Service Operations Support Analyst

Posted on: 23/10/2019 15:24 Ending on: 30/11/2019 12:00


The role is based within Phoebus Software Ltd a market leading provider of flexible financial systems to mortgage providers and retail banks.


At Phoebus Software Limited (PSL) our people are the reason we can deliver marketing leading software to our clients. At Phoebus Software our company purpose is ‘To care about People, Products, Clients and having fun’.  

Phoebus Software Limited are looking for a Service Operations Support Analyst to join our team in Solihull.

The successful candidate will have a comprehensive and exciting induction into our business. Providing technical support to our clients. The candidate will work within the Operations team support pour clients and will also work other teams across the company in supporting and delivering our Service Delivery Life Cycle to our clients.

Within a structured environment, the successful candidate will assist in the support and release of business software in line with the company’s strategy of providing a high quality and continuously improving service to our existing clients. The person appointed will be required to analyse/ investigate; issues and requirements to agreed standards, provide specifications and general assistance within all departments.

The applicant will mentor analysts, conduct monthly and quarterly reviews. The applicant will work on developing their reports.

The applicant will be working on a variety of system and business-related problems, changes and maintenance, working in a close-knit team. The applicant should have excellent communication skills, be self-motivated, energetic, and can learn rapidly on the job and be able to share knowledge and ideas throughout the team.


Gathering data to identify and fix a variety of system/business related problems.

Producing documentation according to business requirements and storing information in accordance with company policy and standards.

Ensuring testing is carried out to make sure that hardware and software changes are useable by clients.

Analysing data regularly to establish trends and root causes.

The ability to quickly gain a clear understanding of technical challenges to systems

Identify the areas impacted by systems change.

Be able to use a range of analytical, planning and estimating techniques and tools.

Provide 1st & 2nd line support to clients both internally and externally

Good communication and service skills are essential to the role

Able to work within a team in a fast paced environment

Demonstrates a willingness to take ownership and see things through to resolution.

The ability to understand and draw conclusions from data and client feedback

Making decisions and using judgement.

Able to overcome obstacles

Identify ways of improving service provided to clients, and reduce the demands on the Support Team

Critical Competencies:

Excellent Customer Service Skills

Excellent Communication Skills

Problem Solving Skills

Gathering Information

Team Working


Experience required:

Experience of working in a Service Operations environment

Strong written and verbal communication skills

Strong time management and organisational skills

Personal flexibility to meet business goals

Experience of working in an ITIL would be beneficial

Experience of working with ticket management systems, such as Jira

Demonstrable experience of working effectively within collaborative team structures, ideally in a technology based business environment

Ability to work on own initiative, unsupervised and maintain attention to detail at all times

Experience of developing and working with SLAs in a diverse environment with multiple stakeholders

Ability to analyse and simplify complex problems and to be able to communicate this to others at all levels

Experience of documenting process and procedures under document management systems

Experience of the full project lifecycle


To apply for this job please send your CV to or, if you have a LinkedIn account, click on the button.

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