Wallstreetdocs Ltd
Senior Service Analyst
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Senior Service Analyst
WSD is a global financial technology company supporting many of the world's leading financial institutions. We are looking for an experienced, technically capable Senior Service Analyst to join our global Service team.
This is a hands-on role combining technical investigation, incident ownership, customer communication, and mentoring. Working within the Service queue, you will take the lead on more complex and high-priority issues, acting as an escalation point for the wider Service team.
You will work closely with Product, Engineering, and Operations teams to drive issues through to resolution, build product expertise, and help improve the Service team's technical capability through knowledge sharing, training, and support readiness for new products and features.
What You Will Do
- Own customer incidents, service requests, and escalations through to resolution.
- Work within the Service queue, taking the lead on more complex, technical, or high-priority issues.
- Troubleshoot application and integration issues using APIs, logs, data, and system analysis.
- Act as an escalation point for Service Analysts, providing guidance and deeper investigation before engaging specialist teams.
- Communicate clearly with customers and manage expectations throughout the support lifecycle.
- Support incident and major incident coordination when required.
- Mentor colleagues and help improve troubleshooting standards, ticket quality, and team capability.
- Support knowledge transfer and readiness for new products, features, and projects moving into BAU.
- Contribute to improvements in processes, documentation, tooling, and service knowledge.
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What We're Looking For
- Professional fluency in English, written and spoken.
- 5+ years' experience in application support, technical support, Service Operations, or a similar role within a software, SaaS, or financial technology environment.
- Strong analytical and problem-solving skills with the ability to investigate complex technical issues.
- A customer-first mindset with excellent communication and stakeholder management skills.
- Strong ownership and the ability to drive issues through to resolution.
- Experience mentoring or supporting less-experienced colleagues.
- Ability to learn complex products quickly and translate technical knowledge into practical guidance for others.
- Experience creating or maintaining technical documentation, knowledge articles, or training materials.
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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.
What Success Looks Like
- Operate confidently within the Service queue and develop strong knowledge of WSD products and customer workflows.
- Act as a trusted escalation point for complex technical issues and investigations.
- Improve the quality of escalations into Product, Operations, and Engineering teams.
- Help strengthen the Service team's capability through mentoring, knowledge sharing, and training.
- Support the successful transition of new products, features, and projects into BAU support.
WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.
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