Service Operations Analyst

National Energy System Operator; Warwick; Hybrid; GBP 50,000 - 57,000; Full time

Benefits offered by this job

Flexible Holidays

Birthday Off

Cycle to Work & Discounts

Private Medical Insurance

Job summary

National Energy System Operator (NESO) is seeking a Service Operations Analyst to strengthen the Data Sharing Infrastructure (DSI) service layers. The role focuses on monitoring stability, capacity and availability, while building dashboards and reports to reveal KPIs and SLA performance.

You will maintain Confluence runbooks and coordinate incident response, ensuring smooth feature transitions into live service.

Qualifications

• Experience in service operations within technical or digital environments.
• Ability to develop and maintain dashboards and reports for governance and reviews.
• Proven track record coordinating incident response and service desk processes.
• Experience maintaining knowledge bases and runbooks (e.g. Confluence).

Responsibilities

• Monitor the performance, capacity and availability of DSI services and address issues promptly.
• Develop and maintain service dashboards and reports (PowerBI) to track SLAs, KPIs, and trends.
• Maintain service documentation in Confluence with accurate runbooks and articles.
• Coordinate troubleshooting and incident response with internal teams and vendors to restore service performance.
• Support transition of new features into live service with operational readiness.
• Manage and improve service desk processes and contribute to improvement planning.
• Track service metrics and report on governance forums; feed feedback to product backlog.

Skills

Monitoring service stability

Performance reporting

PowerBI dashboards

Confluence knowledge

Incident response

Service desk processes

Vendor coordination

Tools

PowerBI

Confluence

Incident management tools

Job description

About The Role

National Energy System Operator (NESO) are now looking for a Service Operations Analyst to support the delivery and performance of the Data Sharing Infrastructure (DSI) by strengthening service operations, tooling and performance reporting.

The DSI is a decentralised socio-technical solution that will enable secure, resilient, and standardised data sharing between energy system participants.

The Service Operations Analyst will focus on monitoring service stability, capacity and availability, developing service dashboards and reports that provide clear visibility of performance against KPIs and SLA.

They will ensure operational documentation is well maintained in Confluence, supporting knowledge sharing, governance and transparency across the product team.

The role will involve supporting incident response and technical troubleshooting, managing service desk processes to ensure new features are transitioned smoothly into live service.

This is a key role in ensuring the DSI remains reliable, secure, and responsive to user needs while driving continuous improvement and excellence.

This role can be based from Wokingham, Warwick or Glasgow and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.

Applicants must have the right to work in the UK by the start of employment. Visa sponsorship may not be available for this role and will be considered in line with business requirements.

Key Accountabilities

• Monitor the performance, capacity and availability of DSI services, ensuring issues are identified and addressed promptly.
• Develop and maintain service dashboards and reports (e.g. PowerBI to track SLAs, KPIs, and trends for governance and service reviews.
• Maintain and update service documentation in Confluence, ensuring runbooks, knowledge articles, and processes are accurate and accessible.
• Coordinate technical troubleshooting and incident response, working with internal teams and third-party vendors to restore service performance.
• Support the transition of new features into live service, ensuring operational readiness and alignment with service standards.
• Manage and improve service desk processes, contributing to performance reviews and improvement planning.
• Track and report on service metrics, contributing to review and identifying opportunities for service improvement.
• Act as a key contact for service tooling and reporting queries, ensuring feedback is prioritized into the product backlog.
• Contribute to continuous improvement initiatives, using service data and tooling insights to recommend enhancements.
• Provide updates and insights to service governance forums, ensuring performance and operational risks are effectively communicated.

About You

We’re forging the path, and we know we can’t do it alone. That’s why we need visionary minds like yours to join us on this transformative journey. In this case, we’re looking for someone who is:

• Passionate about digital transformation in the energy sector, with a focus on service stability, performance and user experience.
• Passionate about using service data, dashboards, and tooling to improve operations and support continuous improvement.
• Experienced in service operations within technical or digital environments, including monitoring, incident response, and performance reporting.
• Experienced in maintaining service documentation and knowledge bases (e.g. Confluence) to support governance and transparency.
• Experienced in coordinating with internal teams and suppliers to resolve issues, manage escalations, and transition new features into live service.

You’ll bring strong operational awareness, attention to detail, and a proactive approach to service improvement.

What You'll Get

A competitive salary of £50,000 - £57,000 dependent on experience and capability

• You will receive a bonus based on company performance
• 26 days annual leave as standard
• A competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%
• Annual Enrollment to NESO Savings Plan, when you save between £20- £500 a month from your take-home pay, we will pay a 50% matching contribution

Benefits

• Flexible Bank Holidays & Holiday Trading
• Additional Birthday Day Off
• Cycle to Work Scheme, Retail & Gym Discounts
• Private Medical Insurance, Critical Illness Insurance & Personal Accident Insurance

About Us

At the National Energy System Operator (NESO), we play a vital role in tackling climate change and securing Great Britain's energy future. We already operate the world's fastest decarbonising electricity system and are working towards our ambition to run it carbon-free for a short period this year - provided the market supplies electricity exclusively from renewable sources. Alongside this, we provide expert advice to government on how to deliver a clean power system by 2030.

In autumn 2024, the Electricity System Operator (ESO) transitioned to become NESO - an independent, expert public corporation with a whole-system view across electricity, gas, and hydrogen. NESO operates independently and transparently, always acting in the best interests of all energy users.

Licensed and regulated by Ofgem, we make impartial decisions that balance sustainability, affordability and security. Our organisation is fully independent from government, the regulator and all commercial interests, with a clear focus on system-wide benefit, long term thing and public value.

The time to deliver is now. Join the energy transformation and help shape the future.

Your energy. Our future. Together

National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we encourage you to join us as Great Britain’s energy system undergoes an ambitious, exciting, and vital transformation.

Together with industry, we are creating a cleaner, more sustainable energy future.

More Information

This role closes at 23:59, on the day before date shown above, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.

Research shows that some people may hesitate to apply unless they meet every single requirement. At NESO, we believe potential comes in many forms and we're committed to a fair, inclusive recruitment

We're committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential. If this role sparks your interest but you're not sure you tick every box, we still want to hear from you. process where everyone has the opportunity to show their talents. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds.