Service Operations Integration Analyst | London, UK

Service Operations Integration Analyst

Company: Davies Consulting
Location: London, United Kingdom
Application Deadline: 31 March 2025
Department: IT
Employment Type: Permanent - Full Time

Description
As a Service Operations Integration Analyst, this role requires a technical and service-focused 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-focused 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 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, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, 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