Junior Application Support Analyst

Entry Level Service Desk (Must be based in Cheltenham)

About Finova

Finova is the UK’s largest mortgage and savings technology provider, powering one in every five mortgages across the country. Our agile, cloud-native solutions help over 60 banks, building societies, specialist lenders and equity release providers — plus a network of 2,400+ brokers — stay ahead of the market.

We offer a flexible, proven suite of software that covers the full customer journey — from mortgage and savings origination to servicing and CRM. Backed by an open architecture and a team with deep industry expertise, our platform is built to scale. Today, we process over £50 billion in loans each year, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.

For Lenders

Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently, and deliver standout digital experiences. You can run your entiremortgage and savings business on Finova — or just use the modules you need, tailored by our team or configured in-house through our low-code platform.

Our solutions include:

• Lending – end-to-end mortgage and specialist lending software built for speed, flexibility, and scale.
• Decisioning – powerful tools for smarter, more personalised lending decisions.
• Servicing – intuitive workflows and automation to simplify day-to-day account management and customer servicing.
• Savings – configurable onboarding and customer engagement tools across all savings products.
• Intermediary Manager – broker relationship and compliance management, powered by real-time external data.
• Broker ID – fast, automated broker verification and compliance tracking using KYB, KYC, and live monitoring from public data sources.

Lenders use Finova to launch products faster, process applications up to 50% more efficiently, and reduce operational costs — all while staying fully compliant in a fast-moving market.

About the Role:

What will you be doing?

• Perform initial triage against client production incidents and, where possible, manage these through to resolution by providing advice and guidance or correction/recovery using known issue workaround(s) or procedure reruns. Some incidents will be done with support from more senior members of the team.
• Assess and action any other client requests received through the Finova Service Desk portal and ensure they are directed to the relevant Finova team to progress
• Perform a detailed analysis of issues when needed, collect and collate evidence and/or diagnostics and prepare the required new ticket (Azure Dev Ops or JIRA) for the relevant receiving team to be able to action. Co-ordinate and record any other activities, and SMEs required to resolve issues.
• With supervision as required, working directly with the Project/Development teams, minor releases will need to be performed, typically executing SQL scripts. This may include performing essential MS SQL, such as executing pre-supplied scripts and writing basic enquiry scripts. You may also need to make minor configuration changes following directions from Project/Development teams.
• As well as updating all issue activity via the ticketing system, you will help contribute articles to the Knowledge Base and Operational Procedures documentation to support other colleagues
• Interface with 3rd party application service providers and our clients. You may include attending and contributing to client meetings as required.
• You’ll support the team's on call process and gradually work toward joining the rota as you build experience and confidence – with an expectation of eventually participating in this rota once the relevant experience has been gained (approximately one week every month)‑call process and gradually work toward joining the rota as you build experience and confidence

About You:

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

• Some exposure to working with customers or internal users, and a willingness to learn how to use ticketing and logging systems
• Good organisational habits and communications skills (written / verbal / listening)
• An interest in learning about financial systems such as mortgages, savings, or business banking. Any familiarity with these areas—or with working alongside external service providers—is a bonus, not a requirement
• Basic experience in MS product suite - including the ability to create and maintain documentation, good knowledge of Excel data manipulation - will be advantageous
• A collaborative mindset, comfortable working in a team, taking guidance from colleagues, and contributing to shared goals
• Willingness to contribute to a 'feedback loop system' as a part of our continuous improvement cycle. Improving our products and services and ensuring our in-house teams hear about technical challenges directly
• A genuine enthusiasm for problem-solving and delivering a positive experience for users and clients‑solving and delivering a positive experience for users and clients.

What We Offer:

Hybrid working: At Finova, we believe the best outcomes come from working together - and having the flexibility to work in a way that suits both our people and our business. We operate a hybrid working model, with most teams spending around three days a week in the office and with our customers. This time together helps us stay connected, collaborate more effectively, and solve complex challenges as a team. We also know that flexibility matters. Our approach is designed to support a healthy balance, combining in-person collaboration with the freedom to work remotely where it makes sense.

Holiday: 25 days holiday plus bank holidays, bank holiday trading and holiday purchase options, the opportunity to work from anywhere in the world for up to 4 weeks per year.

Looking After You:Life Assurance, Group Income Protection, Private Medical Insurance, a pension scheme via Salary Exchange, an Employee Assistance Programme, and access to a Virtual GP.

Family-Friendly Policies: Enhanced maternity and paternity pay, as well as paid time off for fertility treatments and pregnancy loss.

Extra Perks: Cycle to Work Scheme, discounts on shops, restaurants, and gym memberships, free fresh fruit daily, and opportunities to join colleague networks and social groups.

Giving Back: One paid volunteering day annually and the Give-As-You-Earn scheme to support your favourite charities.

Equal Opportunity Statement

We value diversity and are committed to creating an inclusive environment for all employees. If you’re passionate about this role but don’t meet all the criteria, please reach out—we’d love to discuss how your skills and experiences align with our needs.