Service Operations Analyst – ITSM for Critical Timing

National Physical Laboratory (NPL); Teddington; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Flexible working

Diversity & inclusion

Job summary

The National Physical Laboratory (NPL) in the United Kingdom is seeking a Service Operations Analyst to join its Time & Frequency department. You will apply ITSM best practices to monitor services, manage incidents, changes and user access, ensuring secure, reliable operations across critical infrastructure.

You will work with ITSM tools and collaborate with cross‑functional teams to improve processes while maintaining governance and compliance.

Qualifications

• Experience in Service Operations or technical support handling incidents, changes and service requests.
• Knowledge of ITIL principles and service management best practice.
• Experience with ITSM and operational tools such as ServiceNow, Jira, Remedy or Zabbix.
• Educational background in IT, CS, telecomms, engineering or related field.

Responsibilities

• Monitor services, networks and apps; respond to events, alerts and incidents.
• Manage incidents through investigation, escalation, resolution and closure.
• Handle change enablement including assessment, approval and tracking.
• Support service requests, user access admin and Active Directory activities.
• Serve as Service Desk contact for operational issues and maintain records.

Skills

ITIL knowledge

Incident management

Change management

ServiceNow/Jira

ITSM tools

Education

Bachelor’s degree in IT/CS/Telecommunications/Engineering

Tools

ServiceNow

Jira

Remedy

Zabbix

Job description

The National Physical Laboratory (NPL) in the United Kingdom is seeking a Service Operations Analyst to join its Time & Frequency department. You will apply ITSM best practices to monitor services, manage incidents, changes and user access, ensuring secure, reliable operations across critical infrastructure.

You will work with ITSM tools and collaborate with cross‑functional teams to improve processes while maintaining governance and compliance.