Operations Analyst

Consol Partners; Greater London; Hybrid; GBP 50,000 - 65,000; Full time

Job summary

A leading consulting firm is seeking a Tier 3 Tactical Operations Analyst for a 12-month contract in London. The role involves managing incidents and investigations, providing analytical insights, and leading tactical projects to enhance performance. Proficiency in tools like Salesforce, Slack, and Jira is essential. Candidates should have a background in operations with strong analytical skills and the ability to communicate effectively across teams. Hybrid working is available.

Qualifications

• Experience in incident management or analytical roles within a tech or service delivery environment.
• Ability to manage and deliver small-to-medium tactical projects independently.
• Proven analytical skills with experience using data analysis tools.

Responsibilities

• Ensure timely and accurate handling of incidents and investigations.
• Conduct deep-dive analyses to identify root causes and trends.
• Build dashboards to highlight risks and improvement opportunities.

Skills

Incident management

Operations analysis

Project management

Data visualization

Effective communication

Tools

Salesforce

Slack

Jira

Tableau

Google Workspace

Job description

Job Title: Tier 3 Tactical Operations Analyst

Duration: 12 Month Contract

Location: London, UK (Hybrid)

Role overview

• We are seeking a highly analytical and proactive Tier 3 Tactical Operations Analyst to join the Investigations & Incidents Team within our Customer Success organization. This role supports small business owners, accountants, and self-employed customers across the EMEA region.
• This is not a queue-based role. Instead, you will reinforce operational discipline, improve incident handling, reduce friction in workflows, and drive meaningful improvements across complex investigations and case work.
• You will operate at the intersection of operations, analysis, and project delivery-ensuring we respond effectively to incidents while identifying and fixing systemic issues.

Key Accountabilities

• Incident & Investigation Management:
  • Operational Discipline: Ensure timely, accurate, and consistent handling of incidents, investigations, and case work in line with established processes.
  • Triage & Progression: Assess, prioritise, and progress cases, proactively identifying gaps in speed, quality, or process adherence.
  • Workflow Coordination: Coordinate investigation and incident workflows, ensuring accurate assessment, assignment, and progression across teams.
• Analysis & Continuous Improvement:
  • Root Cause Analysis (RCA): Conduct deep-dive analyses to uncover root causes, systemic patterns, and recurring trends.
  • Analytical Insights: Produce data-driven insights that influence prioritisation of break fixes, tooling enhancements, and product improvements.
  • Process Simplification: Identify opportunities to streamline workflows, reduce friction, and optimise operational tooling.
  • Project Ownership: Lead and deliver small tactical projects, ensuring measurable outcomes that enhance operational performance.
• Communication & Reporting:
  • Reporting: Build lightweight dashboards and reports to highlight emerging issues, trends, risks, and improvement opportunities.
  • Cross-Functional Communication: Maintain clear communication across technical and non-technical teams; elevate critical blockers proactively.
  • Continuous Improvement: Support testing, validation, and rollout of new processes and operational methodologies.

Essential Skills

• Operational/Analytical Background: Experience in incident management, investigations, operations, or an analytical role within a tech or service delivery setting.
• Project Management: Ability to plan, manage, and deliver small-to-medium tactical projects independently.
• Technical Tooling: Proficiency with tools such as Salesforce, Slack, and Jira.
• Data Proficiency: Strong analytical skills with experience in Tableau, Google Workspace, or similar data visualization/analysis tools.
• Insight Generation: Ability to identify patterns in complex datasets and translate insights into clear, actionable recommendations.
• Communication Skills: Ability to communicate effectively with both technical (Engineering/Product) and non-technical (Ops/Support) stakeholders.
• Ownership & Autonomy: Demonstrated ability to bring structure to ambiguity, take full ownership, and drive outcomes independently.

Desirable Skills

• ITIL Foundation Certification (highly advantageous).
• Product Knowledge: Familiarity with QuickBooks or similar accounting/SaaS platforms.