Service Analyst - AID100

Job title: Service Analyst - AID100

Salary: £37.5-45kGrade: Band 2

Contract type: TfLReference: 4971

Contract details: PermanentLocation: Pier Walk, North Greenwich

Application closing date: 24/9/2026 at 23:59

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.

*Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements.

Overview of project/role

You will be responsibility for supporting the day-to-day operations of SAP services ensuring that the service lifecycle across the range of core SAP modules is delivered to time, budget, scope, and quality.   

Leveraging your SAP technical skills to support management (but not limited to) on the successful development and implementation of business needs that smoothly integrate with SAP applications and the IT landscape. This encompasses the support and management of SAP delivery through service transition into the live environment whilst communicating across multiple teams or stakeholders to coordinate timelines and tasks.

You will work with a multi skilled professional team acting as a focal point interface between the business and the SAP team to reduce the TCO and ensuring compliance with SAP recommended best practice escalating more complex issues to SAP specialist colleagues to advise upon and take forward.

Key Accountabilities

• Responsible for the investigation of standard problems identified by end users via the SAP Incident management process, providing solutions through to a successful conclusion where possible, or managing the issue alongside more Senior members of the team/ third party providers, to ensure the service is restored for the business within relevant service level targets, referring more complex issues to SAP  Specialists and or SAP Experts.
• Accountable for delivery of assigned outputs (e.g., test scripts, knowledge-based articles) across the SAP landscape to agreed service level agreements
• Taking direction and guidance from Senior colleagues when Analysing business processes and providing solutions via configuration, installation, data migration and testing using the appropriate software to deliver the required outcomes.
• Completing standard SAP Changes with guidance from senior team members in own specialist functional area on more complicated changes, ensuring where possible SAP standard functionality is promoted whilst still adhering to a value for money approach.  
• Responsible for managing relationships with stakeholders in relation to the services provided, feeding into the examination of any future business changes as required, and highlighting any mitigating risks that could be undertaken.
• Ensuring changes are delivered and transported through the landscapes following best practice and SAP Change process thereby ensuring integrity of the environments and minimising failures
• Providing input to process improvements across the SAP estate to ensure an efficient usage of SAP

Knowledge

• Bachelor’s or Master’s Degree in Computer Science, Information Systems, or other related discipline (or corresponding professional experience) E
• SAP Qualification in desired module D
• Good support knowledge of development and configuration of SAP specific modules within an Enterprise Resource Planning environment D
• Knowledge of cloud computing service models such as SaaS, PaaS, IaaS D
• Knowledge of the provision of effective technical and functional technical support services to a complex, multi-site operation E
• Knowledge of SAP applications in public transportation and its business environment D
• ITIL V3 Service Management certification D
• Good development and configuration knowledge of SAP specific modules within an Enterprise Resource Planning Environment E

Skills

• Proven analytical skills to interpret complex data and problems to make or influence appropriate business decisions E
• Hands on experience of SAP as End User- Working knowledge of SAP technologies together with an understanding of the role SAP plays supporting business operation E
• Proven ability to develop end user requirement specifications into desirable functional specifications E
• Proven ability to influence and collaborate across stakeholder groups both verbally and in written communication