Systems Analyst

TN United Kingdom; London; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a detail-oriented Systems Analyst to enhance their service management operations. This role involves optimizing enterprise systems through process mapping and technical documentation, focusing on the Zoho Desk platform. The successful candidate will collaborate with senior leadership and cross-functional teams to streamline workflows and drive impactful changes. If you're passionate about improving technical processes and enjoy working in a dynamic environment, this opportunity is perfect for you. Join a forward-thinking company that values innovation and efficiency in its operations.

Qualifications

• Proven experience in a technical Systems Analyst or Enterprise Process Analyst role.
• Strong proficiency with process mapping and diagramming tools.

Responsibilities

• Analyse and document existing enterprise systems and workflows.
• Create end-to-end process maps and system architecture diagrams.

Skills

Technical Systems Analysis

Process Mapping

Technical Documentation

Analytical Skills

Problem-Solving

Tools

Zoho Desk

Visio

Lucidchart

SharePoint

Job description

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Systems Analyst – 3 Month Contract – London (Hybrid) – Outside of IR35

We are looking for a technically minded and process-driven Systems Analyst to support the optimisation of our enterprise systems and service management operations. Working closely with senior leadership, service desk stakeholders, and cross-functional teams, this role is key to designing, documenting, and enhancing the technical backbone of our internal support ecosystem.

This role focuses heavily on process mapping, technical documentation, and enterprise system design, with a view to streamlining our Zoho Desk-based service management platform and related operational workflows. The successful candidate will provide the architectural insight and documentation discipline needed to drive meaningful change across our multi-site business.

The Systems Analyst is required onsite 3 days a week in London.

Key Responsibilities:

• Analyse and document existing enterprise systems and workflows, with a focus on service management and internal support operations.
• Create end-to-end process maps, system architecture diagrams, and technical documentation for existing tools, including Zoho Desk and integrated platforms.
• Work with stakeholders to establish and formalise SLAs, escalation paths, and ownership models.
• Evaluate current technical configurations, integrations, and dependencies across functions, vendors, and support channels.
• Lead workshops and conduct structured interviews to extract and validate technical and procedural knowledge.
• Identify technical bottlenecks or inefficiencies and make actionable recommendations for improvements or automation.
• Maintain all documentation using SharePoint to ensure it's version-controlled, searchable, and up-to-date.
• Act as a bridge between technical and non-technical teams, ensuring all process improvements are both functional and sustainable.

Experience & Skills:

• Proven experience in a technical Systems Analyst or Enterprise Process Analyst role, ideally within a service delivery or service management environment.
• Strong proficiency with process mapping and diagramming tools such as Visio, Lucidchart, or similar.
• Demonstrated experience producing system architecture diagrams, integration maps, and structured technical documentation.
• Hands-on knowledge of enterprise support systems—experience with Zoho Desk or similar service desk platforms is strongly preferred.
• Familiarity with service management frameworks (e.g., ITIL) and their application in modern support environments.
• Confidence engaging with senior stakeholders to translate business needs into system-level insights and documentation.
• Strong analytical and problem-solving skills; able to understand both the technical and operational impact of proposed changes.

To discuss this exciting opportunity in more detail, please APPLY NOW or reach out to Connor Smal via the VIQU IT Recruitment website.

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