Senior Applications Support Analyst

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Senior Applications Support Analyst (Workday)
Are you looking for a hands-on role where your technical expertise, stakeholder management skills, and problem-solving mindset will make a real difference?

As part of our Application Operations team, you'll be the go-to person for resolving complex issues, managing third-party relationships, and supporting key platforms like Workday Financials - If you're passionate about service excellence, confident working with finance systems, and thrive in a collaborative environment, we'd love to hear from you.

Contract
: Permanent

Working hours
: 35 hours per week is full time.

Salary:
£53,300 - £64,786 (Dependent on experience)

Reporting to
: Applications Operations Manager

Location:
London, docklands.
O
ur permanent hybrid policy sees us all working at least four days across a fortnight in the office
.

The last few years have seen the Financial Ombudsman Service embark on an organisation-wide transformation journey. With the customer at the heart of everything we do, we have already delivered significant improvements in the service we offer and 2025 will see us continue with our ambitious transformation agenda.

As part of the application operations team, you'll be a pivotal point of contact for our customers, suppliers and third-party managed service partners. As well as managing relationships you'll also be triaging issues and requests – ensuring our customers get timely responses. You'll be responsible for making the decision to escalate tickets to the relevant suppliers or address the issues yourself.

As an operation support analyst, you'll be supporting our main HR and Finance System:
Workday
. You will provide a high quality, customer focused service. You'll be liaising with other CIO functions, suppliers and front-end users to ensure that the incidents and requests you receive are resolved within the agreed SLAs. You'll also undertake routine upgrades, maintenance and, daily checks on a range of applications to maintain availability and functionality.

Key Responsibilities

• Liaising with internal customers and third-party suppliers to provide technical support across our business applications including Workday. Ensuring our third-party supplier adhere to governance and change control.
• Utilising your Finance experience and knowledge of Workday to identify potential improvements to streamline core processes for the Finance team and wider business.
• Building and maintaining relationships with a full range of stakeholders to make sure that that the services you provide meet their needs
• Proactively taking personal responsibility for delivering on your objectives in line with our values
• Co-ordinating UAT and helping to manage system changes in collaboration with our AMS providers
• Making sure that all tickets are logged, progressed and resolved according to our agreed standards and procedures. Monitoring the progress of tickets that have been escalated to suppliers.
• Managing customer expectations with realistic timeframes and outcomes, ensuring that they're kept updated of any outstanding tickets
• Spotting trends in any reoccurring issues raised and working collaboratively with your team, the wider CIO functions and our third-party suppliers to find a solution

To be considered for this role, you'll need to show us that you've got the skills and capabilities. You'll have to meet the following minimum criteria:
Minimum Criteria

• Experience working with Workday as an analyst or subject matter expert, or demonstrable experience specialising in Finance or Payroll as a Workday end user working with large data sets.
• Significant experience of providing technical support across a range of business applications with ownership of managing customer queries on an end to end basis.
• Demonstrate an understanding of Accounts Receivable, Accounts Payable and the General Ledger
• Basic working knowledge of ITIL processes relating to technical support, ideally whilst using a service desk ticketing system.
• Knowledge of Workday Financials or payroll, reporting, tenant management and good governance practices
• Proven ability to build and maintain relationships with a full range of technical and non-technical stakeholders, including the ability to manage expectations with realistic outcomes.
• Experience of working with working with 3rd party suppliers

Desirable Criteria

• Knowledge of SSMS and SQL

Why Financial Ombudsman Service?
We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here: https://www.financial-

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here's a list of some of the many benefits and perks you can get for working with us:

• 25 days holiday entitlement, with the option to buy extra or sell days
• Generous pension
• Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave
• Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
• Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
• Employee Assistance Programme
• Extensive opportunities for personal and career development
• Nationwide gym membership discounts, and a fully equipped on-site gym open 24/7 in London
• Extensive Well-being resources including on-site therapists (London office only)
• Beautiful and bright London office looking over the Thames and near to mainline stations
• Our Manchester office is 7 minutes' walk from the Oxford Road station
• Our employee led networks (a couple of examples being our Women's Network, Carers network, and Neurodiverse Network) do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too

How do I apply?

• Please apply with an up to date CV,

This advert will close on 20th November 2025.
Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now
A full job profile is available on request and will be provided to candidates shortlisted.

We're proud to be an inclusive employer
We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We're committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we're diverse and inclusive, we'll better understand different perspectives, which is fundamental to our job resolving financial complaints.

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate's CV/supporting statement. Exceptions may apply if due to the volume of applications, we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email - and let us know your preferred method of contact.
Find out more
Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don't forget to follow us while you're there

• LinkedIn: Financial Ombudsman Service
• Our careers page: https://www.financial-

Good luck with your application