Service Analyst

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Key Information 

Job title: Service Analyst 

Salary: Circa £39,000                                                 Grade: Band 2  

Contract type: Permanent                                          Reference: 4635   

Team: Service Operations                                            Directorate: TfL Corporate 

Contract details: TfL                                                   Location: Pier Walk / Hybrid  

Application closing date: Friday 3rd July 2026   

All offers of employment are subject to satisfactory right‑to‑work checks, and candidates must be able to demonstrate their legal right to work in the UK. In certain circumstances, TfL may be able to sponsor Skilled Worker visas for roles and individuals that meet the required eligibility criteria, including those covered by transitional rules. Further details can be found here: Our response to visa sponsorship changes.

The role: 

As a Service Analyst you will be working in Service Operations within TP&O Technology Service Operations (TSO). Service Operations is responsible for supporting the management and ongoing performance of key service management lifecycle functions. 

The Knowledge Management team is responsible for the day-to-day maintenance of Knowledge Base Articles (KBAs) and Service Catalogue (SC) entries. The team support internal and external teams to drive end-to-end service improvements and user benefits. 

Key accountabilities: 

• Accountable for delivery of assigned output (e.g. demand, capacity, licence management, service lifecycle management, cost of services, processes etc) across the service lifecycle of the systems, services and technologies within their portfolio and ensure adherence to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). 

• Cultivating close working relationships with both suppliers and internal teams to deliver and improve the user experience 

• Ensure reporting in relation to Service Lifecycle processes is communicated to relevant stakeholders so that they have a current view of the status of services, this includes any improvement opportunities  

• Support the end-to-end successful transition of services including documentation of service requirements and service design packages, creation, review and ongoing maintenance of knowledge scripts and technical documentation to ensure the service desk are able to triage/resolve incidents effectively 

• Accountable for ongoing day-to-day management, including maintenance, continuous service improvement and compliance of the knowledge/service request/configuration management functions  

• Accountable for other miscellaneous duties related to Technology Service Operations and as directed by the Service Performance Managers to support teams and systems in service strategy, design, transition, operations and continual service improvements. 

• Communicate effectively to users/customers and key stakeholders this includes updating, monitoring, escalating and reporting on performance of the function 

• Accountable for completing audits for all new or changed services providing assurance to the Performance Managers and Transition Teams as changes are implemented into the live environment where applicable. 

Knowledge: 

E=Essential 

D=Desirable 

• In-depth knowledge of Technology and Data Services or equivalent. (D) 

• Demonstrable knowledge of IT Service Management toolsets and processes. (E