Support Analyst (Income Management)

TL;DR

Support Analyst (Income Management): Provide end-to-end support for a cloud-based payment management platform used by UK public sector clients with an accent on incident investigation, fault replication, and customer communication. Focus on managing support tickets, resolving issues within SLAs, and collaborating with development and operations teams.

Location: United Kingdom

Company

hirify.global develops software that supports critical public services globally, serving over 5,000 public bodies and 100 million citizens.

What you will do

• Develop expertise in hirify.global’s Income Management products and solutions.
• Investigate and diagnose faults using operating systems and database knowledge.
• Manage customer support tickets and maintain accurate records.
• Collaborate with development and technical teams to resolve issues and manage defects.
• Communicate effectively with customers, managing expectations and escalating major issues.
• Support product testing and customer site visits as needed.

Requirements

• Location: Must be based in the UK or have the right to work there.
• Experience in 2nd-line software support or IT Service Desk environment.
• Background in financial systems or payment software support is highly desirable.
• Strong incident handling and ticket management skills.
• Excellent communication and problem-solving abilities.
• Ability to work independently and manage high-pressure customer situations.

Nice to have

• Experience supporting local government or public sector customers.
• Exposure to cloud-based software and payment platforms.
• Strong analytical and troubleshooting skills.

Culture & Benefits

• 25 days annual leave plus bank holidays and option to buy extra days.
• Volunteering days off and pension contributions with employer match.
• Income protection, life assurance, and critical illness cover.
• Private medical, dental insurance, and health cash plan.
• Electric vehicle scheme and employee affinity groups.
• Inclusive and diverse workplace with equal opportunity employment.