Senior Service Automation Analyst, Wealth

NatWest Group; Bristol; Remote; GBP 50,000 - 70,000; Full time

Job summary

A financial services provider in Bristol seeks a Senior Service Automation Analyst to enhance service quality and manage incident resolution. The ideal candidate has experience in IT support, strong analytical skills, and the ability to implement automation initiatives. Opportunities to work on self-service tools and process improvements in a remote-first environment are available.

Qualifications

• Proven experience in a Service Desk or IT Support role focused on service improvement.
• Strong analytical skills with experience in trend analysis.
• Highly organised with the ability to balance operational demands and improvement initiatives.

Responsibilities

• Analyse incident and request data to drive meaningful service improvements.
• Lead initiatives to eliminate or automate high-volume, low-value tasks.
• Own and manage incidents through to resolution, ensuring SLAs are met.

Skills

Service Desk or IT Support experience

Analytical skills

Problem management

Excellent communication skills

Stakeholder management

Tools

ServiceNow

Power BI

Scripting and workflow automation tools

Job description

Join us as a Senior Service Automation Analyst, Wealth

Overview

In this role, you’ll be responsible for application support and full incident management, with a focus on resolution, analysis, and continuous improvement. You’ll plan, develop and undertake technical support for all Wealth applications, services, activities and processes, as well as supporting internal colleagues across the business, ensuring the smooth operation of front-facing teams.

Responsibilities

• Analyse incident and request data to identify patterns, trends, and recurring issues, using insights to drive meaningful service improvements
• Identify high-volume, low-value tasks and lead initiatives to eliminate or automate them, supporting the development of self-service tools like FAQs, chatbots, and automation workflows
• Act as a bridge between the Service Desk and wider IT teams, ensuring insights are shared and acted upon
• Guide the team in adopting proactive approaches to incident handling and trend analysis, fostering a culture of continuous improvement and knowledge sharing
• Own and manage incidents through to resolution, ensuring SLAs are met and user impact is minimised, providing expert support across all Wealth applications

What you’ll need

We’re looking for someone with proven experience in a Service Desk or IT Support role, with a focus on service improvement and problem management. You’ll also need strong analytical skills and experience with trend analysis. In addition, you’ll need to be highly organised with the ability to balance operational demands and improvement initiatives and have excellent communication and stakeholder management skills.

• Experience of ServiceNow
• Familiarity with ITSM and ITIL practices
• Experience with automation and self-service tools such as scripting, workflow automation, chatbots
• Awareness of AI tools and their application in IT support
• Experience with Power BI and basic programming knowledge

Hours

35

Job Posting Closing Date

Job Posting Closing Date: 22/10/2025

Ways of Working: Remote First