Support Operations Analyst

Overview

Here’s a dynamic job posting designed to attract top talent for this impactful role:

Are you ready to be a pivotal force in shaping exceptional customer experiences and operational excellence for a leading company dedicated to empowering small business owners, accountants, and self-employed individuals? This is your chance to join a team that thrives on innovation, problem-solving, and continuous improvement, directly contributing to the quality of services and products that millions rely on. If you’re passionate about diving deep into operational challenges, turning insights into action, and driving tangible improvements, then this role offers an incredible opportunity to make a significant impact from day one.

This is a 6-12 months (TBC), hybrid contract, offering £221.52 per day – 37.50 hrs/week – (PAYE). This role is open for a limited time. Next steps will be shared with shortlisted candidates by COB on Friday, 5th December. Due to the high volume of applicants, we may be unable to reply to each applicant individually.

**About the Opportunity**

Join a dynamic team at a company that is at the forefront of supporting entrepreneurs and self-starters, helping them achieve their financial goals. We are seeking a highly analytical and proactive individual to strengthen the operational foundation of our tactical functions. In this role, you won’t just be processing tasks; you’ll be at the heart of investigations, incident management, and strategic problem-solving. You will play a crucial role in reducing friction, improving product quality, and enhancing both customer and employee experiences by ensuring precision, discipline, and clear prioritization in all operational workflows. This is a unique opportunity to blend operations, analysis, and project delivery, working cross-functionally to identify root causes, influence priorities, and drive actions that lead to significant improvements.

**What You’ll Do:**

* Lead the timely and consistent handling of incidents, investigations, and related case work, ensuring operational integrity.
* Proactively triage and progress cases, identifying and addressing gaps in speed, quality, or process efficiency.
* Coordinate incident workflows, accurately assessing and assigning investigations to drive swift resolution.
* Conduct in-depth root cause analysis and identify recurring trends across incidents to inform strategic improvements.
* Provide compelling analytical insights to prioritize fixes and enhancements in collaboration with product and engineering teams.
* Contribute directly to initiatives that reduce the time it takes to triage and resolve critical issues.
* Own and deliver small, impactful tactical projects with clear, measurable outcomes that elevate operational performance.
* Identify and champion opportunities to streamline workflows, optimize tools, and improve inter-team handoffs.
* Develop lightweight reports and dashboards to highlight key trends, potential risks, and areas for growth.
* Maintain transparent and effective communication across all teams, ensuring updates are shared and blockers are addressed promptly.
* Actively support continuous improvement efforts, testing and implementing new approaches to enhance efficiency.

**What You’ll Bring:**

**Must-Have Qualifications:**

* Demonstrated experience in incident management, investigations, operations, or a similar analytical role within a technology or service environment.
* Proven ability to independently manage small to medium-sized projects from initial planning through successful execution.
* Strong analytical skills, with hands-on experience utilizing data visualization and analysis tools such as Tableau and collaborative platforms like Google Workspace.
* Proficiency with operational tools including Slack, Salesforce, Jira, or similar systems.
* Exceptional ability to identify patterns within complex data sets and translate those insights into actionable, impactful recommendations.
* Excellent communication skills, with the ability to articulate complex information clearly to both technical and non-technical partners.
* A strong sense of ownership and the ability to work autonomously, driving outcomes with minimal supervision.
* No specific education is required for this role; we value experience and demonstrated capability.

**Nice-to-Have Qualifications:**

* ITIL Foundation certification is preferred.
* Experience with financial management products or similar accounting tools is highly advantageous.