Operations Support Analyst

JR United Kingdom; Cardiff; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a proactive Operations Support Analyst to join their growing team. You will play a vital role in improving service operations, supporting key business applications across enterprise IT systems. This position is ideal for problem solvers with analytical skills and experience in ITIL-based environments who want to contribute to operational improvements and enhance service delivery.

Qualifications

• 2–3 years' experience in an Operations Support role within enterprise IT.
• Experience in ITIL-aligned environments and continuous improvement.
• Skilled in reporting and analytics using Excel and Power BI.

Responsibilities

• Monitor and maintain daily service operations; manage incidents and escalations.
• Lead operational improvement initiatives beyond daily ticket processing.
• Build dashboards and reports (SLAs, KPIs) using tools like Excel and Power BI.

Skills

Analytical mindset

Problem-solving

Communication

Stakeholder management

Reporting and analytics

Tools

Excel

Power BI

Job description

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Location: London | Hybrid (3 days/week in-office)

We’re looking for a proactive Operations Support Analyst to join a dynamic, growing team supporting key business applications and driving meaningful change across enterprise IT systems. Reporting to the Operations Manager, you’ll play a vital role in not only supporting service operations but also shaping how they improve over time.

This is a chance to take ownership of service improvement initiatives, contribute to an ITIL-aligned environment, and help streamline operations across HR, Finance, ERP, and integration platforms.

About You

You’re a problem-solver with a strong analytical mindset and hands-on experience in enterprise IT. You understand how to support and improve complex environments, not just react to them. You enjoy working across teams, identifying inefficiencies, and seeing your ideas through to tangible outcomes. Experience in ITIL-based environments and continuous improvement is key.

Key Responsibilities

• Monitor and maintain daily service operations; manage incidents and escalations
• Lead and contribute to operational improvement initiatives — going beyond daily ticket processing
• Analyse performance trends and recommend system/process optimisations
• Build dashboards and reports (SLAs, KPIs) using tools like Excel and Power BI
• Document internal processes and training materials to support consistent service
• Work closely with internal teams and external vendors, managing SLAs and service quality
• Support release and change management processes in line with service management best practices

Requirements

• 2–3 years' experience in an Operations Support role within enterprise IT (HR, Finance, ERP, integrations)
• Demonstrated experience improving IT service delivery and operations within an ITIL-aligned environment
• Strong understanding of service management and release cycles
• Skilled in reporting and analytics (Excel, Power BI); able to identify trends and inefficiencies
• Excellent communication and stakeholder management skills
• Familiarity with Lean, or Six Sigma methodologies (certification a bonus, but not required)

If you’re a self-starter with a passion for improving how operations run — not just maintaining them — we’d love to hear from you.