Service Operations Integration Analyst - Davies Consulting

ZipRecruiter; City Of London; Remote; GBP 35,000 - 50,000; Full time

Job summary

A global recruitment platform is seeking a Service Operations Integration Analyst to ensure the smooth integration of IT services for customers in the UK. The ideal candidate will possess extensive experience in IT support, ITIL knowledge, and a focus on customer service. Responsibilities include incident resolution, onboarding support for new services, and collaboration with IT teams to address service gaps. The position offers a permanent full-time employment and inclusive company culture.

Benefits

Discounts for over 800 retailers

25 days holiday

Enhanced maternity and paternity leave

Pension matched up to 5%

Life Assurance (4 x basic salary)

Qualifications

• Experience in a large organization providing IT support.
• Experience with ITIL processes for service management.
• Technical expertise in administration of specified IT technologies.

Responsibilities

• Ensure rapid resolution of incidents and requests.
• Manage business communications throughout the issue lifecycle.
• Support onboarding of new services and customers.

Skills

Enterprise IT support

ITIL service management

Windows server administration

Microsoft 365 proficiency

LAN/WAN networking understanding

Education

ITIL V4 foundation

Tools

Intune

Active Directory

Windows desktop OS

Job description

Overview

Service Operations Integration Analyst

Application Deadline: 30 September 2025

Department: IT

Employment Type: Permanent - Full Time

Location: Home United Kingdom

Description

As a Service Operations Integration Analyst, this role requires a technical and service focussed support specialist to serve as a Subject Matter Expert for IT service(s) to support smooth and seamless integrations into the Service Operations Team.

This role will actively engage with customers, especially during the onboarding of new services, applications and/or customers. The role involves fostering strong relationships and providing continuous support throughout the implementation phase, ensuring a smooth experience for customers as they adapt to new services.

Identifying gaps between current services and new services during the implementation and onboarding phase and addressing those directly whether through knowledge transfers, technical enhancements to support the new service(s) and/or updating process documentation and collaborating with the relevant teams to address those.

You will adopt an automation-first, problem management-focused mindset for ticket management and resolution, focusing on addressing the root cause of issues not just the symptoms and prevent repeat occurrences to help minimize the transition of technical debt into the BAU Team.

You must have a customer focussed mindset for incident and request resolution, focusing on restoring service for impacted customers. You will provide support to major incidents working with the Operational Support Leads and other IT service managers and technical support staff as required.

For complex issues, you will escalate to the wider Service Operations and Technical Operations team ensuring that all key information is collected to enable an effective handover between support teams. You will work with the wider Service Operations team to identify enhancements which can be made to be able to resolve issues within the Service Operations team without requiring escalation.

In this role, you'll actively contribute to the culture of continual improvement, consistently seeking opportunities to enhance processes and procedures for overall efficiency and effectiveness.

Key Responsibilities

• Ensuring rapid resolution of incidents and requests with a customer service focus
• Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution
• Reduce repeat IT issues by helping to identify opportunities to resolve problems rather than addressing individual issues
• Liaising with other business and IT Teams where necessary to implement permanent fixes and solutions
• Manage business communications relating to your service(s) throughout the lifecycle of any issue
• Support the onboarding of new services and customers to ensure smooth transitions into live service
• Assess and compare legacy IT systems, processes, and tools from acquired entities against Davies' IT landscape.
• Work closely with business units to understand usability and impact of changes.
• Work with teams to map existing workflows and identify overlaps/gaps.
• Evaluate usability concerns when switching legacy systems to Davies' standards.
• In periods of low M&A activity, contribute to service improvements within the existing BAU support model, document process refinements & standardization effort.

Skills, Knowledge & Expertise

• Experience working in a large organisation providing Enterprise IT support
• Experience working with ITIL processes for service management
• ITIL V4 foundation (v4 or above)
• Technical experience of administration and support of some or all of the following technologies
• Windows servers (2016 and above)
• Windows desktop OS (10 and above)
• Mobile device management (e.g. Intune)
• Active Directory / EntraID for user/group management
• Microsoft 365 (Office, Teams, SharePoint, OneDrive)
• End user devices (laptops, mobile phones, printers)
• Understanding of LAN/WAN networking and firewalls

Job Benefits

Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, and expression, neurodiversity, orientation, physical appearance, body size, race, and belief (or lack thereof). Davies benefits and employee policies are ever-evolving. Currently some of our highlights include:

• Reward platform - discounts for over 800 retailers
• 25 days holiday (rising with service)
• EAP with virtual GP
• 2 x paid volunteering days
• Enhanced maternity and paternity leave policies
• Fostering friendly and fertility support employer
• Pension - matched contribution up to 5%
• Life Assurance (4 x basic salary)
• Development, training, and professional qualifications where applicable