Operations Analyst

Purpose of the Role

Bring curiosity, precision, and a problem‑solving mindset to the heart of business operations. As an Operations Analyst, your behind‑the‑scenes work keeps systems running, data flowing, and questions answered, supporting smoother operations and smarter decisions that make working lives better.

As an Operations Analyst, you’ll help ensure the smooth running of internal systems, support Product Development teams by helping deploy, monitor, and investigate issues with our solutions and liaise with Clients to ensure we are delivering value to their businesses. Your work will contribute to our mission of making working lives better by enabling efficient processes and informed decisions.

You will be part of a collaborative team that supports multiple business functions. Ideal for those early in their career or on a student placement, this role offers hands‑on experience, learning opportunities, and the chance to see how technology and data power great service. The role also includes support or mentoring from more experienced team members.

• Support the development and ongoing maintenance of internal business tools and solutions
• Assist with the maintenance and improvement of the internal case management system
• Assist with managing user access controls and supporting compliance‑related activities across internal systems and tools.
• Help Client Success Representatives resolve issues by conducting technical triage, data investigation, or coordination with developers.
• Investigate and analyse data to support the resolution of customer queries
• Work closely with project teams to support the design, testing, and rollout of new features and processes
• Document findings, solutions, and process improvements for knowledge sharing
• Contribute to cross‑functional collaboration by sharing updates and raising operational insights
• Act as an initial point of triage for incoming client support tickets, ensuring issues are logged accurately, categorised correctly, and prioritised in line with agreed processes.
• Take accountability for acknowledging client queries and providing clear, timely updates during investigation and resolution stages, escalating appropriately where required.
• Coordinate with Client Success Representatives, Operations, and Product Development teams to ensure client impacts are understood and communicated clearly.
• Maintain high‑quality written communication in all client‑facing updates, ensuring responses are professional, accurate, and aligned with internal service standards.

• Systems & Platforms:
  Case management systems – Autotask, Microsoft Excel, Azure Dev Ops, Microsoft Azure, Azure Cosmos, Azure Storage Accounts, Azure SQL Databases.
• Languages & Tools: SQL and Azure Fabric
• Technical
  
  Skills:
  
  Ability to read and understand existing codebases to support troubleshooting, analysis, and collaboration with development teams.
• Collaboration & Documentation:
  Microsoft Teams, SharePoint, Slab

• Eager to learn and contribute to team success
• Analytical thinker with a methodical approach to problem‑solving
  
  Communicates clearly and asks thoughtful questions
• Takes initiative and shows curiosity in technical and business areas
• Works well with others and contributes positively to team culture
• Manages tasks reliably and follows through on commitments
• Adaptable and open to receiving feedback
• Manages tasks reliably, follows through on commitments, and takes ownership of client‑facing actions

• No formal experience required, but some exposure to operations, IT, or business analysis is desirable
• Suitable for recent graduates, apprentices or students on a placement year
• Enthusiasm to develop technical and analytical skills
• Comfortable working collaboratively in an agile environment