Operations Analyst

EF Recruitment; City of Westminster; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading SaaS organization in Central London seeks an experienced Operations Analyst for a 12-month contract. The role involves supporting incident management and providing analytical insights to enhance processes. Candidates should possess strong operational skills and experience with tools like Google Workspace, Salesforce, and Jira. This hybrid position offers benefits such as free breakfast and a collaborative work environment.

Benefits

Global company contract

Hybrid role

Free breakfast

Qualifications

• Experience in incident management or analysis roles.
• Strong analytical and operational skills.
• Ability to identify data patterns and provide recommendations.

Responsibilities

• Support timely handling of incidents and investigations.
• Ensure proper triage and progression of cases.
• Perform root cause analysis on incidents.
• Provide insights to prioritize improvements.
• Contribute to quicker issue resolution.

Skills

Incident management experience

Strong analytical skills

Knowledge of Google Workspace

Familiarity with Tableau

Proficiency in Slack

Experience with Salesforce

Usage of Jira

ITIL Foundation certification (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 an 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 with Product and Engineering.
• Contribute to improvements that resolve issues more quickly.

Benefits

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