Overview

Service Operations Integration Analyst. Application Deadline: 30 September 2025. Department: IT. Employment Type: Permanent - Full Time. Location: Home United Kingdom.

Description: As a Service Operations Integration Analyst, this role requires a technical and service-focused support specialist to serve as a Subject Matter Expert for IT service(s) to support smooth and seamless integrations into the Service Operations Team. This role will actively engage with customers, especially during the onboarding of new services, applications and/or customers. The role involves fostering strong relationships and providing continuous support throughout the implementation phase, ensuring a smooth experience for customers as they adapt to new services. Identifying gaps between current services and new services during the implementation and onboarding phase and addressing those directly through knowledge transfers, technical enhancements, updating process documentation, and collaborating with relevant teams to address those.

You will adopt an automation-first, problem-management-focused mindset for ticket management and resolution, addressing root causes to prevent repeat occurrences and minimize the transition of technical debt into the BAU Team. You must have a customer-focused mindset for incident and request resolution, focusing on restoring service for impacted customers. You will provide support to major incidents working with the Operational Support Leads and other IT service managers and technical support staff as required. For complex issues, you will escalate to the wider Service Operations and Technical Operations teams ensuring that all key information is collected to enable effective handover between support teams. You will work with the wider Service Operations team to identify enhancements to resolve issues within the Service Operations team without requiring escalation. In this role, you'll actively contribute to a culture of continual improvement, consistently seeking opportunities to enhance processes and procedures for overall efficiency and effectiveness.

Key Responsibilities

• Ensure rapid resolution of incidents and requests with a customer service focus.
• Carry out ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution.
• Reduce repeat IT issues by identifying opportunities to resolve problems rather than addressing individual issues.
• Liaise with other business and IT teams to implement permanent fixes and solutions.
• Manage business communications relating to your service(s) throughout the lifecycle of any issue.
• Support the onboarding of new services and customers to ensure smooth transitions into live service.
• Assess and compare legacy IT systems, processes, and tools from acquired entities against Davies' IT landscape; map workflows and identify overlaps/gaps; evaluate usability concerns when switching legacy systems to Davies' standards.
• In periods of low M&A activity, contribute to service improvements within the existing BAU support model; document process refinements and standardization efforts.

Skills, Knowledge & Expertise

• Experience working in a large organisation providing Enterprise IT support.
• Experience working with ITIL processes for service management; ITIL v4 foundation (v4 or above).
• Technical administration and support of Windows servers (2016 and above), Windows desktop OS (10 and above), Mobile device management (e.g. Intune), Active Directory / EntraID for user/group management, Microsoft 365 (Office, Teams, SharePoint, OneDrive), End user devices (laptops, mobile phones, printers).
• Understanding of LAN/WAN networking and firewalls.

Benefits

• Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).
• Reward platform - discounts for over 800 retailers.
• 25 days holiday (rising with service).
• EAP with virtual GP; 2 x paid volunteering days.
• Enhanced maternity and paternity leave policies.
• Pension - matched contribution up to 5%.
• Life Assurance (4 x basic salary).
• Development, training, and professional qualifications where applicable.

EEO Statement: Davies is an equal opportunity employer and values diversity in the workplace. Our policies are designed to be inclusive and to provide equal opportunities to all employees and applicants.