Service Analyst

We have been a leading figure in publishing for more than 500 years. We have always been a forward-looking organization, maximizing the technology for the day, but the digital revolution is bringing enormous change, fast. That same spirit of adventure and entrepreneurialism is critical to our future success. In a fast changing publishing landscape, OUP welcomes the inquisitive, the inventive, and the ambitious; people who challenge the conventional, and pioneer the possible.

We believe that the skills you bring to OUP are just a starting point. We want you to have the opportunity to expand your abilities, and innovate and develop in areas which both interest you, and support your aspirations.

About the Role

We are recruiting two Service Analysts to perform a critical role within the Press, with responsibility for triaging issues, root cause analysis, providing technical recommendations, defect prioritisation, and delivering usual service requests. This involves the use of a variety of tools such as ServiceNow and JIRA. As a Service Analyst, you will collaborate with platform developers, internal teams, third-party partners, and discoverability partners to ensure our services meet the high expectations of customers and colleagues.

As a member of the Product Operations team, you 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. 

We intend to hold remote first stage interviews for these roles on the 1st and 2nd of May.

We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.

About You

Our ideal person will be proactive, able to take initiative, willing to take ownership and be a team player. Ideally, we are looking for someone with a technical background dealing with incidents, supporting tickets, and creating solutions. 

Knowledge, Skills & Attributes:

• The ability to work independently with strong organisational skills.
• Excellent written and verbal communication skills with the ability to adapt communications for technical and non-technical parties.
• Must be able to effectively manage and balance priorities under time pressure.
• The ability to quickly pick up new tasks and learn new systems and processes.
• The ability to document and share knowledge and learning across the team.
• Must be resourceful and have strong problem solving and analytical skills.
• Must possess a good team spirit and the ability to work collaboratively.
• Experience of working in the publishing industry, supporting publishing platforms and managing third party vendor and internal stakeholder relationships is desirable.
• The ability to speak Spanish would be highly beneficial in one of the two positions available.

We will offer ITIL training if needed, to candidates once the probation period has been passed. 

Benefits

We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies. 

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts. 

Please see our Rewards and Recognition page for more information.

Queries

Please contact grace.mcfadyen@oup.com with any queries relating to this role. 

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.