Technology Service Analyst

BBC Group and Public Services; Eccles; Hybrid; GBP 33,000 - 38,000; Full time

Benefits offered by this job

Flexible working

Hybrid work model

25 days annual leave

Job summary

BBC Group and Public Services in Salford is seeking a Technology Service Analyst to support delivery, performance and improvement of technology services for BBC Children in Need. You will work with the Technology Operations Lead, stakeholders and suppliers to ensure reliable, secure services and data-driven improvements.

The role emphasises incident, change and platform management, reporting and governance, with a hybrid working pattern and a salary in the £33k–£38k range plus flexible benefits.

Qualifications

• Experience supporting operational technology services and service delivery in complex organisations.
• Strong analytical skills with ability to interpret service data and drive improvements.
• Knowledge of incident, problem and change management processes.

Responsibilities

• Support the day-to-day management and continuous improvement of technology services, ensuring they remain reliable, secure and aligned to business needs.
• Monitor service performance, analyse operational data and provide reporting that supports decision-making and continuous service improvement.
• Coordinate technology suppliers and collaborate with internal stakeholders to meet contractual commitments and user needs.
• Support incident, problem and change management activities, including resolution, escalation, and post-incident reviews.
• Support platform administration, maintenance, upgrades, patching schedules and service health monitoring.
• Maintain operational procedures, knowledge articles and governance records.
• Support compliance activities across technology services and related policies and standards.

Skills

Technology service management

Stakeholder communication

Incident management

Data analysis

Platform administration

Job description

Salford, GBR, M50 2QH
| Salford, GBR, M50 2QH

JOB DETAILS

JOB BAND: C
CONTRACT TYPE: Permanent, Full-time
DEPARTMENT: BBC Children in Need – Technology
LOCATION: Salford, Dock House - Hybrid
PROPOSED SALARY RANGE: £33,000 - £38,000 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.

We're happy to discuss flexible working. If you'd like to, please indicate your preference in the application – though there's no obligation to do so now. Flexible working will be part of the discussion at offer stage.

PURPOSE OF THE ROLE

As a Technology Service Analyst for BBC Children in Need, you will support the delivery, performance, compliance and continuous improvement of technology services across the charity. Working with the Technology Operations Lead, internal stakeholders, suppliers and BBC partners, you will help ensure services are reliable, secure and aligned to business needs through performance monitoring, operational support, platform administration, incident and change management, reporting and data-driven service improvement. This role plays a key part in enabling the charity's impact across the UK.

WHY JOIN THE TEAM

As the BBC's charity, BBC Children in Need is committed to creating positive and lasting change for children and young people across the UK. You'll join an enthusiastic and collaborative team dedicated to delivering technology services that enable the charity's critical work. Your contribution will directly support the safe, effective and efficient operation of platforms that underpin fundraising, grant making and charitable impact, while helping shape the operational excellence of a growing technology function.

YOUR KEY RESPONSIBILITIES AND IMPACT:

• Support the day-to-day management and continuous improvement of technology services, ensuring they remain reliable, secure and aligned to business needs.
• Monitor service performance, analyse operational data and provide reporting that supports decision-making, stakeholder communications and continuous service improvement.
• Coordinate technology suppliers and collaborate with internal stakeholders and BBC teams to ensure services meet contractual commitments, performance expectations and user needs.
• Support incident, problem and change management activities, including resolution, escalation, communication, post-incident reviews and resilience improvements.
• Support platform administration, maintenance, upgrades, patching schedules and service health monitoring.
• Maintain operational procedures, knowledge articles, service documentation and governance records.
• Support compliance activities across technology services, including Information Security, GDPR, PCI-DSS, BBC ITACU, Fundraising Regulator requirements and other relevant policies and standards.

YOUR SKILLS AND EXPERIENCE

ESSENTIAL CRITERIA

• Experience supporting operational technology services, service management or technology support functions within a complex organisation, including working with third-party suppliers and internal stakeholders to ensure effective working relationships, and support service delivery and issue resolution.
• Strong analytical skills, with experience interpreting service data, identifying trends, risks, issues and service improvement opportunities, and providing actionable recommendations through to completion.
• Knowledge and practical experience of incident, problem and change management processes, supporting effective service delivery, operational resilience and minimal service disruption.
• Strong organisational and communication skills, including managing multiple priorities and deadlines, producing written reporting and communicating technical concepts effectively to non-technical audiences.
• Experience supporting technology platforms in one or more of the following areas: CRM, Finance, Fundraising, Grantmaking, eCommerce or Data Integration.

DESIRABLE

• Experience working within an ITIL-based service management environment.
• Knowledge and understanding of technology compliance standards such as Information Security, data protection and other relevant industry-specific requirements.

Before your start date, you may need to disclose any unspent convictions or police charges, in line with our Contracts of Employment policy. This allows us to discuss any support you may need and assess any risks. Failure to disclose may result in the withdrawal of your offer.

Disclaimer

This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved.

Please note: If you were to be offered this role, the BBC will conduct Employment screening checks which include Reference checks; Eligibility to work checks; and if applicable to the role, Safeguarding and Adverse media/Social media checks. Any offer made is conditional on these checks being satisfactory.

Before your start date, you may need to disclose any unspent convictions or police charges, in line with our Recruitment policy. This allows us to discuss any support you may need and assess any risks. Failure to disclose may result in the withdrawal of your offer.

Redeployment

The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC and they will be given priority consideration ahead of other applicants. Priority consideration means for those employees seeking redeployment their application will be considered alongside anyone else at risk of redundancy, prior to any individuals being considered who are not at risk.

Information at a Glance

This is your BBC

At the BBC you can create and innovate in an inclusive environment while contributing to some of the world’s best loved content, and the BBC’s mission to inform, educate and entertain.

Find out more about the BBC

Life at BBC

Here you will benefit from:

• Fair pay and flexible benefits including a competitive salary package, a flexible 35-hour working week, 25 days annual leave with the option to buy an extra 5 days, a defined pensionscheme and discounted dental, health care and gym.
• Excellent career and professional development.
• Support in your working life, including flexible working which you can discuss with us at any point during the application, selection or offer.
• A values-based organisation where the way we do things is important as what we do.

Benefits may vary if you are joining on an FTC basis or on an orchestra conditions contract.

Learn more about life at the BBC and our values in our candidate pack.

Candidate pack

You belong

We have a working environment where we value and respect every individual's unique contribution, so all our employees feel that they can belong, thrive and achieve their full potential.

We want to attract the broadest range of talented people to join us. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity.

We welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.

Find out more about diversity, inclusion and belonging in our strategy below.

Diversity, inclusion & belonging strategy

Disability confident

We are a disability confident employer. If you need to discuss adjustments or access requirements for the interview process, or to carry out this role, please contact us via email and we’d be happy to discuss: [e-mail]

BBC Group and Public Services, Broadcasting House, Portland Place, London, United Kingdom, W1A 1AA. BBC Studios Distribution Limited, company no: 01420028, registered address: 1 Television Centre, 101 Wood Lane, London, United Kingdom W12 7FA.