Change Agents UK

Service Operations Analyst

Project Service Operations Analyst
Employer Rail Delivery Group (RDG/ATOC)
Job Description


Our organisation is the Trade Association of Britain’s passenger train operating companies, its function being to support and represent its members in their various activities. Services provided by us are designed to enable a transformed rail retailing environment which encourages innovation and agility by retailers whilst preserving the fully interoperable railway. These services include revenue settlement, impartial retailing, the National Rail Enquiries service and Railcard marketing, as well as leading the industry to deliver an exceptional customer experience.


The purpose of the Service Operations Analyst is to help support the operation of the Product Management Service within the ITIL Framework. On a day-to-day basis, the role will be responsible for providing First Line (and some Second Line) application and data support to end users who include Train Operating Companies, the Department for Transport and industry suppliers.

Benefits of this opportunity

This is an excellent opportunity that offers the successful applicant a chance to work in one of the most sustainable forms of transport and shape sustainability across the industry, whilst building on and developing a wide range of skills to progress your career.

The successful applicant will also benefit from a range of learning opportunities including the opportunity to undertake ITIL certification

Future employment potential

This is a permanent position with the opportunity to develop within the organisation as well as gain many transferable skills for future opportunities.

Benefits of working with Change Agents UK

Change Agents UK is a not-for-profit organisation which enables students and recent graduates to work with businesses, local authorities and community groups to learn about and implement sustainable development, and become more employable. With this service Change Agents UK will provide:

• Enrolment onto our Skills Development Programme, utilising bespoke exercises to increase skill set and employability through self-evaluation, learning and the Change Agents Academy.

• Management support and networking opportunities.

• A monthly Change Agents UK Newsletter informing you of current sustainability news topics, up and coming events and workshops and a network of other change agents.

• Inclusion in the Change Agents staff and alumni networks: socials, networking opportunities, etc.

• Support in an organisation whose ethos is one of positive personal and professional development.

This recruitment is being managed by Change Agents UK, please direct all correspondence to or call 01572 723419

Location London

Outputs and Key Tasks


The ideal candidate will be able to mix the completion of routine tasks with the analysis and resolution of more complex or technical issues. Working as part of a team, the post holder will be dealing with the maintenance of system data and providing customer focussed application and data support aiming to resolve issues at first point of contact. They will need to identify the nature of issues and use their judgement and initiative in determining the most appropriate course of action, placing an emphasis on providing effective and timely solutions. Resolution for the majority of issues will be achieved by applying knowledge gained from past experience and reference to standardized procedures or by providing guidance to others. Where issues are more complex or have not been encountered before the post holder will be expected to exercise judgement in determining when to refer to other team members or third parties or when to escalate to the line manager for advice/guidance.

The post holder will be expected to work in a pro-active and independent manner. They are afforded the discretion to organise and prioritise their work within the guidelines set by service level agreements and their line manager to bring requests to a satisfactory conclusion.

Key Relationships


Interact with Rail Delivery Group Teams as well as other RSP Teams for professional guidance on the input to and outputs from the Service.


Liaison with Service Suppliers for the day to day operation of the Service

Liaison with TOCs, DfT and other external parties who are users of the Service or are affected by the outputs from Service.

Key Tasks

  1. Supporting the day-to-day operation of the Service Desk to a high degree of customer satisfaction and to agreed SLA’s.

  2. Ensuring all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised diagnosed and managed in the Service Desk Tool.

  3. Taking ownership of, investigating and resolving incidents and service requests if possible, or escalating them where they cannot be resolved within the agreed timescales or defined areas of responsibility. This will involve managing the end to end process including liaising with suppliers, keeping customers appraised of progress and documenting solutions for internal and external use.

  4. Maintaining core reference data and responding to workflow requests in a timely manner to meet business requirements.

  5. Monitoring the Service dashboard to ensure the service is delivered in accordance with agreed contractual requirements and the quality of the service is maintained. Escalating any concerns to the Service Manager or the Senior Service Manager.

  6. Contributing towards the creation and maintenance of a knowledgebase for documented processes, routine tasks, workarounds and incident resolutions.

  7. Identifying and recommending change in accordance with defined processes, procedures and contractual obligations, to improve quality, efficiency and effectiveness of the Product Management service delivery.

  8. Providing professional and technical advice and guidance in relation to the service delivered in order to support other projects.

  9. Developing and maintaining effective relationships with customers, internal departments and Third Party Suppliers.

  10. Compiling data to produce scheduled and ad-hoc reports for internal and external publication ensuring adherence to standards.

Personal Specification


  1. Good working knowledge of Microsoft Office suite of applications (e.g. excel, word, visio etc).

  2. Good communication and inter-personal skills.

  3. High level of analytical skills.

  4. Ability to identify and resolve problems quickly and effectively.

  5. Understanding of managing service contracts and working with suppliers.

  6. Effective organisational skills and the ability to work to deadlines.

  7. High level of accuracy and attention to detail.


  1. ITIL Foundation and/or PRINCE2 Foundation professional qualifications.

  2. Knowledge of writing efficient and effective business processes.

  3. An understanding of the UK Railway and its constituent components.

Position Details

Employer: RDG/ Rail Settlement Plan

Salary (per annum pro rata): £22,000 - £27,000 per annum dependent on experience

Closing Date: Sunday 13th November 2016

Telephone Interview Please be available for a telephone interview w/c 21st November 2016

Interview Date: Tuesday 29th November 2016

Start Date: ASAP

Length of Opportunity: 12 month fixed term contract with the view to go permanent

Hours/Week: 37 hours per week

Work outside normal hours: None

Annual leave: 26 days per year

Probation period: 6 months

Base: 200 Aldersgate Street, London, EC1A 4HD

Salary £22,000 - £27,000
Application Deadline 2016-11-13
Interview Date 2016-11-29
Hours Per Week 37.00
Places Available 1

Closed - no further applications permitted