Service Operations Analyst

To be successful in this role, you will have the following skills, experience, and qualifications: 

Essential:

• Experience in a Service Operations, IT or technical support environment, supporting incident, change and service request management
• Experience coordinating Help Desk, Service Desk or first-line support activities.
• Knowledge of ITIL principles and service management best practice.
• Experience using ITSM and operational tools (such as ServiceNow, Jira, Remedy, Zabbix or similar platforms).
• Education and/or qualifications in Information Technology, Computer Science, Engineering or a related discipline.

 Desirable:

• Familiarity with asset, configuration or documentation management processes.
• Understanding of network and telecommunications technologies, standards and protocols.
• Experience supporting cyber security, event monitoring or incident response activities.
• Experience contributing to operational process improvement and service maturity initiatives

We actively recruit citizens of all backgrounds, but the nature of our work in specific departments means that nationality, residency and security requirements can be more tightly defined than others. You will be asked about this throughout the recruitment process. To work at NPL, you will need to obtain BPSS security clearance. 

However, to work in this role in the Time and Frequency department, you will need to have an SC clearance with no restrictions, or you must have the ability to obtain an SC clearance.  

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert therefore we may at any time bring the closing date forward. We encourage all interested applicants to apply as soon as practical.

The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK. Find out more about what it is like working here - The measure of us - Overview 

NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria. Applications from women, disabled and black, Asian and minority ethnic candidates in particular are encouraged. All disabled candidates (as defined by the Equality Act 2010) who satisfy the minimum criteria for the role will be guaranteed an interview under the Disability Confident Scheme.  

At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, as part of our commitment to diversity & inclusion, we ensure we’re creating an environment where all our colleagues feel supported and welcome. More about this on our Diversity & Inclusion page. 

We are committed to the health and well-being of our employees. Flexible working and social activities are embedded in our culture to create a positive work-life balance, along with a broad range of rewards, benefits and recognition. Our values are at the heart of what we do, and they shape the way we interact, develop our people and celebrate success. To ensure everyone has an equal chance, we’re always willing to make reasonable adjustments to the recruitment process. If you would like to discuss, please contact us.