Job Title Senior Customer Platforms Analyst So who are we Hello we re IG Group We are a publicly traded FTSE250 FinTech company who run mobile web and desktop platforms that help our clients trade stocks shares leveraged products Futures Options and Crypto We are ambitious Over 340 000 people already use our platforms We re global with offices in 18 countries and products in 16 regions We re hungry to move faster ship better product for our customers and grow our user base We believe in high autonomy and we want people who are looking to do things differently in order to create better experiences for our customers We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth Your team This role sits within the Customer Platforms team responsible for ensuring the smooth operation configuration and performance of the contact-centre platforms that power client servicing across voice and digital channels The team enables reliable efficient and scalable support experiences for clients and agents by maintaining workflows routing logic platform hygiene and service stability Your role in the Team s Success As a Senior Customer Platforms Analyst you will own the lifecycle of platform requests and incidents raised through ServiceNow and Jira You will troubleshoot platform issues perform RCA and complete mid-complexity configuration updates that directly support operational SLAs Your work ensures that routing logic workflow changes queue skill updates and platform improvements are delivered accurately and safely into production This role plays a critical part in maintaining platform stability improving service outcomes and supporting the wider CX roadmap led by the Specialist and Architect What you ll do Manage the ServiceNow Jira queues for customer platform requests and incidents ensuring SLA adherence and transparent stakeholder communication Diagnose and resolve platform issues perform RCA and document cor