Senior Service Analyst (Fintech)

Location: London, London, City of, United Kingdom (Hybrid)

Company

hirify.global is a global financial technology company supporting leading financial institutions.

What you will do

• Own customer incidents, service requests, and escalations through to resolution.
• Investigate complex application and integration issues using APIs, logs, data, and system analysis.
• Act as an escalation point for Service Analysts and coordinate with Product, Engineering, and Operations teams.
• Communicate with customers, manage expectations, and support incident and major incident coordination.
• Mentor colleagues and improve troubleshooting standards, ticket quality, documentation, and service knowledge.
• Support knowledge transfer and readiness for new products, features, and projects entering BAU support.

Requirements

• Professional fluency in English, written and spoken.
• 5+ years of experience in application support, technical support, Service Operations, or a similar role in software, SaaS, or financial technology.
• Strong analytical, problem-solving, customer communication, stakeholder management, and issue ownership skills.
• Experience mentoring or supporting less-experienced colleagues.
• Ability to learn complex products quickly and translate technical knowledge into practical guidance.
• Experience creating or maintaining technical documentation, knowledge articles, or training materials.

Nice to have

• Experience in fintech, capital markets, structured products, or supporting financial-services clients.
• Knowledge of APIs, Postman, system integrations, XML/JSON, logs, SQL, or similar troubleshooting tools.
• Experience with Jira Service Management, ITIL practices, and Major Incident Management.

Culture & Benefits

• Work as part of a global Service team supporting financial institutions.
• Collaborate closely with Product, Engineering, and Operations teams.
• Contribute to knowledge sharing, mentoring, training, and service capability improvements.
• Work in a hybrid arrangement based in London.
• Inclusive workplace that values diversity and encourages applications from appropriately qualified candidates.