Service Operations Analyst

About The Role

National Energy System Operator (NESO) are now looking for a Service Operations Analyst to support the delivery and performance of the Data Sharing Infrastructure (DSI) by strengthening service operations, tooling and performance reporting.

The DSI is a decentralised socio-technical solution that will enable secure, resilient, and standardised data sharing between energy system participants.

The Service Operations Analyst will focus on monitoring service stability, capacity and availability, developing service dashboards and reports that provide clear visibility of performance against KPIs and SLA.

They will ensure operational documentation is well maintained in Confluence, supporting knowledge sharing, governance and transparency across the product team.

The role will involve supporting incident response and technical troubleshooting, managing service desk processes to ensure new features are transitioned smoothly into live service.

This is a key role in ensuring the DSI remains reliable, secure, and responsive to user needs while driving continuous improvement and excellence.

This role can be based from Wokingham, Warwick or Glasgow and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.

Applicants must have the right to work in the UK by the start of employment. Visa sponsorship may not be available for this role and will be considered in line with business requirements.

• Monitor the performance, capacity and availability of DSI services, ensuring issues are identified and addressed promptly.
• Develop and maintain service dashboards and reports (e.g. PowerBI to track SLAs, KPIs, and trends for governance and service reviews.
• Maintain and update service documentation in Confluence, ensuring runbooks, knowledge articles, and processes are accurate and accessible.
• Coordinate technical troubleshooting and incident response, working with internal teams and third-party vendors to restore service performance.
• Support the transition of new features into live service, ensuring operational readiness and alignment with service standards.
• Manage and improve service desk processes, contributing to performance reviews and improvement planning.
• Track and report on service metrics, contributing to review and identifying opportunities for service improvement.
• Act as a key contact for service tooling and reporting queries, ensuring feedback is prioritized into the product backlog.
• Contribute to continuous improvement initiatives, using service data and tooling insights to recommend enhancements.
• Provide updates and insights to service governance forums, ensuring performance and operational risks are effectively communicated.

We’re forging the path, and we know we can’t do it alone. That’s why we need visionary minds like yours to join us on this transformative journey. In this case, we’re looking for someone who is:

• Passionate about digital transformation in the energy sector, with a focus on service stability, performance and user experience.
• Passionate about using service data, dashboards, and tooling to improve operations and support continuous improvement.
• Experienced in service operations within technical or digital environments, including monitoring, incident response, and performance reporting.
• Experienced in maintaining service documentation and knowledge bases (e.g. Confluence) to support governance and transparency.
• Experienced in coordinating with internal teams and suppliers to resolve issues, manage escalations, and transition new features into live service.

You’ll bring strong operational awareness, attention to detail, and a proactive approach to service improvement.

A competitive salary of £50,000 - £57,000 dependent on experience and capability

• You will receive a bonus based on company performance
• 26 days annual leave as standard
• A competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%
• Annual Enrollment to NESO Savings Plan, when you save between £20- £500 a month from your take-home pay, we…