Product Support Engineer

Role: Product Support Engineer

Location: London (3 days a week)

Employment: Fulltime (SC Cleared & NPPV3 Cleared)

The role is required to support how intelligence is collected, managed, and shared to help the client tackle economic crime, including fraud, insider dealing, and regulatory breaches. It acts as an enabler role, making sure the systems, processes, and relationships are in place so intelligence can flow effectively across teams and external partners. The role is critical because it enables the intelligence function to operate effectively, which in turn supports enforcement actions and the client's wider mission to combat financial crime.

The purpose of the role is

• Keeping intelligence systems running smoothly and securely.

• Ensuring the right people have the right access at the right time.

• Helping internal and external users make effective use of those systems.

• Supporting oversight, audit, and improvement of intelligence processes.

Key Accountabilities & Responsibilities

Systems & operational support

• Act as a system administrator for key intelligence platforms.

• Maintain, monitor, and improve systems.

• Handle upgrades, renewals, and day-to-day issues.

• Support testing (UAT) and implementation of new features.

Access & governance

• Implement requisite controls and assurance:

• Manage user onboarding, offboarding, and permissions.

• Ensure compliance with audit and security requirements. Produce management information (MI) and support audits.

Stakeholder coordination

• Work across a wide network

• Internal client teams (Supervision, Enforcement, etc.)

• External partners like government departments and law enforcement.

• This includes onboarding external users and maintaining relationships.

Process improvement & best practice

• The role isn't just operational-it also looks for:

• Opportunities to improve systems and workflows.

• Ways to increase adoption and proper usage.

• Contributions to documentation, training, and knowledge sharing.

Project and change support

• The role will contribute to broader initiatives

• Supporting system changes, procurements, and transitions.

• Helping define requirements and test solutions.

• Ensuring smooth rollout into business-as-usual operations.

Mandatory skills

• NPPV3 clearance is a must
• ITIL v4 or equivalent experience, SIAM Service Management frameworks, procedures, processes and technologies (i.e. SNOW)
• Excellent problem solving, leading service-related operational escalations and issues to successful resolution with the Product Group team
• Experience in Risk Management
• Excellent communicator, able to convey technical information to non-technical stakeholders at all levels of the organisation
• Experience of working with secure systems with highly sensitive data
• Experience of working within major financial services or government IT environments.
• Experience of working with 3rd party or offshore suppliers.

Essential Criteria

• Solid understanding as to how the systems operate both from a user interface perspective and how the systems are configured. This enables the systems to better support strategic goals and objectives.
• Negotiation and influencing skills, able to work with client's business teams and Technology teams to deliver consistent services.
• Understanding of intelligence handling, information assurance and access controls.
• Ability to assess operational, security and delivery risks.
• Ability to influence technical and business stakeholders at multiple organisational levels.
• Analytical skills, able to analyse a problem, often with imperfect information, driving out clarity to enable decision making.
• The role must assess risks, identify root causes, coordinate multiple stakeholders and determine appropriate courses of action to maintain critical intelligence services.

Desirable Criteria

• The role requires strong influencing, negotiation and relationship management skills.
• The role must engage confidently with business stakeholders, technology specialists, suppliers and external partners to resolve issues, challenge performance and achieve operational outcomes.
• The role regularly translates technical concepts into business language and vice versa, ensuring effective decision making across diverse stakeholder groups.

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