Service Reliability Analyst

Service Reliability Analyst — London, 3-days per week in-office About Finova

Finova is the UK's leading lending and savings technology provider, supporting one in every five mortgages nationwide. Our agile, cloud-native solutions enable over 60 banks, building societies, specialist lenders, equity release providers and a network of 2,400+ brokers to stay ahead in a competitive market.

Built on open architecture and backed by deep industry expertise, our platform is designed to scale. Each year, we process over £50 billion in loans, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.

Be part of a team that’s driving innovation, enabling growth and shaping the future of UK lending.

Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently and deliver standout digital experiences.

Financial Institutions 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.

As a Service Reliability Analyst based in London, you will be a vital member of Finova's Service Reliability Team. Sitting at the intersection between technical teams, internal stakeholders, and external clients, your primary purpose is to deliver service excellence by ensuring incident communications, Root Cause Analysis (RCA) reports, and technical workarounds are clear, structured, and business-focused.

In this early-career, development-focused position, you will be responsible for translating complex diagnostic details into actionable insights, driving ticket quality, coordinating offshore analysis tasks, and tracking preventive actions to ensure long-term system stability across Finova's financial technology platform.

• Communication & Technical Translation: Exceptional written and verbal English communication skills, with a proven ability to translate complex technical diagnostics into plain, business-focused executive summaries and customer updates.

• Customer Service & Stakeholder Empathy: Strong client-facing skills with a calm, composed, and professional demeanor during high-pressure incident investigations.

• Data Literacy & Analytical Thinking: An analytical mindset comfortable using data, spreadsheets, and reporting tools to spot incident trends, identify patterns, and drive root cause resolution.

• Organisation & Task Accountability: High attention to detail and strong time management skills, with the confidence to run structured meetings and hold cross-functional peers accountable to action deadlines.

• ITSM & Ticketing Software (Desirable): Practical familiarity or hands-on experience using Jira Service Management or similar enterprise service desk platforms.

• ITIL Alignment & RCA Concepts (Desirable): Basic understanding of ITIL-aligned service management frameworks, Root Cause Analysis (RCA) methodology, and Known Error Database (KEDB) management.

• Early Career / Academic Foundation: A degree in Information Technology, Business Information Systems, or a related field, OR equivalent foundational experience in a technical support, operations, or customer service environment.

• Incident Communication & Technical Translation: Convert complex technical diagnostic summaries into clear, business-focused customer updates, post-mortems, and Root Cause Analysis (RCA) executive summaries.

• RCA Facilitation & CAPA Tracking: Lead cross-functional RCA sessions across software and infrastructure teams, managing all Corrective and Preventive Actions (CAPAs) through to completion to prevent incident recurrence.

• Offshore Team Tasking: Direct offshore analyst pods during regular ticket reviews by framing business context, setting priorities, and delegating technical investigation tasks.

• Known Error Database (KEDB) Governance: Quality-gate KEDB entries drafted by analysts to ensure technical workarounds are clear, accessible, and actionable for frontline support teams.

• Modern AI Tool Utilisation: Leverage Generative AI productivity tools to synthesize incident timelines, draft…