Senior Problem Analyst (18-month FTC)

at  Finova

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.

ABOUT THE ROLE

The successful candidate will be pivotal in leading investigations and conducting root cause analysis to address problems. They will leverage ITSM tools to manage issues through their lifecycle, ensuring clear communication with clients about status and resolutions. By conducting trend analysis, they will proactively identify potential challenges and collaborate with various departments to implement effective fixes. This position offers the opportunity to drive process improvements and enhance service excellence, supporting finova’s commitment to customer success. This is an 18 month fixed-term contract.

WHAT WILL YOU BE DOING?

• Conducting proactive and reactive problem investigations.
• Leading cross functional Root cause analysis and problem analysis sessions.
• Working with ITSM tools to prioritise and manage Problems through their lifecycle, ensuring regular and meaningful updates.
• Communicating directly with clients via the ITSM tool, keeping them updated as to Problem status, next steps and time frames for update and resolution.
• Conducting trend analysis to proactively identify problems.
• Working with relevant departments to identify root causes, workarounds and true fixes.
• Managing problems through the problem cycle ensuring fixes are properly recorded so we don’t see preventable repeat incidents.
• You will have the opportunity to improve processes, to identify ways of driving service excellence and, by implementing those improvements, support finova’s focus on Customer Success.
  What will you get from joining the finova family?