Publishing Platform Service Analyst (Hybrid, Oxford)

Oxford University Press; Oxford; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Pension contributions up to 12%

25 days holiday + bank holidays

Travel to work schemes

Discretionary annual payment

Salary Finance discounts

Job summary

Oxford University Press is seeking a Service Analyst to triage issues, perform root cause analysis and deliver BAU changes. You will work with platform developers, internal teams and partners to ensure high-quality services for customers and colleagues.

The role sits in the Product Operations team with a focus on continual improvement, knowledge transfer, and coaching. A hybrid policy requires a minimum of 2 days per week in the Oxford office, with a discretionary annual payment and pension

Qualifications

• Excellent written and verbal communication skills
• Ability to work independently with strong organisational skills
• Able to manage and balance priorities under time pressure
• Quickly learn new tasks and systems
• Proven problem solving and analytical abilities
• Experience in the publishing industry
• Experience in supporting publishing platforms

Responsibilities

• Triages issues and performs root cause analysis with BAU changes
• Provides technical recommendations and defect prioritisation
• Collaborates with platform developers, internal teams and partners
• Coaches colleagues and transfers knowledge through documentation
• Maintains knowledge of platform configurations and developments
• Engages with customers to deliver a high-quality experience
• Delivers proactive requests: access control, content collections, monitoring, third-party feeds
• Supports major incident management to restore operations
• Logs problems and tracks resolutions with suppliers or internal teams
• Works within ITIL framed service delivery with a caller-based focus

Skills

Communication

Independent work

Organisational skills

Problem solving

Publishing industry experience

Tools

ServiceNow

JIRA

Job description

Oxford University Press is seeking a Service Analyst to triage issues, perform root cause analysis and deliver BAU changes. You will work with platform developers, internal teams and partners to ensure high-quality services for customers and colleagues.

The role sits in the Product Operations team with a focus on continual improvement, knowledge transfer, and coaching. A hybrid policy requires a minimum of 2 days per week in the Oxford office, with a discretionary annual payment and pension