• Closing Date for Applications

14 March 2025

What is the purpose of this job?

We are looking for a Service Operations Analyst to join our Product Management service team where you will provide fares, timetable and routeing guide support to the passenger rail industry retailing, pricing and timetable communities.

As well as supporting the day-to-day operation of back-office fares, ticketing, routeing guide, timetable and retail related Services, you will also provide support to end users and suppliers in relation to rail industry data.

You can expect a varied environment where you will be responding to routine requests and scheduled tasks as well as the analysis of more complex or technical issues, plus finding yourself involved providing fares, routeing guide and timetables subject matter expertise.

What can I expect to do in this job?

This isn’t an exhaustive list, but things you can expect to be involved with include:

1. Understand the value of key stakeholder engagement. Through engagement you will provide crucial support to our internal and external stakeholders and will facilitate communications on a two-way flow of information between the services, stakeholders and partners.
2. Provide professional and technical subject matter expertise in relation to allocated services and data to support industry objectives.
3. Monitor the performance of the Services to ensure they are delivered in accordance with agreed contractual requirements and the quality of service is maintained.
4. Support the day-to-day operation of the Service Desk. Operate the key processes of Event, Incident, Service Request, Access and Problem Management within the ITIL framework, to ensure that the Service continues to meet customer requirements.
5. Investigate and manage the resolution of incidents and service requests, using judgement and initiative to determine the most appropriate course of action or providing escalation where resolution is not possible within SLA or defined areas of responsibility.
6. Maintain centrally owned reference data and respond to workflow requests in a timely manner to meet business requirements.
7. Identify and recommend changes or service improvements to improve the quality, efficiency and effectiveness of service delivery.
8. Assist with service testing, project work and undertaking smaller independent projects when required

Requirements

• Degree or broad vocational experience acquired through a combination of job-related vocational training and considerable on-the-job experience, demonstrating development through involvement in a series of progressively more demanding and relevant work/roles.
• High level of analytical skills
• Ability to identify and resolve problems quickly and effectively
• Knowledge of the Rail Industry, Railway Geography and Routeing data
• Good written and verbal communication skills
• Intermediate to advanced knowledge of Microsoft Office suite of applications (e.g. excel, word, Visio, Access etc)
• Excellent attitude to customer service and experience of dealing with customers in a friendly but assertive way
• Ability to work accurately with attention to detail
• Ability to adapt to new procedures and embrace change
• A good understanding of ITIL Service Management Best Practices is desirable
• An interest in the UK Rail Industry and fares, ticketing or timetables is desirable.