensuring customer satisfaction,...


  • Madrid, Madrid, España Amadeus A tiempo completo

    Service Management Analyst page is loaded Service Management Analyst Apply locations Madrid time type Full time posted on Posted 7 Days Ago job requisition id R18030 Job Title Service Management AnalystSummary: Join our dynamic team as a Service Management Analyst , this is a senior role where you'll play a pivotal role in ensuring customer satisfaction,...

  • Service Desk Analyst

    hace 2 semanas


    Madrid, Madrid, España IPC Systems, Inc A tiempo completo

    IPC: Join Our Team as a Service Desk Analyst in Madrid, SpainSummary:Are you a client service professional with a passion for excellence? If so, we are looking for a Service Desk Analyst to join our global team at IPC. As a valued member, you will provide technical support to our clients, ensuring seamless operations and client...

  • Business Analyst

    hace 2 semanas


    Madrid, Madrid, España Santander A tiempo completo

    Business Analyst - OpenbankCountry: Spain**WHAT YOU WILL BE DOING**Product & Service Value Proposition Management Analyst

  • Service Desk Analyst

    hace 2 semanas


    Madrid, Madrid, España Indicia Worldwide A tiempo completo

    Job summaryThe Global ServiceDesk Team provides IT support for all users within Indicia Worldwide.You will be the first point of contact for all global service functions.As a Global Service Desk Analyst, you will provide frontline technical support across multiple business areas.Job seniority: entry levelResponsibilities Be the first point of contact for all...

  • Service Analyst

    hace 4 semanas


    Madrid, Madrid, España FNZ A tiempo completo

    Role DescriptionFNZ is the market leading provider of technology and administration services to major financial institutions in the platform and wealth management sectors across the globe. We partner with life companies, banks, asset managers and discretionary wealth managers to enable them to develop and distribute financial products and services to their...

  • Service Analyst

    hace 2 meses


    Madrid, Madrid, España FNZ A tiempo completo

    Role DescriptionFNZ is the market leading provider of technology and administration services to major financial institutions in the platform and wealth management sectors across the globe. We partner with life companies, banks, asset managers and discretionary wealth managers to enable them to develop and distribute financial products and services to their...

  • It Service Desk Analyst

    hace 2 semanas


    Madrid, Madrid, España Indicia Worldwide A tiempo completo

    Who are we? Nice to meet you, we're Indicia Worldwide. We are a global data and technology led marketing agency who work with some of the world's biggest brands. We see ROI where others don't. We are the only agency that combines creative, data and technology talent with production and procurement expertise to improve your marketing performance and...

  • Service Desk Analyst

    hace 2 semanas


    Madrid, Madrid, España Ipc Systems, Inc A tiempo completo

    IPC is a fintech company that focuses on the human element.Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity.Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global...


  • Madrid, Madrid, España Axiom Software Solutions Limited A tiempo completo

    Role: Service Now CSM Business AnalystLocation: Madrid Spain (2-3 days weekly onsite)Role Type: ContractDescriptionMain activities and accountabilities:The SN Business Analyst we are looking for:Gathers, analyzes and reviews internal customer requirements, helps in maintaing a backlog in collaboration with the external vendor and other Product Owners /...

  • IT Service Desk Analyst

    hace 2 semanas


    Madrid, Madrid, España Indicia Worldwide A tiempo completo

    Who are we? Nice to meet you, we're Indicia Worldwide. We are a global data and technology led marketing agency who work with some of the world's biggest brands. We see ROI where others don't. We are the only agency that combines creative, data and technology talent with production and procurement expertise to improve your marketing performance and...

  • Business Analyst

    hace 2 semanas


    Madrid, Madrid, España Resource On Demand A tiempo completo

    We often fill jobs before they're advertised, get an email as soon as we get a new job matching your search criteria.Are you a Business Analyst with experience of Data Governance?Are you fluent in Spanish and English?If, yes, then we would love to hear form you.Our client are a global digitial service provider, who is a multi-cultural employer, and is...


  • Madrid, Madrid, España Western Union A tiempo completo

    Customer Service Quality Assurance Analyst - Madrid, Spain**Do you thrive on working in an environment where the customer is a top priority? Are you detailed oriented with a desire to achieve the best quality? Are you interested in joining a brand-new team, and a business that's on the move? If so, then it's time to join Western Unions' new Digital Banking...

  • Business Analyst

    hace 2 semanas


    Madrid, Madrid, España Resource On Demand A tiempo completo

    We often fill jobs before they're advertised, get an email as soon as we get a new job matching your search criteria.Are you a Business Analyst with experience of Data Governance?Are you fluent in Spanish and English?If, yes, then we would love to hear form you.Our client are a global digitial service provider, who is a multi-cultural employer, and is...

  • Service Business Analyst

    hace 2 semanas


    Madrid, Madrid, España Vestas A tiempo completo

    Region MED > SBU MED Service > Operations Mgt. Office & Capacity Plann.Service Department is responsible for the smooth running of our customer's wind farms, ensuring the highest performance levels from each turbine for its entire lifespan. It works to ensure that the turbines are operational to their maximum capacity, delivering the best possible energy...


  • Madrid, Madrid, España Western Union A tiempo completo

    Technical Service Desk Analyst - Madrid, SpainDo you thrive on working in an environment where the customer is your top priority? Are you a tenacious problem solver and tech savvy? Are you interested in joining a brand-new team, and a business that's on the move? If so, then it's time to join Western Unions' new Digital Banking Hub.Western Union powers your...

  • Business Analyst

    hace 2 semanas


    Madrid, Madrid, España SAVE by Phone Service Center A tiempo completo

    We are a leading high-tech electronic device repair services company, with French parent company, and a fast-growing presence in the Spanish market. We pride ourselves on delivering quality solutions and exceptional service to our customers, and we are looking for a passionate Business Analyst to join our team and be part of this exciting journey.TareasWhat...

  • Technical Analyst

    hace 2 semanas


    Madrid, Madrid, España Wiseenergy Group A tiempo completo

    Working as part of WiseEnergy 's Global Technical Operations Team you will be part of an international team with members in UK, US, Spain, Portugal, Italy, Chile, Poland and India. The core of this role is daily supervision and analysis of the performance of the solar plants, daily monitoring, incident tracking and resolution, performance analysis and issue...

  • Business Analyst

    hace 2 semanas


    Madrid, Madrid, España SMX USA A tiempo completo

    Business Analyst - Salesforce & Event Organizer IntegrationRole Description:This BA/PM person would work with the Salesforce/Alexandria team as well as the WeConvene provider and internal IT teams toDesign the flows to be integrated with Salesforce (Client contact details, Roadshow schedule, Roadshow feedback)Define the project scope and obtain estimates...


  • Madrid, Madrid, España UST A tiempo completo

    Seguimos buscando talento...y nos encantaría que te unieras a nuestro equipo Para que nos conozcas algo mejor, UST es una multinacional norteamericana certificada como Top Employer y Great Place To Work, con más de empleados a nivel global y con presencia en más de 30 países. Somos líderes en servicios de tecnología digital y proporcionamos...