Rail Service Operations Analyst - ITIL & Data Insight

Rail Delivery Group; Greater London; On-site; GBP 34,000 - 44,000; Full time

Job summary

Rail Delivery Group is seeking a Service Operations Analyst to join the service delivery team on a 12-month Fixed Term Contract. You will support in the delivery of fares and retail services, assist in incident and service request handling, and provide day-to-day service desk support.

You will work across multiple services, including the Product Management Service and Data Transformation Service, ensuring quality and timely updates within SLAs while developing subject-matter expertise in rail

Qualifications

• High level of analytical skills.
• Ability to identify and resolve problems quickly and effectively.
• Good written and verbal communication skills.
• Intermediate to advanced knowledge of Microsoft Office suite (e.g. Excel, Word, Visio, Access).
• Excellent attitude to customer service.
• Attention to detail.
• Ability to adapt to new procedures and embrace change.
• Confident in working in a multi-stakeholder environment.

Responsibilities

• Monitor the performance of the Services to ensure they are delivered in accordance with contractual requirements and maintain service quality.
• Support the day-to-day operation of the Service Desk and manage tickets within ITIL processes.
• Investigate and resolve incidents and service requests, escalating when necessary.
• Maintain accurate records of work in the service desk system and document solutions for internal/external use.
• Keep customers informed on status of incidents and maintenance activities.
• Liaise with suppliers and maintain collaborative relationships.
• Maintain reference data and respond to workflow requests to meet business needs.
• Identify and recommend service improvements and support release management.
• Provide guidance on allocated services to support industry objectives.
• Assist with service testing and smaller projects as required.
• Build relationships with cross-industry stakeholders including customers and partners.

Skills

Analytical skills

Problem solving

Communication

MS Office

Customer service

Attention to detail

Adaptability

Stakeholder management

Education

Degree (Desirable)

Job description

Rail Delivery Group is seeking a Service Operations Analyst to join the service delivery team on a 12-month Fixed Term Contract. You will support in the delivery of fares and retail services, assist in incident and service request handling, and provide day-to-day service desk support.

You will work across multiple services, including the Product Management Service and Data Transformation Service, ensuring quality and timely updates within SLAs while developing subject-matter expertise in rail