Operational Support Analyst

All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

At Professional Services within TFL, we support several thousand users - both internal and external - across the Business Intelligence Landscape. We utilise cutting edge technology in the space such as SAP Business Objects, Oracle BI and Microsoft Power BI to support our business. Our people ensure that the terabytes of data generated by the organisation are translated into actionable information to help Keep London Moving.

As Operational Support Analyst you will provide technical, product and service support for our Business Objects XI (BOXI), Hyperion and Microsoft Power BI services. Power BI is being used in many different high‑profile projects at TfL and this position provides an opportunity to become familiar with the wide variety of data generated by those projects and to build a network of colleagues who are working on those projects.

• Accountable for executing support activities to enable fault resolution within the agreed SLAs to ensure the restoration of the services within the team’s portfolio.
• Accountable for monitoring services and restoring services within agreed service level targets to minimise any disruption to customers and/or users.
• Accountable for preparing incident and service request metrics and analysing problems and trends to identify service improvement opportunities to be delivered.
• Accountable for recommending service and process improvements for the handling and correction of defects in TfL’s live environments to reduce costs and drive less calls to the Service Desk.
• Accountable for escalating service incidents to higher severity when appropriate to ensure on‑going operation and delivery of service within SLA’s.
• Accountable for working effectively in a team under the supervision, instruction and guidance of Lead Operations Support Analyst or Senior Op Support Analyst and ensuring collaboration and coordination.
• Accountable to owning service impacting low priority issues assigned to them through to resolution.
• Liaising with other resolution groups (Internal, External and Vendor) to identify root cause of issues.

• Degree in Technology or Computer Science, or an equivalent technical qualification, and/or has equivalent substantial industry experience.
• ITIL V3 Service Management qualification and extensive knowledge of its implementation.
• Knowledge of current/emerging technologies and processes employed in Enterprise Wide IT services.
• Knowledge of relevant national and international legislation relating to the Government/Public Sector IT – e.g. Data Protection Act, EU Procurement Directives and Freedom of Information Act.
• Knowledge of Enterprise Resource Planning, Asset Management, Revenue Collection, Document Management and integration technologies/systems.

• Excellent oral and written communication skills at a technical level.
• Highly skilled at solving and communicating complex problems.
• Communicates clearly and is skilled at adapting their communication style to meet the needs of the audience.

• Broad experience of working in a complex multi‑site environment dealing with standard business applications and real‑time implementation systems.
• Proven track record of working within a development/IT operations environment.
• Well‑developed experience of issues and incident management and working within agreed SLAs.

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28‑day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work‑life balance, operating a hybrid working approach where business and role requirements allow
• Tax‑efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements.

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect and clear communication throughout.