Application Support Analyst (12-month FTC) - London (Hybrid)
About Finova
Finova is the UK's largest mortgage and savings technology provider, powering one in every five mortgages across the country. Our agile, cloud-native solutions help over 60 banks, building societies, specialist lenders and equity release providers plus a network of 2,400+ brokers stay ahead of the market.
We offer a flexible, proven suite of software that covers the full customer journey from mortgage and savings origination to servicing and CRM. Backed by an open architecture and a team with deep industry expertise, our platform is built to scale. Today, we process over £50 billion in loans each year, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.
For Lenders
Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently, and deliver standout digital experiences. You can run your entire mortgage and savings business on Finova or just use the modules you need, tailored by our team or configured in-house through our low-code platform.
Our Solutions Include
- Lending end-to-end mortgage and specialist lending software built for speed, flexibility, and scale.
- Decisioning powerful tools for smarter, more personalised lending decisions.
- Servicing intuitive workflows and automation to simplify day-to-day account management and customer servicing.
- Savings configurable onboarding and customer engagement tools across all savings products.
- Intermediary Manager broker relationship and compliance management, powered by real-time external data.
- Broker ID fast, automated broker verification and compliance tracking using KYB, KYC, and live monitoring from public data sources.
Lenders use Finova to launch products faster, process applications up to 50% more efficiently, and reduce operational costs all while staying fully compliant in a fast-moving market.
About The Role
What will you be doing?
(We believe the best collaboration happens in person. This role requires the successful candidate to be onsite at least 3 days per week)
- Perform initial triage against client production Incidents and, where possible, manage these through to resolution by providing advice and guidance or correction/recovery using known issue workaround(s) or procedure reruns
- Perform a detailed analysis of issues when needed, collect and collate evidence and/or diagnostics and prepare a work request submission for the relevant Project/Development team. Co-ordinate and record any other activities, and SMEs required to resolve issues
- Working directly with the Project/Development teams, minor releases will need to be performed, typically executing SQL scripts. This may include performing essential MS SQL, such as executing pre-supplied scripts and writing basic enquiry scripts. You may also need to make minor configuration changes following directions from Project/Development teams.
- As well as updating all issue activity via the ticketing system, you will contribute articles to the Knowledge Base and Operational Procedures documentation to support other colleagues
- Interface with 3rd party application service providers and our clients. You may include attending and contributing to client meetings as required in time, potentially owning some review meetings.
- An on-call rota is in place; you will be expected to participate in this rota once the relevant experience has been gained (approximately one week every month)
About You
In terms of your experience, your attitude is everything, but we'd particularly love to see your:
- Experience in dealing with clients and use of ticket logging systems
- Excellent organisational and communications skills (written / verbal / listening)
- Experience in financial systems, preferably mortgage and/or savings systems, plus knowledge of business banking processes and offerings. Interfacing with 3rd party application service providers would also be an advantage
- Experience in MS product suite - including the ability to create and maintain documentation, good knowledge of Excel data manipulation - will be advantageous
- Ability to work well in a team environment, listening to guidance from your peers and leadership teams to reach the desired outcome
- You will be asked to contribute to a 'feedback loop system' as a part of our continuous improvement cycle. Improving our products and services and ensuring our in-house teams hear about technical challenges directly
- A passion for problem solving / providing a good service to our clients
What We Offer
Flexible Working: 25 days holiday plus bank holidays, bank holiday trading and holiday purchase options, the opportunity to work from anywhere in the world for up to 4 weeks per year, and a flexible hybrid working policy.
Looking After You: Life Assurance, Group Income Protection, Private Medical Insurance, a pension scheme via Salary Exchange, an Employee Assistance Programme, and access to a Virtual GP.
Family-Friendly Policies: Enhanced maternity and paternity pay, as well as paid time off for fertility treatments and pregnancy loss.
Extra Perks: Cycle to Work Scheme, discounts on shops, restaurants, and gym memberships, free fresh fruit daily, and opportunities to join colleague networks and social groups.
Giving Back: One paid volunteering day annually and the Give-As-You-Earn scheme to support your favourite charities.
Equal Opportunity Statement
We value diversity and are committed to creating an inclusive environment for all employees. If you're passionate about this role but don't meet all the criteria, please reach outwe'd love to discuss how your skills and experiences align with our needs.
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