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: £375 – 400 p/d outside IR35

Role 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 operations

Key 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 knowledge

Contract outside IR35, long-term extensions likely.
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