About the role
Location: Newcastle‑upon‑Tyne (Hybrid – commutable distance required)
Role Overview
FNZ is seeking a Product Support Analyst to join the Customer Service Centre (CSC), providing second‑line production support to internal and external clients using the FNZ Figaro platform. The role is responsible for investigating, diagnosing and resolving client incidents, ensuring outcomes are delivered in line with agreed Service Level Agreements (SLAs).
This role plays a critical part in maintaining platform stability and client service, working closely with internal teams, subject matter experts and third‑party providers. The Product Support Analyst is accountable for owning incidents through to resolution or handover, maintaining clear communication with stakeholders throughout.
Key Responsibilities
Incident & Issue Management
Investigate production issues to determine whether behaviour is expected, a defect or an enhancement, liaising with clients as required.
Analyse and diagnose incidents to identify root cause, escalating to third‑line support for code changes where necessary.
Where no code change is required, take ownership of resolving the issue to the client’s satisfaction, including proposing workarounds or data fixes where appropriate.
Ensure incidents are managed in line with published SLAs and internal support processes.
Provide clear, timely updates to CSC management and stakeholders, particularly for P1 and high‑profile incidents.
Stakeholder & Client Engagement
Work collaboratively with Subject Matter Experts, Product Owners, Client Relationship Managers and third parties to progress issue resolution.
Act as a key point of contact for clients, suppliers and third‑party support teams as required.
Maintain a professional, service‑focused approach in all client interactions.
Service & Continuous Improvement
Participate in root cause analysis to identify trends and recommend service improvements.
Share knowledge, ideas and best practice across the Customer Service Centre and the wider FNZ organisation.
Support effective project‑to‑production handover for platform‑related changes.
Operating Model
Provide client support coverage between 8am and 6pm, working a rota pattern of 8am–5pm (early) and 9am–6pm (late).
Team Responsibilities
Issue Management: Provide effective support for issues raised by clients across FNZ Figaro and other FNZ applications.
Service Management: Support service usage to meet client business requirements within agreed SLAs.
Application Management: Diagnose system issues to resolve incidents and improve overall service quality.
Project Handover: Facilitate the transition from project delivery into production support.
Experience, Skills & Knowledge
Essential
Degree qualified (2:1) or equivalent experience.
Strong analytical and problem‑solving capability, with high attention to detail.
Ability to prioritise and execute tasks effectively in a fast‑paced, high‑pressure environment.
Confident, self‑motivated and delivery‑focused working style, with the ability to take initiative.
Excellent organisational, administration and time‑management skills.
Clear and effective written and verbal communication skills.
Comfortable working as part of a high‑performing team.
Interest in, or familiarity with, financial markets and financial products.
Desirable
ITIL certification or working knowledge of ITIL principles.
Experience working in a regulated or financial services environment.
This role is based in Newcastle‑upon‑Tyne and operates on a hybrid working model. The role is suited to candidates within reasonable commuting distance who are comfortable working within a rota‑based support environment.
Closing date for applications: May 13th
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 the world’s leading financial institutions, with over US$2.4 trillion in assets on platform (AoP).
Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.
Skills & Tags
Aplyr's read
FNZ is a leading global investment platform transforming wealth management through cutting-edge technology, attracting professionals passionate about finance and innovation.
What's promising
- •FNZ's platform is pivotal in modernizing wealth management for financial institutions worldwide.
- •The company shows strong growth potential with its expanding global footprint.
- •FNZ invests heavily in technology, offering employees opportunities to work on innovative projects.
What to watch
- •The financial technology sector is highly competitive, posing challenges for FNZ to maintain its market position.
- •Rapid expansion may lead to integration and operational challenges.
- •Regulatory changes in financial services could impact FNZ's business model.
Why FNZ
- •FNZ provides a comprehensive platform that integrates investment management and wealth solutions.
- •The company's focus on end-to-end solutions differentiates it from niche fintech providers.
- •FNZ's global reach allows employees to engage with diverse markets and cultures.
Aplyr’s read is generated by AI from public sources. Was it useful?
About FNZ
FNZ is a global investment platform that provides technology and services to financial institutions, enabling them to manage investments and deliver wealth management solutions.
