IT Support Analyst

IT Support Analyst (Cheltenham, On-site) 

About finova

finova is the UK’s largest cloud-based mortgage and savings software providers, supporting more than 60 leading lenders and 3,000 mortgage brokers. Our award-winning software suite includes origination solutions for mortgages and savings, servicing solutions for mortgages and savings, broker CRM solutions, and a range of solutions that connect lenders, intermediaries and consumers. Fast implementation and open architecture are at the centre of our technology, giving our customers the flexibility to integrate into their existing system or configure solutions to meet the needs of their business.

Core Banking Platform

finova’s Core Banking Platform includes the UK market-leading cloud-based origination software and integrated in-life servicing software. The platform supports mortgages, equity release, specialist lending, and savings. Over £75 billion has been originated through the system by our customers and over £27 billion of loans and savings are managed through the servicing platform.

The platform is designed for fast implementation and facilitates day-to-day banking operations. Utilising the latest technology, the API-led platform seamlessly integrates with over 20 third-party applications, enabling financial institutions to self-configure the platform effortlessly and efficiently to meet the rapidly changing demands of the market

About the role

*Please note this role requires the successful candidate to be on-site in our Cheltenham office up to 4 times per week, work flexibly and travel to our London office when required.

As an IT Support Analyst you will work closely with the IT Helpdesk, Production Support Team and the Head of IT & Security to deliver new technologies and capabilities. You'll shape the new ways to deploy infrastructure, use new technologies to replace older ones to reap the benefits of cloud services as well as to help deliver new ways of ensuring our services remaining healthy and available to both finova staff and customers.

You will be responsible for the day-to-day running of the IT support desk in terms of ensuring the team is picking up and resolving tickets and providing KPIs to the Head of IT & Security. You will also be looked upon to provide technical leadership to peers and offer support and guidance where needed.

You will be a technical expert for finova at 3rd/4th line and you will feel comfortable collaborating with other members of the team and wider Group.

This role covers all IT front office and back-office infrastructure and EUC services, from configuring networks and firewalls to setting up new user services and software to assisting with hardware-related issues for end users and security investigations. 

In terms of your experience, your attitude is everything, but we'd particularly love to see:

• In depth knowledge of Azure / Office 365 cloud platform

• Firewalls, networking and associated infrastructure such as routers and switches

• Security technologies

• Excellent communication skills

• Strong self-learning ethic to keep abreast with new technologies and industry best practice.

• Clear thinking and calmness under pressure

• Good team players, people person

• Ability to work on own initiative or as part of a team.

About You: 

• Azure Platform as a Services Products such as Azure SQL, WebApps, AppServices, Service Bus, Azure Functions and Azure API Management

• Microsoft Identity and Access Management products such as Azure AD ADFS, Azure AD Connect, Conditional Access, Azure AD Proxy, SAML and Active Directory Domain Services

• AWS Cloud Experience in Infrastructure & Networks 

• In-Depth knowledge of Intune (policy management and creation)

• Intune packaging and delivery of software to end users 

• O365 Exchange Online, SharePoint Online, OneDrive and Teams Administration

• Azure Information Protection / DLP

• EM+S Products Intune, Azure Rights Management + Cloud App Security

• Microsoft Azure Security products such as Azure VWAN, Azure Firewall/NSG, Azure WAF

• Management of Wi-Fi, routing and switching on Meraki cloud infrastructure

• Solid knowledge of Windows 10/11 OS and Windows Server 2012, 2016, 2019

• Solid front and back-office skills 

• Configuration and management of cloud monitoring tools

• Creation of detailed Documentation, HLD, LLD and Knowledge base articles

• Work with the ITSM systems to resolve user tickets 

What will you be doing?  

• Assist in delivering and effectively managing resilient IT infrastructure and EUC cloud technologies required to operate the business. IT infrastructure refers to

• Assist in the management of the business’s Cloud, Virtual, & Physical infrastructure environments such as Azure/O365 tenants, physical and virtual firewalls, Wi-Fi, routers and switches (Meraki).

