Service Operations Analyst

ITSO’s Service Management Team is seeking a Service Operations Analyst to support the day-to-day operational delivery of ITSO’s business-critical systems and services.

Reporting to the Service and Infrastructure Manager, the role will be responsible for supporting operational service management activities, incident and request management, release coordination, user support, service monitoring, and supplier engagement across ITSO’s technical estate.

The successful candidate will play a key role in ensuring operational services remain stable, responsive, and effectively managed, while supporting continual service improvement and maintaining high levels of customer service for ITSO members, HOPS suppliers, and internal users.

The role requires an organised and proactive individual with good technical troubleshooting ability, strong communication skills, and experience supporting operational IT services in a fast-paced environment.

Key Responsibilities

- Manage and process service requests, incidents, and operational enquiries relating to the ISMS and associated services
- Monitor operational systems, alerts, and service dashboards to identify and respond to issues proactively
- Coordinate and support release, maintenance, and deployment activities across Test, Pre-Production, and Production environments
- Support operational readiness, service transition, and change implementation activities
- Investigate and assist in resolving infrastructure, application, and operational service issues
- Liaise with HOPS suppliers, ITSO members, third-party vendors, and technical partners regarding operational matters
- Produce operational reports, service updates, communications, and technical documentation
- Support service monitoring, operational governance, and continual service improvement activities
- Assist with user administration, access management, and internal IT support activities
- Coordinate escalations and assist with the management of critical and major incidents
- Ensure operational processes, records, and support documentation are maintained and up to date

Essential Skills, Knowledge and Experience

- Experience supporting operational IT services and service management activities
- Experience managing incidents, requests, and operational support processes
- Good understanding of IT Service Management (ITSM) principles and practices
- Strong troubleshooting and analytical problem-solving skills
- Experience supporting Windows-based environments and business applications
- Ability to coordinate operational activities across multiple stakeholders and suppliers
- Good organisational and time management skills
- Strong written and verbal communication skills
- Ability to explain technical issues to both technical and non-technical audiences
- Customer-focused approach with strong attention to detail
- Ability to work independently and manage competing priorities effectively

Desirable Skills, Knowledge & Experience

 - Knowledge of IT Service Management (ITSM) and ITIL processes
- ITIL Foundation certification or equivalent
- Relevant cloud or infrastructure certification(s)
- Experience supporting cloud-hosted platforms and hybrid environments
- Basic understanding of infrastructure, networking, and security concepts
- Knowledge of Oracle Cloud Infrastructure (OCI) environments
- A full UK driving licence would be advantageous but is not essential, as occasional travel may be required