Operations Support Analyst

JR United Kingdom; City of Edinburgh; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A dynamic company is seeking an Operations Support Analyst to enhance service operations within HR, Finance, and ERP systems. In this role, you'll be pivotal in improving service delivery and driving meaningful change in an ITIL-aligned environment. If you have a strong analytical mindset, 2-3 years experience, and enjoy cross-team collaboration, we'd love to hear from you.

Qualifications

• 2–3 years' experience in Operations Support role.
• Experience improving IT service delivery in ITIL-aligned environments.
• Familiarity with Lean or Six Sigma methodologies.

Responsibilities

• Monitor and maintain daily service operations; manage incidents and escalations.
• Lead operational improvement initiatives, analyse performance trends.
• Build dashboards and reports using Excel and Power BI.

Skills

Analytical mindset

Problem-solving

Service management

Reporting and analytics

Stakeholder management

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.