• All IT related hardware, such as servers, workstations, laptops, printers and scanners

• Server and desktop operating systems configured and secured with Microsoft Azure technologies such as Intune and Azure AIP

• Other software platforms, such as database platforms, web servers and load balancers

• All Microsoft Teams telephony related services and reporting

• Workplace collaboration tools

• Installation and ongoing management of appropriate technologies to support the business’s objectives

• Assist with managing the licencing of all company software, ensuring the IT platform is appropriately licenced

• Assist with the creation and delivery of security controls as set in the Information Security Policies, and the operation of security technologies and controls required by the business to mitigate IT risks. Security operations to include but not limited to

• Identity management, authentication and authorisation to network resources via Intune

• AntiSpam and Malware protection ATP

• Deployment of security patches and KPI reporting of estate patch coverage

• Azure WAF & Firewall configuration

• Email and cloud protection technologies such as data loss prevention tools, spam filtering tools and cloud access security brokers

• Conduct simulated phishing campaigns to improve threat awareness

• Assist with the delivery of KPI reports to support the business in its management of risk.

• Work closely with the Information Security Team to identify, evaluate and implement appropriate security technologies that align with industry best practice.

• Engage in continuity planning to allow the business to recover from serious IT incidents

• Regularly test and rehearse responses and recovery from IT scenarios.

• DevOps Permissions and licensing experience.

• Experience automating tasks with tools such as power automate, flows, PowerShell, Intune and Autopilot.

• Assist with the management and implementation of Azure Information Protection and Data Loss Prevention policies

What will you get from joining the finova family?

Flexible Working:

• 25 days holiday in each calendar year plus bank holidays
• Bank Holiday trading: flexibility to work bank holidays and take another day off that fits your values, beliefs or celebration calendar better
• Increasing your work life balance, holiday trading allows employees to buy an extra 5 days holidays
• Work from anywhere in the world for up to 4 weeks a year
• We recognise the importance of juggling family and work life therefore finova offer a flexible hybrid working policy
• We’re open to applicants from all walks of life, please feel free to ask us if you require flexible working and we’ll do our best to accommodate

Looking After You:

• Life Assurance, Group Income Protection and Private Medical Insurance
• Pension scheme via Salary Exchange
• Employee Assistance Programme with counselling sessions available
• Virtual GP to save you time in trying to get an in-person appointment

Family Friendly policy:

• Enhanced maternity and paternity pay
• Paid time off for fertility treatments and pregnancy loss

Extra Perks:

• Cycle to Work Scheme
• Access to a huge range of benefits & discounts for shops, restaurants and gym memberships
• Free fresh fruit daily
• Share your passions and Interests with like-minded people through our colleague networks and social groups - from book clubs to fitness challenges and group parties

Giving you the chance to give back:

• Give-As-You-Earn scheme allowing you to support your favourite charities straight from your monthly salary
•  One days paid volunteering day a year

Equal Opportunity Statement

Diverse teams really are the best teams, we promote a working environment in which diversity is recognised, valued and encouraged. We acknowledge the multi-cultural and diverse nature of the UK workforce and society in general. We are committed to principles of fairness and mutual respect where everyone accepts the concept of individual responsibility. Our policy seeks to ensure job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this throughout the entire employee lifecycle.

We know that some candidates (and, from the research we've seen, especially women) may feel less inclined to apply for a role if they don't quite meet every requirement of the role. If you like the look of a role but you're not 100% sure if your skillset will meet our requirements, please reach out and we will be happy to talk through your experiences.

Personal Data

finova retains applicants’ personal data on our HR System for the purpose of reviewing and evaluating applications and contacting candidates to discuss job opportunities. For unsuccessful candidates, finova will retain your personal data and CV for the duration of 6 months.