Service Delivery Analyst - Engine by Starling

At Engine by Starling, we are on a mission to find and work with leading banks all around the world who have the ambition to build rapid growth businesses on our technology.

Engine is Starling's software-as-a-service (SaaS) business, the technology that was built to power Starling Bank, and two years ago we split out as a separate business.

Starling Bank has seen exceptional growth and success, and a large part of that is down to the fact that we have built our own modern technology from the ground up. This SaaS technology platform is now available to banks and financial institutions all around the world, enabling them to benefit from the innovative digital features and efficient back-office processes that have helped achieve Starling's success.

As a company, everyone is expected to roll up their sleeves to help deliver great outcomes for our clients. We are an engineering-led company and we’re looking for someone who will be excited by the potential for Engine’s technology to transform banking in different markets around the world.

Hybrid Working

We have a hybrid approach to working here at Engine - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home; that's to be agreed upon between you and your manager.

About the Role

We’re looking for a Service Delivery Analyst to join the Client Success team here at Engine by Starling - the core banking SaaS platform which powers Starling Bank and other clients globally.

As a Service Delivery Analyst, you will play a critical role in supporting our clients and team here at Engine. You will work closely with other members of the Client Success team to provide support to other colleagues, Engine clients, and external partners.

What you'll get to do:

• Triaging, prioritising, and documenting incoming questions and support requests by phone, email, and ticketing system.
• Resolving technical issues quickly and efficiently.
• Incident and request triage and escalating any serious problems to relevant departments and teams.
• Managing, monitoring, and reporting service desk tickets.
• Updating knowledge base articles and runbooks.
• Communicating maintenance and change notifications.
• Responsible for finding and analysing trends in the service desk and presenting these back to the team to ensure systemic issues are resolved including the collation and presenting of MI for addition to client-facing reports.

Minimum Requirements:

• 2-5 years experience in a service delivery role or similar.
• Adept at coping in a technically complex and fast-changing environment.
• Exposure to incident management processes is beneficial.
• Attention to detail.
• Experience in a client support role or equivalent.
• Problem-solving and troubleshooting abilities.
• Good communication skills.
• Good time management skills.
• Ability to work within a team and be collaborative.
• Be organised, efficient and have a great attention to detail.

Interview process

Interviewing is a two-way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general, you can expect the below, following a chat with one of our Talent Team:

• First stage interview with some of the team - 1 hour.
• Final interview with Service Manager and Chief Client Officer - 45 minutes.

Benefits:

• 33 days holiday (including public holidays, which you can take when it works best for you).
• An extra day’s holiday for your birthday.
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off.
• 16 hours paid volunteering time a year.
• Salary sacrifice, company enhanced pension scheme.
• Life insurance at 4x your salary & group income protection.
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton.
• Generous family-friendly policies.
• Incentives refer a friend scheme.
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks.
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing.

About us

You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway. We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Engine by Starling is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Engine by Starling are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.