At a Glance
- Tasks: Manage support operations and ensure data quality across multiple systems.
- Company: Join a leading tech firm focused on public sector support.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Other info: On-site role with opportunities for continuous improvement and innovation.
- Why this job: Be the backbone of support operations and drive impactful change.
- Qualifications: 1-3 years in operations or support analytics; strong Excel skills required.
The predicted salary is between 80000 - 110000 € per year.
The Support Analyst is a junior, operations-focused role responsible for ensuring accurate support operations, metrics, and case governance across multiple systems. This role serves as the operational backbone of the Public Sector Support organization, owning data quality, reporting, and accountability across SAP support solutions, Icertis Public Sector ServiceNow, and Icertis Core ServiceNow. You’ll play a key role in ensuring timely ticket acknowledgment, tracking delinquent cases, maintaining support metrics, and driving operational discipline in a highly regulated, security-sensitive environment.
Qualifications
- 1–3 years of experience in operations, support analytics, service operations, or a related analytical role
- Experience working with enterprise support or ticketing systems (ServiceNow or similar preferred)
- Strong proficiency in Microsoft Excel, including pivot tables, formulas, charts, and structured data analysis
- Demonstrated attention to detail and ability to manage high-volume, repetitive operational tasks with accuracy
- Strong written communication skills, with the ability to produce clear, concise operational and executive-ready reporting
- Comfort working in regulated or security-sensitive environments and following written procedures precisely
- Ability to manage multiple priorities, track follow-ups, and drive accountability across peers and teams
- Operational mindset with a focus on process rigor, data quality, and continuous improvement
- Bachelor’s degree or equivalent practical experience
Preferred Qualifications
- Familiarity with ServiceNow reporting, dashboards, or ITSM analytics
- Exposure to Power BI or other business intelligence tools
- Basic SQL or data querying experience
- Experience supporting public sector, government, or highly regulated customers
Key Responsibilities
- Act as the initial recipient for inbound support tickets during assigned coverage and on-call rotations (acknowledge, validate, route, assign ownership)
- Participate in on-call rotation to ensure timely acknowledgment and operational continuity
- Perform “swivel-chair” case intake and updates across SAP support systems and ServiceNow environments
- Ensure proper redaction and handling of sensitive/controlled data (CUI) in all systems
- Maintain strict adherence to data handling, access control, and compliance requirements
- Perform daily and weekly reconciliation across systems (status, ownership, severity, SLAs, aging)
- Own creation, maintenance, and distribution of operational reports (SLA performance, backlog aging, ticket volume, TSAT, trend analysis)
- Maintain metrics dictionary and reporting logic to ensure consistency and audit readiness
- Track and proactively manage delinquent/aging cases; drive accountability via follow-ups and escalation
- Publish recurring reports highlighting actionable backlog, SLA risks, ownership gaps, and overdue actions
- Build and enhance Excel-based trackers, pivot tables, charts, and reporting for operational and executive visibility
- Leverage Generative AI and automation tools to improve reporting efficiency and reduce manual effort
- Document and maintain SOPs, runbooks, and checklists for intake, reporting, redaction, and case governance
- Identify operational inefficiencies and recommend continuous improvement initiatives
- Communicate clearly with support engineers, consultants, managers, and cross-functional teams to ensure transparency and timely resolution
Lead Government Support Analyst in London employer: B Capital
Icertis, Inc. is an exceptional employer that fosters a collaborative and inclusive work culture, particularly in the dynamic environment of Reston, VA. With a strong emphasis on employee growth, we offer comprehensive training and development opportunities, ensuring that our team members thrive in their roles while contributing to meaningful projects within the public sector. Our commitment to operational excellence and continuous improvement, combined with competitive compensation and benefits, makes Icertis a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Government Support Analyst in London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those who work in public sector support. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Get your Excel skills sharp! Since this role requires strong proficiency in Excel, brush up on pivot tables and data analysis. Maybe even create a cool project to showcase your skills when you meet potential employers.
✨Tip Number 3
Prepare for interviews by practising common questions related to operations and support analytics. We recommend using the STAR method to structure your answers—it's a great way to highlight your experience and problem-solving skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Lead Government Support Analyst in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in operations and support analytics. We want to see how your skills align with the role of Lead Government Support Analyst, so don’t hold back on showcasing your relevant achievements!
Show Off Your Excel Skills:Since strong proficiency in Microsoft Excel is a must-have, include specific examples of how you've used pivot tables, formulas, and charts in your previous roles. We love seeing candidates who can demonstrate their analytical prowess through real-world applications!
Be Clear and Concise:Your written communication skills are key for this role, so make sure your application is clear and to the point. We appreciate well-structured documents that convey your message effectively—think of it as your first chance to impress us!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy—just follow the prompts and you’ll be all set!
How to prepare for a job interview at B Capital
✨Know Your Systems
Familiarise yourself with the ticketing systems mentioned in the job description, especially ServiceNow. Be ready to discuss your experience with these tools and how you've used them to manage support operations effectively.
✨Excel Like a Pro
Brush up on your Microsoft Excel skills, particularly pivot tables and data analysis. Prepare to showcase how you've used Excel in past roles to track metrics or improve operational efficiency.
✨Attention to Detail is Key
Highlight your ability to manage high-volume tasks with precision. Think of examples where your attention to detail made a difference in your work, especially in regulated environments.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since strong written communication skills are crucial for this role, consider preparing a brief report or summary to demonstrate your ability to produce executive-ready documentation.
