Operations Analyst

We are seeking an experienced Operations Analyst to join our team, playing a key role in ensuring the efficient operation of our ServiceNow and 3CLogic platforms. The successful candidate will collaborate with cross-functional teams to drive process improvements, manage change requests and support the delivery of high-quality support services.

Key Responsibilities

• As part of the Operations team work collaboratively with the Workflow Request Analyst, SysAdmins, and other stakeholders to ensure efficient resolution of request tickets.
• Collaborate with cross-functional teams such as Customer Experience, Revenue Operations and Business Technology ITSM in order to respond to requests and meet the evolving business and customer needs.
• Manage change requests as projects within the team, and be accountable for scoping, managing and delivering them from backlog through to completion.
• Scope and document change requests, ensuring that all relevant information is captured.
• Ensure robust system documentation to be passed over to SysAdmins with a breakdown of deliverables.
• Develop and execute test plans for UAT to validate changes and provide support during hypercare to ensure a smooth transition.
• Create and maintain high-quality documentation, including SOPs, work instructions, and test scenarios.
• Develop and deliver training to the Support Teams and Super Users on new ServiceNow and 3CLogic features and functionality
• Communicate changes to the wider Services function and relevant stakeholders.
• Analyse the impact of changes, identifying areas for improvement and opportunities to enhance customer experience and self-service capabilities.
• Continuously review and refine processes to drive efficiency, improve quality and support business objectives.
• Prioritise workload to meet service level agreements (SLAs) and minimise disruption to business operations.

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Requirements

• Experience working with ServiceNow or similar IT service management platforms.
• Experience with IT service management best practices.
• Strong technical skills, with the ability to learn new systems and technologies quickly.
• Ability to work in a team environment, with a collaborative and flexible approach to problem-solving.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels including senior managers and technical stakeholders and subject matter experts.
• Ability to work collaboratively with cross-functional teams.

Desirable Skills

• ITIL Foundation certification or equivalent knowledge.
• Project management certification or equivalent knowledge.
• Experience with workflow design and implementation in ServiceNow.
• An understanding of system setup and configurations in ServiceNow, Salesforce or equivalent.
• Experience with process improvement and optimisation, with the ability to identify areas for improvement and implement changes.
• Strong documentation and training skills.

• Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral. 
• Annual Leave – 20 days of annual leave, plus public holidays 
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7.
• Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
  • Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
  • Online Learning Platform: SkillsHub! - Learning at your fingertips, anytime from anywhere. You can access our online library with relevant content for your career growth. 
• Life Insurance - 3x annual salary 
• Personal Accident Insurance - providing cover in the event of serious injury/illness.
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Join us and become part of a team that’s powering the world of work and making a real difference.

Learn more at www.oneadvanced.com