Service Analyst

Oup Uk - Oxford; Oxford; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading academic publisher in Oxford seeks a Service Analyst to triage issues, conduct root cause analysis, and provide technical recommendations. The candidate will work collaboratively with teams to ensure high-quality service delivery. Essential skills include excellent communication, strong organization, and problem-solving abilities. Benefits include a supportive work environment, 25 days' holiday, and pension contributions.

Benefits

25 days' holiday

Pension contribution up to 12%

Loans and savings schemes

Access to local discounts

Qualifications

• Deliver a high-quality customer experience in a support framework.
• Able to manage and balance priorities effectively.
• Experience in publishing or support of publishing platforms is a plus.

Responsibilities

• Develop and maintain knowledge of platform configurations.
• Collaborate with virtual teams to deliver online products.
• Support customers in troubleshooting and issue resolution.
• Work with major incident management team during service disruptions.

Skills

Excellent written and verbal communication skills

Strong organizational skills

Problem solving and analytical skills

Ability to adapt communications

Tools

ServiceNow

JIRA

Job description

OUP's digital services enable the Press to deliver its mission of advancing knowledge and learning. We serve educational and academic institutions supporting researchers, teachers and learners. Our portfolio of services includes a broad range of digital, content and data‑centric platforms, web and eCommerce applications, learning & assessment services, online journals, and research platforms as well as a range of mobile apps. The Service Analyst (SA) performs a critical role within the Press with responsibility for triaging issues, root cause analysis, providing technical recommendations, defect prioritisation and delivering BAU change. This involves the use of a variety of tools such as ServiceNow and JIRA. The Service Analyst collaborates with platform developers, internal teams, third‑party partners, and discoverability partners to ensure our services meet the high expectation of customers and colleagues. As a member of the Product Operations team, the Service Analyst will be directly involved in embedding continual improvement to the support service Product Operations provides. This role will also work closely with our strategic technology partner, helping to coach colleagues, knowledge transfer through documentation and utilising time and resource to deliver an efficient service. Key responsibilities in this role will include:

Responsibilities

• Develop extensive and detailed knowledge of platform configurations and capabilities and maintain an awareness of new platform developments across the divisions.
• Engage with customers and colleagues to deliver a high‑quality experience.
• Deliver high‑value activities to meet key business objectives.
• Work collaboratively as part of a virtual team on the creation and maintenance of online products to scheduled dates as agreed with customers and internal stakeholders.
• Deliver a range of proactive requests to include: access control/user account creation, content collections, homepage reconfiguration, system monitoring, analysing usage statistics and managing/developing third‑party feeds etc.
• Provision of escalation support to both external (customers/societies) and internal (global business units/colleagues) users through the analysis and triage of issues using problem solving skills to troubleshoot and accurately diagnose platform, content, or service issues to include root cause resolution where appropriate.
• In the event of a service issue, work with the major incident management team to ensure the restoration of normal operations with minimal impact on the business, and within agreed service levels.
• Identify trends and patterns to log problem records within the service and track through to resolution with third party suppliers or appropriate internal resolution teams.

Essential Skills

• Following and delivering a service in a good support framework manner (ITIL) with a caller based focus.
• The ability to work independently with strong organisational skills.
• Excellent written and verbal communication skills with the ability to adapt communications for technical and non‑technical parties.
• Able to effectively manage and balance priorities under time pressure.
• The ability to quickly pick up new tasks and learn new systems and processes.
• Resourceful and have strong problem solving and analytical skills.
• A good team spirit and the ability to work collaboratively.

Desirable Skills

• Experience of working in the publishing industry.
• Experience of supporting publishing platforms.
• Experience in managing third party vendor and internal stakeholder relationships.
• Knowledge of ITIL or other technical competencies and frameworks.
• Ability to speak Spanish.

Benefits

We care about work/life balance here at OUP. With this in mind we offer 25 days' holiday that rises with service, plus bank holidays and Christmas closure (3‑days) and a 35‑hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts. This role comes with the added benefit of a discretionary annual payment.