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Job description: Support AnalystLocation: Leeds or London, UK (3 days in office)SC Cleared: Not RequiredJob Type: Full-TimeRelevant Experience: >5 YearsRole PurposeThe Service Analyst will provide day-to-day operational support across key Digital Delivery Hub services, ensuring incidents, service requests and data updates are efficiently tracked, progressed and communicated.They will play a vital role in maintaining service stability by supporting incident investigations, preparing management information (MI), ensuring accurate documentation, and coordinating with suppliers and internal teams.This role is an essential part of the live service function, helping maintain strong controls, clean reporting, and smooth operational flow. Key responsibilities:Incident & Request SupportMonitor incident and service request queues (ServiceNow), ensuring timely triage and assignment.Support the Service Manager in coordinating responses across Gateway Forms and CBRE Capture details accurately, update tickets clearly, and maintain a consistent audit trail.Support early-stage investigation by gathering logs, screenshots or evidence from relevant teams.Track progress, chase stakeholders and ensure timely closure of tickets.Analysis & ReportingProduce and maintain core Service Management MI, including:Weekly incident summariesSLA/OLA performance dataTrend analysisVolumetrics and user behaviour observationsIdentify patterns or recurring issues and flag them into Problem Management.Support ongoing CMDB, dependency, and configuration data accuracy.Documentation & Knowledge ManagementMaintain and update operational documentation, including:RunbooksKnown error articlesService FAQsOnboarding guides and team knowledge basesEnsure OOH teams have accurate, up-to-date information.Change & Release SupportTrack changes and deployments, ensuring awareness of what is going live and when.Support post-release checks by confirming expected behaviour is observed.Review release notes, raising clarifications or risks with the Release Manager.Operational Processes & ITIL 4 AlignmentWork within service management processes including Incident, Request, Change, Problem, Knowledge and Service Level Management.Contribute to process improvements and help embed better operational discipline.Skills & ExperienceExperience working in a service support or operational role.Understanding of ITIL 4 foundations and live service processes.Strong organisational skills with excellent attention to detail.Competent with Excel, dashboards or ticketing systems (e.g., ServiceNow, Jira).Clear written and verbal communication, able to prepare simple reports and updates