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Service Support Analyst / Service Business Analyst - Outside IR35
Job Posted: 9 hours ago
Salary: £ 375 - 400 / Annum
Job Type: Contract
Location: London
Expire in: a month
Job Description
We’re looking for a Service Support Analyst (service-focused BA role) to join a live digital service team. This is not an IT helpdesk or desktop support position — it requires hands-on experience supporting applications in production, triaging incidents, and working closely with a Service Manager.
Details
Start: ASAP (ideally within 1 week notice)
Location: Remote, with travel to London 1–2 times per month
Contract: 3 months initially, rolling extensions possible
Day rate: £(Apply online only) p/d outside IR35Role Responsibilities
Monitor support channels (email, Slack) and triage incoming issues
Create and manage Jira tickets with appropriate detail and ownership
Resolve issues directly or escalate to 2nd/3rd line support as needed
Maintain playbooks and knowledge documentation in Confluence
Generate regular and ad-hoc service performance reports
Escalate issues to the Service Manager where required
Provide general support to the Service Manager across live service operationsKey Skills & Experience
Strong analytical and problem-solving skills; detail-oriented and systematic
Proactive self-starter, able to manage multiple tasks simultaneously
Excellent communication skills (written and verbal)
Experience in application (digital) support rather than desktop/helpdesk roles
Experience triaging incidents and managing support workflows
Hands-on experience with Jira and Confluence
Service-focused Business Analyst experience (ITIL/Service frameworks)
Ideally: exposure to AWS environments
Ideally: public sector / government project experience
Bonus: service management knowledgeContract outside IR35, long-term extensions likely.
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