Operations Analyst - Tier 3

Position: Operations Analyst - Tier 3 (Contract)
Our client an award winning SaaS organisation providing software solutions to the SME marketplace is now seeking an experienced Operations Analyst for a 12 month contract. Central London location, hybrid, with 2-3 days a week in the office.

You will help the team maintain a consistent and structured approach to handling investigations and incidents.

Skills

* Experience in incident management, investigations, operations up to Tier 3 level or an analytical role in a service environment.

* Strong analytical skills such as Google Workspace and Tableau.

* Comfortable using Slack, Salesforce, Jira, and similar operational tools.

* Ability to identify patterns in data and turn insights into actionable recommendations.

* ITIL Foundation preferred.

Responsibilities:

* Support timely and consistent handling of incidents, investigations, and related case work.

* Ensure cases are triaged and progressed in line with expectations, highlighting gaps in speed, quality, or process.

* Perform root cause analysis and identify trends across incidents and recurring issues.

* Provide analytical insights that help prioritise fixes and improvements .

* Contribute to improvements that resolve issues more quickly.

Benefits

* Global company, long contract

* Hybrid role

* Free breakfast