ABOUT THE ROLE
OUP’s digital services enable the Press to deliver its mission of advancing knowledge and learning. We serve educational and academic institutions supporting researchers, teachers and learners. Our portfolio of services includes a broad range of digital, content and data-centric platforms, web and eCommerce applications, learning & assessment services, online journals, and research platforms as well as a range of mobile apps.
The Service Analyst (SA) performs a critical role within the Press with responsibility for triaging issues, root cause analysis, providing technical recommendations, defect prioritisation and delivering BAU change. This involves the use of a variety of tools such as ServiceNow and JIRA. The Service Analyst collaborates with platform developers, internal teams, third-party partners, and discoverability partners to ensure our services meet the high expectation of customers and colleagues.
As a member of the Product Operations team, the Service Analyst will be directly involved in embedding continual improvement to the support service Product Operations provides. This role will also work closely with our strategic technology partner, helping to coach colleagues, knowledge transfer through documentation and utilising time and resource to deliver an efficient service.
Key responsibilities in this role will include:
- Develop extensive and detailed knowledge of platform configurations and capabilities and maintain an awareness of new platform developments across the divisions.
- Engage with customers and colleagues to deliver a high-quality experience.
- Deliver high-value activities to meet key business objectives.
- Work collaboratively as part of virtual team on the creation and maintenance of online products to scheduled dates as agreed with customers and internal stakeholders.
- Deliver a range of proactive requests to include: access control/user account creation, content collections, homepage reconfiguration, system monitoring, analysing usage statistics and managing/developing third-party feeds etc.
- Provision of escalation support to both external (customers/societies) and internal (global business units/colleagues) users through the analysis and triage of issues using problem solving skills to troubleshoot and accurately diagnose platform, content, or service issues to include root cause resolution where appropriate.
- In the event of a service issue, work with the major incident management team to ensure the restoration of normal operations with minimal impact on the business, and within agreed service levels.
- Identify trends and patterns to log problem records within the service and track through to resolution with third party suppliers or appropriate internal resolution teams.
- Following and delivering a service in a good support framework manner (ITIL) with a caller based focus.
We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.
