Operational Support Analyst

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Key Information

Job title: Operational Support Analyst

Salary: £36,500 - £40,700                                                      Grade: Band 2 

Contract type: Permanent                                                      Reference: 2666 

Team: Service Owner - Prof Services & Digital                        Directorate: TfL Corporate

Contract details: TfL                                                               Location: Pier Walk / Hybrid 

Application closing date: Tuesday 16th June 

All offers of employment are subject to satisfactory right‑to‑work checks.  Candidates must be able to demonstrate their right to work in the UK.  At the present time TfL is unable to offer visa sponsorship for this role.   

At Professional Services within TFL, we support several thousand users - both internal and external - across the Business Intelligence Landscape. We utilise cutting edge technology in the space such as SAP Business Objects, Oracle BI and Microsoft Power BI to support our business.  Our people ensure that the terabytes of data generated by the organisation are translated into actionable information to help Keep London Moving

As Operational Support Analyst you will provide technical, product and service support for our Business Objects XI (BOXI), Hyperion and Microsoft Power BI services.

Power BI is being used in many different high-profile projects at TfL and this position provides an opportunity to become familiar with the wide variety of data generated by those projects and to build a network of colleagues who are working on those projects.

Key Accountabilities:

• Accountable for executing support activities to enable fault resolution within the agreed SLAs to ensure the restoration of the services within the team’s portfolio.
• Accountable for monitoring services and restoring services within agreed service level targets to minimise any disruption to customers and / or users.
• Accountable for preparing incident and service request metrics and analysing problems and trends to identify service improvement opportunities to be delivered.
• Accountable for recommending service and process improvements for the handling and correction of defects in TfL’s live environments to reduce costs and drive less calls to the Service Desk.
• Accountable for escalating service incidents to higher severity when appropriate to ensure on-going operation and delivery of service within SLA’s.
• Accountable for working effectively in a team under the supervision, instruction and guidance of Lead Operations Support Analyst or Senior Op Support Analyst and ensuring collaboration and coordination.
• Accountable to owning service impacting low priority issues assigned to them through to resolution. Liaising with other resolution groups (Internal, External and Vendor) to identify root cause of issues.

Knowledge:

• Degree in Technology or Computer Science, or an equivalent technical qualification, and/or has equivalent substantial industry experience.
• ITIL V3 Service Management qualification and extensive knowledge of its implementation.
• Knowledge of current/emerging technologies and processes employed in Enterprise Wide IT services.
• Knowledge of relevant national and international legislation relating to the Government/Public Sector IT – e.g. Data Protection Act, EU Procurement Directives and Freedom of Information Act.
• Knowledge of Enterprise Resource Planning, Asset Management, Revenue Collection, Document Management and integration technologies/systems.

Skills:

• Excellent oral and written communication skills at a technical level.
• Highly skilled at solving and communicating complex problems
• Communicates clearly and i