Senior Service Analyst (Fintech)

TL;DR

Senior Service Analyst (Fintech): Deliver high-quality Level 1 and Level 2 IT support to investment banks and lead operational improvements in a fast-paced environment with an accent on complex incident resolution, ITIL practices, and API troubleshooting. Focus on root cause analysis, mentoring junior analysts, and collaborating with engineering teams to enhance system reliability.

Frankfurt am Main (Hybrid)

Company

Fast-paced fintech providing IT support operations.

What you will do

• Deliver Level 1/2 technical support, resolving incidents and requests for customers including investment banks.
• Handle escalations for complex issues, performing root cause analysis and implementing preventive measures.
• Mentor junior analysts and drive continuous improvement in processes and tools.
• Troubleshoot APIs, integrations, logs, XML/JSON using tools like Postman.
• Collaborate with Engineering and Product teams on recurring issues.
• Liaise between Brazil support team and global stakeholders.

Requirements

• Fluent in German and English (written and spoken)
• Strong experience in IT Support/Service Desk, senior-level in software/SaaS.
• ITIL knowledge (Incident, Problem, Change Management).
• Experience with ITSM tools (Jira, Zendesk).
• Troubleshooting APIs, integrations, logs, XML/JSON.
• Analytical skills for complex platform issues and customer escalations.

Nice to have

• Fintech or financial services experience.
• Certifications (CompTIA, ITIL, Networking, Security).
• Leading major incidents or mentoring juniors.

Culture & Benefits

• Values diversity and encourages applications from all qualified candidates.
• Fast-paced fintech environment with global stakeholders.