The Role - you will:

  • Assist with the management and support of SWIFT related applications, software and security. Carryout and assist where applicable the daily maintenance of Service Bureau infrastructure
  • Maintenance and development of Service Bureau support related resources and documentation (e.g. procedures, software, checklists/plans, etc.)
  • Supply support services to Service Bureau operations and Bottomline customers, taking customer support questions via webportal, telephone and Email.  Acting on those requests directly or creating the relevant internal requests to internal departments and staff.
  • Ensuring the correct data entry and recording of customer requests. Tracking and owning of customer tickets including access and service requests
  • Ensure compliance with the company’s policies and procedures, statutory, and regulatory requirements.
  • Work alongside other Service Bureau support staff, Service Bureau Operations and Professional Services Team to assist in the efficient delivery of services to Bottomline customers.
  • Manage the Change Control process and deployment strategy to ensure all future releases to the Service are communicated, controlled and deployed in a manner suitable to meet both Bottomline and the client’s needs
  • Publish the service reports on usage, traffic, cases logged, change requests and improvement plans to Client Care and the customer on a monthly basis
  • Manage the Critical Incident with Support members of the team. Keep the customers updated on the Incident progress during the incident with timely notifications. Initiate and regulate an Incident report for customer review accordingly.
  • Follow up of an Incident, create and update problem records, manage known error database, root cause analysis and workaround management


About You – you will have:

  • Minimum of 5 years IT experience in the financial services industry in technical support roles
  • Windows 2003/2008 Server (To advanced user/basic administration level)
  • Linux (To advanced user/basic administration level)
  • Networking (Intermediate)
  • SWIFT and SWIFT operations
  • BACS and Faster Payments
  • Excellent Inter-Personal skills
  • Microsoft Office, Outlook and Excel
  • Salesforce for call logging
  • Customer and result oriented
  • Proactivity and reactivity
  • ITIL certified or knowledgeable