Service Analyst

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{
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  "location": {
    "raw": "Frankfurt am Main, 60311, Germany",
    "city": "Frankfurt am Main",
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    "confidence": 0.8
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  "inferred_at": "2026-06-06T10:16:21.451Z",
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  "list_job": {
    "id": "234",
    "isRemote": null,
    "location": {
      "city": "Frankfurt am Main",
      "state": null
    },
    "atsLocation": {
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    },
    "departmentId": "18776",
    "locationType": "2",
    "jobOpeningName": "Service Analyst",
    "departmentLabel": "Client Service",
    "employmentStatusLabel": "Full-Time"
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    "location": {
      "city": "Frankfurt am Main",
      "state": null,
      "postalCode": "60311",
      "addressCountry": "Germany"
    },
    "datePosted": "2026-03-23",
    "atsLocation": {
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    "description": "<p><span style=\"font-weight: bold\">Role Overview</span></p>\n<ul>\n<li>We are looking for a <span style=\"font-weight: bold\">Service Analyst in Germany </span>to play a key role in elevating our IT support operations within a fast-paced fintech environment.</li>\n<li>You will act as a senior reference for the team in Brazil, combining hands-on client IT support with operational leadership, mentoring, and continuous improvement initiatives.</li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\">Key Responsibilities</span></p>\n<ul>\n<li>Deliver high-quality Level 1 and Level 2 technical support to customers, including investment banks, ensuring timely and effective resolution of incidents and requests.</li>\n<li>Act as the primary escalation point for complex, high-impact, or business-critical issues, driving them to resolution with urgency and accountability.</li>\n<li>Serve as a senior technical reference for the team, providing guidance on troubleshooting, best practices, and effective customer communication.</li>\n<li>Apply ITIL best practices across incident, problem, and request management to ensure consistent and efficient service delivery.</li>\n<li>Perform root cause analysis (RCA) to identify underlying issues, proactively detect trends, and implement preventive measures.</li>\n<li>Investigate and resolve technical issues involving APIs, system integrations, logs, and data formats such as XML and JSON.</li>\n<li>Mentor and support junior analysts, enhancing their technical capabilities and improving first-contact resolution rates.</li>\n<li>Identify gaps in processes, documentation, and tools, and lead continuous improvement initiatives to optimize support operations.</li>\n<li>Collaborate closely with Engineering and Product teams to address recurring issues and improve system reliability and user experience.</li>\n<li>Manage customer escalations with professionalism, ensuring clear communication and maintaining strong client relationships.</li>\n<li>Act as a liaison between local support operations in Brazil and global stakeholders, ensuring alignment and effective communication across regions.</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Essential Requirements</span></p>\n<ul>\n<li>Strong experience in IT Support / Service Desk roles, with senior-level exposure in software or SaaS.</li>\n<li>Demonstrated ability to work independently on <span style=\"font-weight: bold\">complex investigations</span> beyond basic L1 troubleshooting.</li>\n<li>Strong knowledge of ITIL practices, including Incident, Problem, and Change Management (certification is a plus).</li>\n<li>Experience with ITSM tools (e.g., Jira, Zendesk, or similar).</li>\n<li>Practical experience troubleshooting <span style=\"font-weight: bold\">APIs, integrations</span>, and working with tools such as <span style=\"font-weight: bold\">Postman</span>.</li>\n<li>Comfortable working with <span style=\"font-weight: bold\">logs, system behaviour, and data formats</span> (XML / JSON).</li>\n<li>Strong analytical and problem-solving skills, with the ability to troubleshoot complex platform and integration issues.</li>\n<li>Confident communicator, able to manage <span style=\"font-weight: bold\">customer escalations</span> calmly and professionally.</li>\n<li><span style=\"font-weight: bold\">Fluent in German and English</span> (written and spoken).<br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Desirable</span></p>\n<ul>\n<li>Fintech or financial services experience.</li>\n<li>Relevant certifications in IT Support, Networking, or Information Security (e.g., CompTIA, ITIL, or similar)</li>\n<li>Experience <span style=\"font-weight: bold\">leading or coordinating major incidents</span>.</li>\n<li>Experience coaching or mentoring junior team members.</li>\n</ul>\n<p> </p>\n<p><em>WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.</em></p>\n<p><br></p>",
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    "jobOpeningName": "Service Analyst",
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    "jobOpeningStatus": "Open",
    "minimumExperience": null,
    "jobOpeningShareUrl": "https://wsd.bamboohr.com/careers/234",
    "employmentStatusLabel": "Full-Time"
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