Production Support Analyst

1 week ago

Melbourne, Victoria, Australia FNZ (UK) Ltd Full time

Production Support Analyst page is loaded

Production Support Analyst

Apply locations Melbourne - Australia Sydney - Australia time type Full time posted on Posted 3 Days Ago job requisition id REQ-13606

We are seeking multiple experienced Production Support Analysts to join our high-performing team in Melbourne and Sydney.

In this role, you will provide application support for our business and key client platforms, acting as a dedicated business partner while representing FNZ on-site at client offices. This role will work under the direction of our client, focusing on their specific needs and priorities while maintaining alignment with our company's standards and policies. This is a fantastic opportunity to play a crucial role in ensuring seamless integrations and upgrades for FNZ clients as we continue to lead the way in the FinTech industry.

We are looking for a self-starter who collaborates with our client's team, with responsibility shaped by their ongoing requirements and objectives. You will be an expert in issue management, addressing concerns from both external and internal clients. A core aspect of your role will involve ensuring the seamless functioning of the application as deployed, emphasizing proactive and reactive measures to champion continuous service improvement.

You will be a member of a critical team who:

  • Provide Application Support - ensuring that the application is working correctly as deployed.
  • Supporting Incident & Problem Management – analysis, investigation, diagnosis and problem solving to identify, troubleshoot and resolve production issues.
  • Release & Change Management – support testing and release process for production fixes.
  • Service Transition – facilitate the transition between project support and production support for all changes.
  • Service Level Management – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations.

Other key responsibilities will include:

  • Being embedded within our client's team, taking day-to-day direction from them while ensuring all work aligns with contractual agreements and professional best practices.
  • Identifying and resolving issues with applications, following agreed procedures.
  • Carrying out agreed application maintenance tasks.
  • Prioritising and diagnosing incidents according to agreed procedures. Investigating causes of incidents and seeks resolution, escalating as appropriate. Documenting and closing resolved incidents according to agreed procedures. Analyse causes of incidents and provide recommendations to minimize probability of recurrence and contribute to service improvement. Initiating and monitoring actions to anticipate, investigate and resolve problems in systems, processes, and services.
  • Determining problem fixes and assisting with the implementation of agreed remedies and preventative measures.
  • Ensuring that such problems are fully documented within the relevant reporting systems.
  • Collaborating with colleagues, operational/client-servicing staff and other users to produce long term scalable solutions that adhere to procedural and regulatory compliance requirements.
  • Working with developers, other analysts and testers to ensure that production fixes and business process changes are fit for purpose.
  • Drafting and maintaining procedures and documentation for application support.
  • Undertaking any other projects/ tasks to facilitate the smooth operation of the production environment.

What are we ideally looking for in a successful candidate?

  • Relevant production support experience and qualification within a relevant field. Experience in Australian wealth management is highly desirable.
  • Strong SQL skills.
  • An interest in financial markets and products.
  • Passionate about providing an excellent service experience for our clients.
  • Strong analytical thinking and keen attention to detail.
  • Highly logical with proven problem-solving abilities.
  • Independent, self-directing and delivery focused working style.
  • Good communication skills, confident in dealing with internal and external clients.
  • Able to take initiative learn quickly in a dynamic fast-paced industry; Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Excellent organizational, administration and time management skills.
  • Some experience with Microsoft .NET development products, including C#, VB.NET and SQL Server, beneficial but not essential.
  • Open to the variance of work hours, including the flexibility to start earlier or later than standard work hours.

About FNZ

FNZ Group is an established and rapidly growing company in the FinTech industry. We are transforming the way financial institutions serve their wealth management customers. Partnering with the entire financial industry to make wealth management accessible to more people. We do this by providing services that span the entire wealth management value chain, from the digital user experience, client, account, and portfolio management through to back-office trade execution, settlement, and investment/member administration.

Today, we are responsible for over USD $1.5T in assets under administration, held by around 24 million customers of some of the world's largest financial institutions. We are expanding our team of over 6,000 employees (and growing) across 30+ offices globally.

Why should you join us?

  • A competitive salary and excellent benefits, including full comprehensive health insurance, Life insurance, additional annual leave days after your first 12 months, sick days, and more.
  • Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world's largest companies.
  • We provide global career opportunities for our employees at any of our offices in the UK, Czech Republic, Australia, New Zealand, China and more.

If this role appeals to you, please apply by the 6th April 2025.

*Please note we shortlist as we receive applications. We encourage early applications as we may withdraw advertising at any time.

For more information, please reach out to us on apac_recruitment@fnz.com.

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, end-to-end 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.

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