Operations Analyst

Operations Analyst, 6 months, London/Hybrid, £500/day (Outside IR35)

My client, a leader in the hospitality industry are currently looking to bring on an Operations Analyst on a 6 month initial contract. My client are on a journey to transform their IT service delivery, ensuring they provide efficient, effective, and valuable support to their multi-site organisation. This role is key to understanding their current service landscape and implementing improvements that will have lasting impact on their operations.

Position Overview

We are seeking a mid to senior level Infrastructure & Operations Analyst to join our Service Desk team on a contract basis. This role will be instrumental in analyzing our current IT service request landscape, developing a structured service catalog, and implementing improvements through runbooks and automation. The ideal candidate will have strong analytical skills and experience with data classification, Zendesk, and BigQuery.

Key Responsibilities

Service Request Analysis & Categorization

• Discover patterns in data by analyzing existing service/support requests across multiple channels and systems
• Turn raw data into relevant insights by developing and implementing a comprehensive categorization system
• Extract and analyze data from Zendesk and other systems to identify patterns, frequencies, and resolution times
• Create compelling data visualizations and reporting using tools like Excel or Looker to highlight key metrics and trends
• Use data to help other teams answer their most important questions regarding service performance
• Implement classification and prioritization frameworks as identified in recent CMMI assessment

Service Catalog Development

• Design and implement a comprehensive IT service catalog for the organization
• Assess and assign business criticality and priority levels to different service types
• Document current service levels and establish appropriate SLAs/OLAs
• Collaborate with Service Desk (1st/2nd line), Infrastructure & Operations, and Security Operations teams to validate service definitions
• Create and maintain good documentation around our data and processes to document requirements, data models, data classifications, and solutions

Process Improvement & Automation

• Develop detailed runbooks for common service requests to improve consistency and efficiency
• Identify opportunities for automation and self-service capabilities
• Implement initial automation solutions to improve service delivery and reduce resolution times
• Establish a regular review process for ongoing service improvement
• Assess the most effective methods and technologies to approach tasks, with a focus on automating processes where possible
• Establish and implement a document management framework ensuring consistent production and updating of documents that support the incident management process

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