Service Operations Analyst

National Physical Laboratory; Teddington; Remote; GBP 45,000 - 65,000; Full time

Job summary

The National Physical Laboratory in the United Kingdom seeks a Service Operations Analyst to join the Time & Frequency department. You will monitor services, coordinate incidents, drive change enablement and manage access controls to ensure high availability.

You should have ITIL knowledge, experience with ITSM tools like ServiceNow or Jira, and a background in IT or engineering. SC clearance or the ability to obtain it is essential for this role.

Qualifications

• Experience in service operations and managing incidents, changes and service requests.
• Experience coordinating Help Desk or first-line support activities.
• Knowledge of ITIL principles and service management best practice.
• Experience using ITSM tools such as ServiceNow, Jira, Remedy or Zabbix.
• Education in IT, Computer Science, Engineering or related discipline.

Responsibilities

• Manage the monitoring of services, networks and applications.
• Coordinate incident management activities and service restoration.
• Lead Change Enablement, assessing and implementing requests.
• Manage service requests, user access controls and operational admin.
• Maintain asset, configuration and service management records.
• Coordinate backup, software maintenance and configuration activities.
• Drive compliance with security and cyber requirements across operations.
• Contribute to ITSM/ITIL-aligned process improvement.

Skills

Service Operations

ITSM

Incident management

Change enablement

Service requests

Help Desk coordination

ITIL principles

ITSM tools

Education

Information Technology/CS/Engineering qualification

Tools

ServiceNow

Jira

Remedy

Zabbix

Job description

About the Role

Our world-leading Time & Frequency departmentis seeking aService Operations AnalystwithprovenexpertiseinIT service management (ITSM).

This is an exceptionalopportunity to join theglobalauthority in precision timingat a defining moment for UKdigitalinfrastructure.

Backed by a government investment of £180 millionin the National Timing Centre (NTC) programme, we are developing aworld-firstresilient time distribution capability that willprovide industry with a robust complement tosatellite systems (such as GPS)–which are increasingly vulnerable to disruption from solar storms,jammingand spoofing.

This will underpin essential services, including:

• Telecommunications,
• Online banking,
• Emergency response,
• Transport networks,and
• Wider digitaland data-drivenoperations.

Together, these services form the backbone of modern society-and your leadership will help ensure theyremainsecure,reliableand robust evenifglobal navigation satellite systems fail.

Key Responsibilities:

• Manage the monitoring of services, networks and applications, ensuring timely response to operational events, alerts and incidents.
• Coordinate incident management activities, driving investigations, escalations and service restoration.
• Lead Change Enablement activities, ensuring requests are appropriately assessed, reviewed and implemented.
• Manage service requests, user access controls and operational administration activities.
• Maintain and improve asset, configuration and service management processes and records.
• Coordinate backup, software maintenance and configuration activities to support service availability and resilience.
• Drive compliance with operational, security and cyber requirements across service operations activities.
• Contribute to the development, implementation and continuous improvement of ITSM and ITIL-aligned operational processes.

About You

To be successful in this role, you will have the following skills, experience, and qualifications:

Essential:

• Experience in a Service Operations, IT or technical support environment, supporting incident, change and service request management
• Experience coordinating Help Desk, Service Desk or first-line support activities.
• Knowledge of ITIL principles and service management best practice.
• Experience using ITSM and operational tools (such as ServiceNow, Jira, Remedy, Zabbix or similar platforms).
• Education and/or qualifications in Information Technology, Computer Science, Engineering or a related discipline.

Desirable:

• Familiarity with asset, configuration or documentation management processes.
• Understanding of network and telecommunications technologies, standards and protocols.
• Experience supporting cyber security, event monitoring or incident response activities.
• Experience contributing to operational process improvement and service maturity initiatives

We actively recruit citizens of all backgrounds, but the nature of our work in specific departments means that nationality,residencyand security requirements can be more tightly defined than others. You will be asked about this throughout the recruitment process. To work at NPL, you will need to obtain BPSS security clearance.

However, to work in this role in the Time and Frequency department, you will need to have an SC clearance with no restrictions, or you must have the ability to obtain an SC clearance.

About Us

The National Physical Laboratory (NPL) is a world-leading centre of excellence that providescutting-edgemeasurement science,engineeringand technology to underpin prosperity and quality of life in the UK. Find out more about what it is like working here -The measure of us - Overview

NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria. Applications from women, disabled and black, Asian and minority ethnic candidatesin particular areencouraged. All disabled candidates (as defined by the Equality Act 2010) who satisfy theminimumcriteria for the role will be guaranteed an interview under the Disability Confident Scheme.

At NPL, we believe our success is a result of the diversity and talent of our people.We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, as part of our commitment to diversity & inclusion, we’re creating an environment where all our colleagues feel supported and welcome. More about this on ourDiversity & Inclusionpage.

We are committed to the health and well-being of our employees. Flexible working and social activities are embedded in ourculture to create a positive work-life balance, along with a broad range of rewards, benefits and recognition.Our valuesare at the heart of what we do, and they shape the way we interact, develop ourpeopleand celebrate success.To ensure everyone has an equal chance,we’re realways willing to make reasonable adjustments to the recruitment process. If you would like to discuss, pleasecontact us.