Data Analyst - Customer Success

EF Recruitment; City Of London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading SaaS organization is seeking an experienced Operations Analyst for a 12-month contract in Central London. This hybrid role requires strong analytical skills, particularly in incident management and investigations. Candidates should be comfortable with tools like Google Workspace, Tableau, Slack, and Salesforce. The position entails providing analytical insights and improving processes related to incident handling. Benefits include a global company culture and free breakfast.

Benefits

Global company

Long contract

Free breakfast

Qualifications

• Experience in incident management or investigations in a service environment.
• Proficient in Google Workspace and Tableau.
• Strong analytical skills and ability to transform insights into recommendations.

Responsibilities

• Support timely handling of incidents and investigations.
• Ensure cases are progressed according to expectations.
• Perform root cause analysis on incidents.
• Provide insights to prioritize fixes and improvements.
• Contribute to process improvements.

Skills

Incident management experience

Strong analytical skills

Google Workspace proficiency

Tableau knowledge

Familiarity with Slack

Salesforce experience

Jira experience

Ability to identify patterns in data

ITIL Foundation (preferred)

Job description

Our client an award winning SaaS organisation providing software solutions to the SME marketplace is now seeking an experienced Operations Analyst for a 12 month contract. Central London location, hybrid, with 2-3 days a week in the office.

You will help the team maintain a consistent and structured approach to handling investigations and incidents.

Skills

• Experience in incident management, investigations, operations, or analytical role in a service environment.
• Strong analytical skills such as Google Workspace and Tableau.
• Comfortable using Slack, Salesforce, Jira, and similar operational tools.
• Ability to identify patterns in data and turn insights into actionable recommendations.
• ITIL Foundation preferred.

Responsibilities

• Support timely and consistent handling of incidents, investigations, and related case work.
• Ensure cases are triaged and progressed in line with expectations, highlighting gaps in speed, quality, or process.
• Perform root cause analysis and identify trends across incidents and recurring issues.
• Provide analytical insights that help prioritise fixes and improvements.
• Contribute to improvements that resolve issues more quickly.

Benefits

• Global company, long contract
• Hybrid role
• Free breakfast