Systems Analyst

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We're recruiting a Systems Analyst to help to maintain and develop some of our core systems and applications.

We want to build a professional service where our lifeblood is our talented problem solvers – people who care about what we do, are proud of their work and understand why it matters. If you see a vacancy that is right for you, we encourage you to apply!

Contract: Permanent

Salary: Circa £43,000

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.

At the Financial Ombudsman Service, we make decisions on a range of complex and difficult issues. Every year we resolve hundreds of thousands of disputes between consumers or small businesses and their financial service providers – and if we believe a customer hasn’t been treated fairly, we can step in to put things right. 

The Business Applications Team play an important role developing and supporting our business applications, enabling us to deliver services to customers and colleagues.

The Systems Analysts are directly responsible for a number of our core business applications, which requires working collaboratively with the wider Business Applications Team.

You’ll be designing, building and maintaining key casework tools and providing technical support and maintenance of the document production system. These tools are used across the Ombudsman Service primarily to support casework.

You’ll work collaboratively with subject matter experts across the Service to produce the logic and with colleagues across IT to deliver the tools. You’ll be supporting your colleagues in the wider Business Applications Team and in the Knowledge and Transformation teams to deliver a day-to-day support service primarily by managing the tools to high-quality standards, following our Service Level Agreements (‘SLAs’) and agreed processes.

You’ll work with stakeholders and users across the organisation to make sure the tools are being used correctly, to their full potential and deliver efficiencies in internal processes. You’ll also gather user feedback to continuously improve our tools and systems, and to raise awareness of them internally.

To be considered for this role, you’ll need to show us that you’ve got the experience as described in the job profile below. You’ll also need to meet the following minimum criteria:

Minimum Criteria

• A logical and analytical thought process, including the ability to breakdown highly-complex logic and processes into their simple component parts, forming a coherent set of logic or template rules

• An understanding of supporting software, particularly Microsoft Word and Excel, and having a passion for technology solutions

• Organisational knowledge and casework experience in a variety of complaint areas as well as strong knowledge of our approach on a wide range of different financial products and problems

• An ability to pay close attention to detail, always seeking to achieve the highest standards possible

• Previous exposure to adopting unfamiliar concepts and processes quickly and comprehensively, and be adaptable to change on short notice

• Good self-management skills, being able to effectively manage your time and workloads

• An appreciation of the ‘bigger picture’ of your work and how it impacts on our customers, both directly and indirectly

• An 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

• Being a good communicator, understanding business needs quickly, and being able to work effectively with a range of different stakeholders

• Being able to manage multiple priorities effectively, working in an efficient and resilient manner – taking personal accountability for high standards of delivery

Desirable Criteria

We would also ideally like you to have the following skills:

• Having demonstrable experience in rule authoring (including being certified or trained on relevant software, such as OPA) and template authoring (having relevant software qualifications or training, such as on Xpertdoc) – possessing good technical skills, in order to become an expert

Why Financial Ombudsman Service?

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: https://www.financial-ombudsman.org.uk/who-we-are/aims-values

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

• 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

• Fully equipped on-site gym open 24 / 7 (London office only)

• 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 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 apply with your most up to date CV by Sunday 15th March 2025.

A full job profile is available on request.

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. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email [email protected] and let us know your preferred method of contact.

Find out more

Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!

• LinkedIn: Financial Ombudsman Service

• Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us

Good luck with your application!