Governance Support Analyst

Job Description

First Rate is the UK’s largest supplier of foreign currency and a top 5 currency wholesaler globally. We are one of the foremost foreign exchange (FX) experts in the industry, with a multi-billion pound wholesale business and over 20 years’ trusted experience providing tailor-made travel money solutions for companies in the finance, travel and retail sectors.

At First Rate, you’ll be part of a major worldwide currency operation where billions of pounds change hands every year. Now is an exciting time to join us as we are growing and expanding through new products, markets and partnerships.

We are looking for someone who has experience in Incident, Change or Problem Management, and has worked in IT environment and would like to gain more knowledge in these areas and general IT Governance.

The role

Training teams on processes
Ensuring that every MI has had a review and has a report
Ensuring that all departments and suppliers have reviews and reports
Process Improvements for Incident and Problem Management.
Ensuring that every incident is linked, where appropriate to a change, another incident or a problem
Championing best practice
Continue to embed the Incident and Problem Management policies within all IT teams by ensuring relevant processes are adhered to.
Ensure ticket quality controls are maintained.
Ensure relevant processes following a Major Incidents are adhered to, for example, Major Incident Review is held and documented, client Incident Reports are created and distributed, Problem tickets are raised within TOPdesk and relevant actions captured.
Cross train in other Governance areas.
Provide monthly reports for internal and external review meetings.
Provide adhoc reporting requests for Incidents and Problem tickets.
Create new and produce existing reporting from TOPdesk on Incidents and Problems.
Act as an Incident Manager for incidents that occur during the working day and complete follow on actions, such as conducting Major Incident Reviews and client Incident Reports.
Act as a Problem Manager to progress Problem tickets through to resolution and/or closure.
Ensure that where agreed, monthly review meetings are conducted with relevant departments.

The ideal candidate will have experience within

Incident Management
Problem Management
Good with excel and/or powerBI
Has a reporting knowledge background
Attention to detail and a passion for service
Have a combination of leadership skills, interpersonal qualities, and technical expertise

We offer a successful, dynamic and supportive environment where people with talent and dedication can learn, grow and thrive at every level.

Diversity Statement
First Rate is committed to eliminating discrimination and encouraging diversity in its workforce. We aim to create a culture that respects and values each other’s differences, that promotes dignity, equity and diversity and that encourages individuals to develop and maximise their true potential.