Operations Support Analyst

Help grow a safer, cleaner, healthier future for everyone, every day.

Role Summary
The Operations Support Analyst will report to the Operations Manager and will assist in developing and maintaining operational controls and processes in place for running the business applications in-life and driving Continuous Improvement of operations across group enterprise IT systems.

Given Halma's complex environment consisting of an HQ organisation and 40+ individual companies, as an Operations Support Analyst, you will work with our key users, application / platform owners and end users to help them resolve, co-ordinate, triage, communicate and implement effective operations across the landscape

Role Responsibilities

• Routine Procedures

• Monitor daily service operations and identify urgent requests

• Handle incidents and manage escalations

• Conduct routine checks to identify process defects

• Reporting

• Support the creation of routine reporting packs and dashboards for internal stakeholders, utilising and defining performance metrics – Service Level Agreements (SLAs) etc

• Conduct Analysis utilising tools such as Excel or PowerBI, to identify trends and opportunities for both system optimisation and improvement in operational performance

• Continuous Improvement – Operations process optimisation

• Proactively identify opportunities for process improvement

• Define problem statements, objectives and requirements
• Analyse options and support in providing recommendations

• Drive the delivery of small Improvement initiatives

• Process Documentation

• Documentation of training guide materials for internal procedures

• Support in generating and maintaining a knowledgeable

• Problem Solving

• Critically assess and collaboratively work alongside the function's operations team, managed service vendors and enterprise IT team to identify/support root cause analysis and remediation of issues, incidents and escalation.

• Bridge the gap by translating business requirements to the Tech team and vice versa

• Vendor Management

• Maintain a proactive vendor relationship, via conducting Monthly Service Reviews, etc.

• Escalation and management; support in holding vendors to account and striving to exceed agreed Service Level targets

Role Prerequisites

• A minimum of 2 - 3 years hands-on proven Operations support experience in Enterprise IT systems like HR, Finance, ERP and Integrations
• Strong understanding and experience in managing multiple environments and manage release cycles across multiple business functions / domains
• Experience in managing expectations and communication towards key users, related to application upgrades, application service availability and uptime expectations towards key users
• Experience supporting the Service management with multiple vendors
• Strong Analytical, Reporting and Problem-solving skills
• Excellent communication and presentation skills
• Strong stakeholder management
• Supporting Global teams and user base
• Experience with best practice principles such as ITIL, Lean / Six Sigma are a benefit, however not required

Professional attributes
Operational Excellence - Previous experience in an Operations Support role focused around Enterprise IT applications like HR, Finance, ERP. Must be comfortable with working across multiple complex work streams simultaneously.

Entrepreneurial "can-do approach" – Will be determined, creative, and resilient, with a ferocious work ethic. Will be highly resourceful and pragmatic and find a way to get to the right answer. Will be comfortable operating in an entrepreneurial, high-growth investment environment.

Commercial, analytic & strategic – Will have demonstrated previous success in working with internal and external stakeholders and suppliers. Will have superb communication and negotiation skills with a analytical mindset, with exceptional clarity of thought and problem-solving capabilities. Will adopt a hands-on approach, and be close to the detail, as needed.

Location
This role is based in London, with additional project-dependent travel requirements to our headquarters in Amersham, Buckinghamshire and to our operating companies in the UK and abroad.

We are currently operating a hybrid working environment, with a minimum of 3 days working in the office, at times requirement to travel to other locations, and home working.

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