Senior Service Automation Analyst, Wealth

NatWest Group; Bristol; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading banking institution is looking for a Senior Service Automation Analyst to transform IT support. This role focuses on incident management and service improvement, leveraging analytical skills to drive innovation in customer service tools. The candidate should be experienced in ServiceNow and automation tools. This position offers a hybrid work model with time spent in the Bristol office.

Qualifications

• Proven experience in a Service Desk or IT Support role.
• Strong analytical skills and experience with trend analysis.
• Excellent communication and stakeholder management skills.

Responsibilities

• Responsible for application support and full incident management.
• Analyse incident and request data to identify patterns.
• Act as a bridge between the Service Desk and wider IT teams.

Skills

Analytical skills

Communication skills

Stakeholder management

Tools

ServiceNow

Power BI

Automation tools

Job description

Overview

Join us as a Senior Service Automation Analyst, Wealth. You’ll be at the heart of helping to transform the bank, connecting with our customers, delivering continuously and learning and living our principles. You’ll play a pivotal role in evolving how we deliver IT support, going beyond ticket resolution, using data, insight, and innovation to identify trends, reduce toil, and enhance the end-user experience across the organisation. The pace of change and associated training and development opportunities will create an engaging and supportive environment for you and help develop a broad range of transferable skills. You’ll work from home some of the time, but you’ll also spend at least one day a week working from our Bristol office.

• As a Senior Service Automation Analyst, Wealth, you’ll be at the heart of helping to transform the bank, connecting with our customers, delivering continuously and learning and living our principles
• You’ll play a pivotal role in evolving how we deliver IT support, you’ll go beyond ticket resolution, using data, insight, and innovation to identify trends, reduce toil, and enhance the end-user experience across the organisation The pace of change and associated training and development opportunities will create an engaging and supportive environment for you and help develop a broad range of transferable skills
• You’ll work from home some of the time, but you’ll also spend at least one day a week working from our Bristol office

Responsibilities

In this role, you’ll be responsible for application support and full incident management, your focus will be 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 our internal colleagues across the business, ensuring the smooth operation of for our front-facing teams.

Day-to-day, you’ll:

• 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

Qualifications

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. You’ll 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