Salary: £39,800 to £43,800

Location: London – Hybrid

Annual Leave: 30 Days + Excellent Benefits

Closing date: Sunday 6th April 2025

Be Part of the Future of Rail

The railway in Britain is undergoing its most significant transformation in a generation, and Rail Delivery Group (RDG) is at the heart of this change. With the creation of Great British Railways (GBR), we are driving a new era of simpler, smarter, and more accessible ticketing, revolutionising how millions of people travel.

Our Digital Ticketing Services (DTS) division leads industry-wide transformation in ticketing and payments, working to simplify rail travel through digital solutions. We collaborate with train operators, regulators, and technology providers to modernise ticketing, contactless travel, and retailing. DTS delivers programs and projects that improve ticketing systems, enhance customer experience, and ensure seamless integration across the rail industry.

About the Role

We are looking for a Technical Service Analyst to join our DTS Service Team. This role provides technical and service support, ensuring the smooth operation of DTS digital services. Responsibilities include monitoring systems, managing incidents and service requests, and collaborating with internal teams and external partners to uphold high service standards. The successful candidate will also contribute to continuous service improvements, documentation, and problem resolution.

Key Responsibilities:

• Incident, Problem & Service Request Management – Monitor the performance of digital ticketing services, diagnose issues, and ensure timely resolution.
• Stakeholder Collaboration – Work closely with technology partners, train operators, and regulatory bodies to enhance service performance.
• Process & Documentation – Maintain technical documentation and contribute to service management processes.
• Service Improvement & Change Support – Identify opportunities to enhance services and assist with service transitions, ensuring compliance with RDG standards.
• Project Support & Testing – Assist in supporting and testing new initiatives and updates across digital ticketing services.

Requirements

What We’re Looking For

We are seeking a proactive and analytical Technical Service Analyst who thrives in a fast-paced environment and is passionate about delivering high-quality technical and service support. The ideal candidate will have strong communication skills, technical acumen, and a problem-solving mindset.

Essential Skills & Experience:

• Experience in a technical support or service analyst role, preferably in transport, ticketing, or technology sectors.
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
• Familiarity with ITIL frameworks and IT Service Management (ITSM) practices.
• Knowledge of incident management, change management, and service delivery processes.
• Excellent written and verbal communication skills, with the ability to engage both technical and non-technical stakeholders.
• Experience with monitoring tools and service management software (e.g., ServiceNow or equivalent tools).

Benefits

Why Work for RDG?

We offer a highly competitive package, including:

• 75% off rail travel for personal and family use, plus international rail discounts.
• 30 days annual leave (plus buy/sell options and additional leave for key life events)
• Season ticket loan for commuting costs.
• Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave.
• Pension scheme – up to 11.58% employer contribution.
• Private medical insurance (AXA PPP) including mental health and specialist care.
• Discounted gym membership and access to wellbeing programmes.

Career Development & Progression

Joining RDG now means being part of a team that is shaping the future of rail travel. The DTS Service Team is expanding to support new services and offers a supportive environment where you will be encouraged to grow and develop. This role has clear progression pathways, with potential career opportunities in Engineering, Testing, Architecture, and other areas within the DTS team.

Apply Now & Shape the Future of UK Rail

Click Apply now to start your application and be part of a team that is leading digital innovation in the rail industry.

Please note that we are unable to consider applications from candidates who require visa sponsorship to work in the UK.