Service Operations Analyst

7 days ago


Oxford, Oxfordshire, United Kingdom Oxford University Press Full time
About the Role

We are seeking a skilled Service Operations Analyst to join our team at Oxford University Press. As a key member of the Product Operations team, you will be responsible for triaging issues, conducting root cause analysis, providing technical recommendations, and delivering high-quality service requests. You will work closely with platform developers, internal teams, third-party partners, and discoverability partners to ensure our services meet the highest standards of customers and colleagues.

The successful candidate will have excellent organizational skills, with the ability to work independently and manage priorities under time pressure. They will also possess strong written and verbal communication skills, with the ability to adapt communications for technical and non-technical parties.

Key Responsibilities:
  • Triage and resolve issues in a timely and efficient manner
  • Conduct root cause analysis to identify and address underlying problems
  • Provide technical recommendations to improve service quality and efficiency
  • Deliver high-quality service requests and meet customer expectations
About You

We are looking for a proactive and self-motivated individual who is able to take ownership of tasks and projects. The ideal candidate will have a technical background, with experience working with incidents, supporting tickets, and creating solutions. They will also possess strong problem-solving and analytical skills, with the ability to quickly learn new systems and processes.

Other essential qualities include:

  • Excellent written and verbal communication skills
  • Strong organizational skills and ability to manage priorities under time pressure
  • Able to work collaboratively as part of a team
  • Experience working in the publishing industry, supporting publishing platforms, and managing third-party vendor relationships is desirable
Benefits

Oxford University Press offers a competitive salary and benefits package, including:

  • Salary: £45,000 - £55,000 per annum (dependent on experience)
  • 25 days' holiday per annum (rising with service), plus bank holidays and Christmas closure
  • 35-hour working week
  • Pension scheme and contributory pension plan
  • Access to a wide range of local discounts and travel-to-work schemes

If you are a motivated and experienced Service Operations Analyst looking for a new challenge, please apply today



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