WSD

Senior Service Analyst

WSD

full-time

Posted on:

Location Type: Hybrid

Location: Frankfurt am Main • Germany

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Job Level

Senior

Tech Stack

ITSM

About the role

  • Deliver high-quality Level 1 and Level 2 technical support to customers, including investment banks, ensuring timely and effective resolution of incidents and requests.
  • Act as the primary escalation point for complex, high-impact, or business-critical issues, driving them to resolution with urgency and accountability.
  • Serve as a senior technical reference for the team, providing guidance on troubleshooting, best practices, and effective customer communication.
  • Apply ITIL best practices across incident, problem, and request management to ensure consistent and efficient service delivery.
  • Perform root cause analysis (RCA) to identify underlying issues, proactively detect trends, and implement preventive measures.
  • Investigate and resolve technical issues involving APIs, system integrations, logs, and data formats such as XML and JSON.
  • Mentor and support junior analysts, enhancing their technical capabilities and improving first-contact resolution rates.
  • Identify gaps in processes, documentation, and tools, and lead continuous improvement initiatives to optimize support operations.
  • Collaborate closely with Engineering and Product teams to address recurring issues and improve system reliability and user experience.
  • Manage customer escalations with professionalism, ensuring clear communication and maintaining strong client relationships.
  • Act as a liaison between local support operations in Brazil and global stakeholders, ensuring alignment and effective communication across regions.

Requirements

  • Strong experience in IT Support / Service Desk roles, with senior-level exposure in software or SaaS.
  • Demonstrated ability to work independently on complex investigations beyond basic L1 troubleshooting.
  • Strong knowledge of ITIL practices, including Incident, Problem, and Change Management (certification is a plus).
  • Experience with ITSM tools (e.g., Jira, Zendesk, or similar).
  • Practical experience troubleshooting APIs, integrations, and working with tools such as Postman.
  • Comfortable working with logs, system behaviour, and data formats (XML / JSON).
  • Strong analytical and problem-solving skills, with the ability to troubleshoot complex platform and integration issues.
  • Confident communicator, able to manage customer escalations calmly and professionally.
  • Fluent in German and English (written and spoken).
  • Desirable Fintech or financial services experience.
  • Relevant certifications in IT Support, Networking, or Information Security (e.g., CompTIA, ITIL, or similar).
  • Experience leading or coordinating major incidents.
  • Experience coaching or mentoring junior team members.
Benefits
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT SupportService DeskIncident ManagementProblem ManagementChange ManagementAPI troubleshootingSystem integrationsRoot cause analysisData formats (XML, JSON)Analytical skills
Soft Skills
CommunicationProblem-solvingMentoringCustomer relationship managementCollaborationIndependenceProfessionalismLeadershipContinuous improvementCalm under pressure
Certifications
ITILCompTIAIT Support certificationNetworking certificationInformation Security certification