IT Service Management Analyst London, England
Job description
Who we are:
Zilch, the world's first Commerce Card, is a UK-headquartered payments technology company, known for creating the Googlisation of Payments. Our mission is to create the best and most empowering way to pay, for anything, anywhere our customers want to spend. Using Zilch's virtual Mastercard that sits in a customer's digital wallet, Zilch combines the best of debit, credit and savings. Meaning our customers can either earn rewards on debit payments in the form of instant cashback ('Pay in 1') or spread interest-free repayments over six weeks ('Pay in 4'), bringing them financial choice and maturing their credit profiles.
This is uniquely made possible by the proprietary Ad-Subsidised Payment Network (ASPN) that Zilch has built, which in cookieless world enables merchants around the world to connect directly with the millions of Zilch customers they otherwise couldn't reach and offer them savings, deals and discounts.
By vertically integrating with consumers, rather than with merchants, Zilch allows customers to pay using either reward-earning debit or interest-free credit, both online and in-store, anywhere Mastercard is accepted. To ensure we are helping our customers to manage their cash flow responsibly when they make credit payments, we set dynamic borrowing limits using best-in-market data from leading credit reference agencies, open banking technology and behavioural data analysis. Together these generate a real-time, comprehensive, 360-degree view of a customer's affordability profile, allowing us to set personalised borrowing limits accordingly. To further bolster our customer safeguards, we are fully regulated by the Financial Conduct Authority, having obtained a consumer credit license prior to our launch.
Since launching as an FCA regulated business in the UK in September 2020 and in the US in May 2022, Zilch has amassed over 3 million customers in 24 months and turned gross profitable – years faster than other well-known fintechs. In that time, we have provided our customers with over £80 million in aggregate rewards and savings on fees and interest. Zilch is Europe's fastest-ever company to go from Series A to double-unicorn status, in just 14 months, after raising capital at a $2bn valuation in November 2021 and maintaining that valuation in a subsequent equity funding round in Summer 2022.
We're looking for
- Someone who has bags of energy, is happy, passionate and loves problem-solving
- Someone humble who is excited to join a scale-up, is passionate and loves their craft and is Service driven in measuring performance within internal teams as well as external suppliers
- A Service analyst who is wholehearted about keeping our systems humming and our customers happy
Day to Day responsibilities
- Maintaining customer relationships and improving response and delivery times for Tier 2 & Tier 3 Suppliers
- Drive value and improve SLAs & availability with 3rd parties
- Resolving any Service problems and customer complaints
- Supporting all internal teams by tracking down and resolving issues, by working with 3rd parties
- Resolving any service problems and customer complaints
- Creating and presenting regular reports to senior management
- Continually improving our practices, and knowledgebases
- Assist in creating and maintaining IT operational workflows, knowledge documents, reports, and communications to IT and 3rd parties when required
- Conduct regular service review meetings with suppliers
- Ability to be Incident commander end to end and conduct post-mortem and RCA reporting
Key requirements
- Proficient in ITSM tool administration and management
- ITIL V3 or V4 foundation as a minimum
- At least 3 years' experience as IT Service Management Analyst
- Ability to manage their own work pipeline as well as work as part of a team
- Proficient in using Word, Excel & PowerPoint
- Incident Management experience
- Contract renewals to maximize value and return on investment
- Experience engaging with 3rd parties
- Familiar with high level procurement process and ability managing RFI\RFP processes for new suppliers
Bonus skills
- Previous experience in Fintech
- Exposure to monitoring systems, such as Datadog
- Proficient in using Atlassian Jira Service Management & Confluence
- Budget and negotiation experience
Benefits
- Income protection - long term injury or illness the company will pay 75% of your base salary for up to 5 years
- Pension scheme, 5% employee contribution and 3% employer contribution
- 26 days holiday
- Family friendly policy
- Maternity - 6 months full pay and return to work bonus
- Paternity - 6 weeks full pay
- Enhanced Shared Parental Leave Pay and return to work bonus
- Enhanced Adoption Pay and return to work bonus
- Death in Service - 3x your annual basic salary up to £550k - complete expression of wish form
- Private medical insurance
- Specialist referrals
- Counselling / Talking Therapy / CBT
- Dental
- Optical
- Physiotherapy / osteopathy
- Cancer cover
- Virtual Doctor Online - online GP appointments within 2 hours
- Gym membership discounts
- £200 joining bonus for WFH set up on Zilch app
- Learning & Development - company support for professional qualifications and learning development
- Employee assistance programme
- Legal advice
- Financial advice (including mortgage advice)
- Childcare support
- Relocation advice
- Lifework perks - online cash back at over 1200 brands, cinema discounts, digital gift cards
- Hybrid working
- Casual dress code
- Work related social events
- Free fruit, snacks, and refreshments in the office (and in office barista)
- Opportunities to work from overseas offices
- Office breakout zone, including table tennis, pool, and comfortable seating
To apply for this role, please submit your CV along with a cover letter.
We acknowledge receipt of your resume for a position at Zilch and we appreciate your interest in joining our business.
We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue to the next stage of the recruitment process. We wish you every success.
Zilch Technology is an equal opportunities employer and we encourage all applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, religion or belief.
