Service Analyst

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

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:

• 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 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.


• Following and delivering a service in a good support framework manner (ITIL) with a caller based focus.

We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.

About You

• 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.


• 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.

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.

Please see our Rewards and Recognition page for more information.

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.

£30,000 - £35,000 dependent on skills and experience