Senior Technical Support Analyst

Job description

What is the opportunity? An exciting opportunity has arisen to join the Vehicle Finance Tribe as a Senior Technical Support Analyst. This role sits within Northridge Finance's Vehicle Tribe and is central to supporting both business change and operational service delivery across the Northridge and Marshalls businesses. As an integrable part of the team, you will help maintain stable, secure, and reliable production services while contributing to strategic change initiatives, system upgrades, governance activities, and supplier management.

This is an excellent opportunity to influence service improvements, support critical business services, and play a key role in the continued evolution of the Vehicle Finance technology landscape.

In this role, you will: Take ownership of a portfolio of IT services, developing a clear understanding of the technology, suppliers, and business processes that support service delivery. Monitor service health and availability, ensuring incidents, service requests, operational issues, and production support activities are managed within agreed service levels. Support governance, audit, risk, and compliance activities by providing service assurance information, participating in reviews, and representing services within governance forums.

Build effective relationships with internal teams and external suppliers to resolve issues, improve service performance, and support security, vulnerability, and remediation activities. Contribute to strategic change programmes, system upgrades, operational improvements, and knowledge-sharing initiatives, while maintaining accurate documentation and support repositories. What will make you stand out? You will bring experience in IT service management, operational support, and service delivery within an Agile technology driven environment.

You enjoy problem-solving, building strong working relationships, and delivering reliable services that support both colleagues and customers. You will be comfortable communicating with a range of stakeholders and able to explain technical topics clearly to both technical and non-technical audiences. Strong analytical thinking, organisation, and a focus on continuous improvement will help you succeed in this role. Experience with the following will help you stand out but is not required to apply for this role: Service and process design, implementation, and improvement

Governance, audit, security, and compliance activities Working with third-party suppliers and outsourced service providers Presenting service improvement initiatives to a variety of audiences Banking or financial services technology environments Essential qualifications There are no specific qualifications or minimum educational requirements needed for this role.

More about the team The Application Support team sits within the Vehicle Finance Tribe and is responsible for facilitating change while ensuring customers and colleagues continue to receive services through a stable, secure, and compliant technology environment. The team supports the Northridge and Marshalls businesses across operational support, incident management, supplier engagement, governance, and service improvement activities.

Alongside maintaining day to day service stability, the team plays an important role in delivering strategic change programmes and transformation initiatives. As a senior member of the team you will help lead service activities, support colleagues, promote knowledge sharing, and contribute to a culture of continuous improvement. You will have the opportunity to make a visible impact on both service performance and future change initiatives.

This is a hybrid role, based primarily at Belfast. We typically ask colleagues to spend a minimum of 8 days per month working in-person to support collaboration and connection. Specific arrangements will be confirmed by your recruiter to ensure they meet the needs of the role and team. #li-hybrid #ij-hybrid Why work with us The Bank of Ireland company culture prioritises work-life balance with a commitment to hybrid working, along with 24 days annual leave and excellent pension contributions.

Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy along with working parent and carer supports. Your health and wellbeing is important to us; we offer a substantial health insurance contribution, Employee Assistance Programme, WebDoctor and financial wellbeing coaches. We also encourage and support colleagues to pursue educational and professional qualifications to grow and enhance your career.

Key Competencies

Customer Focused - Self Better together - Self Be Decisive - Self Take Ownership - Self Manage Risk - Self We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. We provide reasonable accommodations at every stage of our recruitment process for disabilities, neurodivergence or medical conditions. If you require an accommodation please complete this form and one of our recruitment team members will be in touch via email.

Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.