Service Analyst

at  Financial Conduct Authority

Service Analyst
Salary: National ranging from £41,800 to £48,000 and London from £46,000 to £53,000
Are you interested in working on critical projects and making a tangible difference?
The team/department
We are looking for Service Analyst to help build out our Digital Delivery Hub in Leeds. You will become a key member of an agile squad, specifically responsible for the development of code and tests that contribute to the delivery of the Product defined by the Product Owner which must comply with architectural and quality standards.
This is an opportunity to be involved at the beginning of an exciting new initiative within the FCA. Day to day you will work with the technical lead within an agile, multi-disciplinary team, working with developers, testers, agile leads, delivery managers and product owners to deliver range of digital products.
We are looking for people willing to challenge the norm, innovate and not be afraid of working with uncertainty. The opportunity for the right candidate is to support the establishment of an engineering approach that redefines how the FCA deliver digital products.

What you will be doing (the role)

• Support the Digital Delivery Hub (DDH) core team in delivering its commitments, focusing on Gateway Forms, Forms Portfolio (Workstream 4), and The Register
• Assist with live operations of DDH services, ensuring stable product delivery across digital products to meet FCA outputs
• Process requests, update documentation in Service Now, and maintain timely updates to core documents like Service Models
• Monitor incidents, ensuring SLA adherence, and collaborate with the problem management team to address fixes
• Coordinate with Service Managers to identify incident trends and balance incidents across platforms (Gateway, RCP, CBRE)
• Assist the Release Manager in meeting software fix deadlines and coordinating releases across multiple services

What you will get from the role

• This is a key role in the new Digital Delivery Hub within the FCA supporting the wider goal of shaping the way we develop and deliver digital products - not only will you be able to see this new era come to fruition you will be an integral part to some of the biggest projects within the FCA
• Tackle complex challenges: Work on critical projects to address evolving regulatory requirement and protect consumers
• Make a tangible difference: See the direct impact of your work on safeguarding the financial well-being of millions of people
• Continuous learning and development: Expand your technical expertise and regulatory knowledge through exposure to new technologies and work alongside skilled professionals
• Be a part of a diverse and inclusive community: Work in an environment that values different perspectives and fosters collaboration

Our competitive flexible benefits scheme gives you the opportunity to create a personalised benefits package, tailored to suit your lifestyle. You can use this allowance to purchase additional benefits such as dental or cycle to work or you have the option top up your base salary by taking this as cash.

Core benefits that you will receive as standard are:

• 25 days holiday per year plus bank holidays
• Private healthcare with Bupa
• A non-contributory Pension of at least 8% of basic salary each month (there are several contribution levels that increase depending on your age – up to 12% a month once you reach age 35)
• Life assurance of eight times your basic salary
• Income protection

We support hybrid working which means you will be able to work from home up to 60% of the time over a month with the remainder of your time in one of our three office locations.
The skills and experience you will have
Minimum

We are a signatory to the Government’s Disability Confident scheme. This means that we will offer an interview to disabled candidates entering under the scheme, who best meet the minimum criteria for a role.

• The ability to navigate and fully utilise the ServiceNow application which underpins all of the FCA service efforts and will be a key component in the role, the knowledge will be essential to the candidate
• Relevant experience of working within a fast-paced software development environment
• Experience of working within the ITIL Framework, preferably V3 or V4

Essential

• Understand the nature of the support model and be able to contextualize the way that the service is put together
• The work across the DDH will mean prioritising workload, tracking progress and holding management and team to account, the post holder will be confident and understand the stakeholder relationships
• Detail orientated mindset will be required to ensure compliance to governance structures and reporting lines
• Knowledge of the digital industry and the latest technology and practices in software development, support and release
• Be able to think outside of the box – and not one directional

About the FCA
The FCA regulates the conduct of nearly 45,000 firms in the UK to ensure our financial markets are honest, fair and competitive. We do this to make sure markets work well for individuals, businesses and the economy as a whole. For more information on what we do, our three-year strategy can be found
here.
The FCA’s Values & Diversity
Our ambition is to cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences and similarities enable us to be a better organisation – one that makes better decisions, drives innovation, and delivers better regulation.
The FCA is committed to achieving greater diversity across all levels of the organisations. Given this, we particularly welcome applications from women, disabled and minority ethnic candidates for our associate role.
Flexible working
We welcome applications from candidates who are looking for flexible arrangements. Many of our staff work flexibly including working part-time, staggered hours, and job shares. We can’t promise to give you exactly what you want but we won’t judge you for asking.
Multi-location
As part of the FCA’s on-going commitment to develop our national presence, most of our vacancies are now open to working in our Edinburgh, Leeds, or London offices. This means that as part of the application process you will be able to select your preference of which office location you would like to work from.
Useful information
Applications for this role close at 23:59 on 13th November 2024
This role is graded as Associate – Level 8 – Regulatory
Got a question?
If you are interested in learning more about the role please contact:
For internal applicants, please contact Sara Holland at
Sara.Holland2@fca.org.uk
For external applicants, please contact Asha Gladis at
Asha.Gladis@fca.org.uk
What to expect from our interview process
The assessment process consists of an initial screening call with one the hiring manager. If successful, you will be invited to attend a competency-based interview. Interviews will be taking place from 21st November.
Application support
We want to remove any possible barriers and are committed to providing a wide range of reasonable adjustments so that you can keep the focus on your conversations and be at your best.
If you have an accessibility requirement, disability, or condition that means you might require changes to the recruitment process, please contact your recruiter to discuss this further. Our aim is to make your application as easy and comfortable as possible, and your recruiter will be happy to work with you to make any necessary arrangements where possible.
Please note that all applications must be submitted through our online portal, applications sent via email will not be accepted

What you will be doing (the role)

• Support the Digital Delivery Hub (DDH) core team in delivering its commitments, focusing on Gateway Forms, Forms Portfolio (Workstream 4), and The Register
• Assist with live operations of DDH services, ensuring stable product delivery across digital products to meet FCA outputs
• Process requests, update documentation in Service Now, and maintain timely updates to core documents like Service Models
• Monitor incidents, ensuring SLA adherence, and collaborate with the problem management team to address fixes
• Coordinate with Service Managers to identify incident trends and balance incidents across platforms (Gateway, RCP, CBRE)
• Assist the Release Manager in meeting software fix deadlines and coordinating releases across multiple service

What you will get from the role

• This is a key role in the new Digital Delivery Hub within the FCA supporting the wider goal of shaping the way we develop and deliver digital products - not only will you be able to see this new era come to fruition you will be an integral part to some of the biggest projects within the FCA
• Tackle complex challenges: Work on critical projects to address evolving regulatory requirement and protect consumers
• Make a tangible difference: See the direct impact of your work on safeguarding the financial well-being of millions of people
• Continuous learning and development: Expand your technical expertise and regulatory knowledge through exposure to new technologies and work alongside skilled professionals
• Be a part of a diverse and inclusive community: Work in an environment that values different perspectives and fosters collaboratio

We are a signatory to the Government’s Disability Confident scheme. This means that we will offer an interview to disabled candidates entering under the scheme, who best meet the minimum criteria for a role.

• The ability to navigate and fully utilise the ServiceNow application which underpins all of the FCA service efforts and will be a key component in the role, the knowledge will be essential to the candidate
• Relevant experience of working within a fast-paced software development environment
• Experience of working within the ITIL Framework, preferably V3 or V