Service Support Analyst / Service Business Analyst - Outside IR35

SR2; London; Remote; GBP 100,000 - 125,000; Part time

Job summary

A digital service provider is seeking a Service Support Analyst to join their live digital service team. The role involves monitoring support channels, managing Jira tickets, and providing analytical support. Candidates should have experience in application support, excellent communication skills, and familiarity with Jira and Confluence. The position is remote with occasional travel to London. It's a 3-month contract with potential for extension, outside IR35.

Qualifications

• Strong analytical and problem-solving skills.
• Excellent communication skills (written and verbal).
• Experience in application support rather than desktop/helpdesk roles.

Responsibilities

• Monitor support channels and triage incoming issues.
• Create and manage Jira tickets with appropriate detail.
• Resolve issues directly or escalate as needed.

Skills

Analytical skills

Problem-solving

Communication skills

Jira experience

Confluence experience

Service management knowledge

Tools

Jira

Confluence

AWS

Job description

Overview

We\'re looking for a Service Support Analyst (service-focused BA role) to join a live digital service team. This is not an IT helpdesk or desktop support position — it requires hands-on experience supporting applications in production, triaging incidents, and working closely with a Service Manager.

Start: ASAP (ideally within 1 week notice) | Location: Remote, with travel to London 1-2 times per month | Contract: 3 months initially, rolling extensions possible | Day rate: £(Apply online only) p/d outside IR35

Responsibilities

• Monitor support channels (email, Slack) and triage incoming issues
• Create and manage Jira tickets with appropriate detail and ownership
• Resolve issues directly or escalate to 2nd/3rd line support as needed
• Maintain playbooks and knowledge documentation in Confluence
• Generate regular and ad-hoc service performance reports
• Escalate issues to the Service Manager where required
• Provide general support to the Service Manager across live service operations

Qualifications

• Strong analytical and problem-solving skills; detail-oriented and systematic
• Proactive self-starter, able to manage multiple tasks simultaneously
• Excellent communication skills (written and verbal)
• Experience in application (digital) support rather than desktop/helpdesk roles
• Experience triaging incidents and managing support workflows
• Hands-on experience with Jira and Confluence
• Service-focused Business Analyst experience (ITIL/Service frameworks)
• Ideally: exposure to AWS environments
• Ideally: public sector / government project experience
• Bonus: service management knowledge

Contract outside IR35, long-term extensions likely.