Job description: Support Analyst
Location: Leeds or London, UK (3 days in office)
SC Cleared: Not Required
Job Type: Full-Time
Relevant Experience: >5 Years
Role Purpose
* The Service Analyst will provide day-to-day operational support across key Digital Delivery Hub services, ensuring incidents, service requests and data updates are efficiently tracked, progressed and communicated.
* They will play a vital role in maintaining service stability by supporting incident investigations, preparing management information (MI), ensuring accurate documentation, and coordinating with suppliers and internal teams.
* This role is an essential part of the live service function, helping maintain strong controls, clean reporting, and smooth operational flow.
Key responsibilities:
Incident & Request Support
* Monitor incident and service request queues (ServiceNow), ensuring timely triage and assignment.
* Support the Service Manager in coordinating responses across Gateway Forms and CBRE
* Capture details accurately, update tickets clearly, and maintain a consistent audit trail.
* Support early-stage investigation by gathering logs, screenshots or evidence from relevant teams.
* Track progress, chase stakeholders and ensure timely closure of tickets.
Analysis & Reporting
* Produce and maintain core Service Management MI, including:
* Weekly incident summaries
* SLA/OLA performance data
* Trend analysis
* Volumetrics and user behaviour observations
* Identify patterns or recurring issues and flag them into Problem Management.
* Support ongoing CMDB, dependency, and configuration data accuracy.
Documentation & Knowledge Management
* Maintain and update operational documentation, including:
* Runbooks
* Known error articles
* Service FAQs
* Onboarding guides and team knowledge bases
* Ensure OOH teams have accurate, up-to-date information.
Change & Release Support
* Track changes and deployments, ensuring awareness of what is going live and when.
* Support post-release checks by confirming expected behaviour is observed.
* Review release notes, raising clarifications or risks with the Release Manager.
Operational Processes & ITIL 4 Alignment
* Work within service management processes including Incident, Request, Change, Problem, Knowledge and Service Level Management.
* Contribute to process improvements and help embed better operational discipline.
Skills & Experience
* Experience working in a service support or operational role.
* Understanding of ITIL 4 foundations and live service processes.
* Strong organisational skills with excellent attention to detail.
* Competent with Excel, dashboards or ticketing systems (e.g., ServiceNow, Jira).
* Clear written and verbal communication, able to prepare simple reports and updates