Service Support Analyst / Service Business Analyst - Outside IR35

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: £(Apply online only) p/d outside IR35Role 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 operationsKey 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 knowledgeContract outside IR35, long-term extensions likely. Call Settings Override From Record Yes No Always use these settings

Location: London, EC1, GB

Posted Date: 9/13/2025