Operations Analyst - Tier 3

EF Recruitment; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading SaaS organization is seeking an experienced Operations Analyst for a 12-month contract based in Central London. This hybrid role involves maintaining a structured approach to incident management and investigations. The ideal candidate should possess strong analytical skills, and familiarity with tools such as Google Workspace and Tableau. Benefits include free breakfast and a global company environment. Join a team that focuses on continuous improvement and actionable insights.

Benefits

Global company

Long contract

Free breakfast

Qualifications

• Experience in incident management, investigations, or analytical roles in a service environment.
• Strong analytical skills and proficiency in tools like Google Workspace and Tableau.
• Ability to identify patterns in data and turn insights into actionable recommendations.

Responsibilities

• Support timely and consistent handling of incidents and investigations.
• Ensure cases are triaged and progressed in line with expectations.
• Perform root cause analysis and identify trends across incidents.
• Provide analytical insights for prioritising fixes and improvements.

Skills

Incident management

Analytical skills

Google Workspace

Tableau

Slack

Salesforce

Jira

ITIL Foundation

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 up to Tier 3 level 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.
• Contribute to improvements that resolve issues more quickly.

Benefits

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