Senior Service Support Analyst

TL;DR

Senior Service Support Analyst: Providing 2nd line support for applications, platforms, and data services for public sector clients with an accent on issue triage, resolution, and proactive service improvement. Focus on maintaining availability, performance, and security while providing technical, operational, and communication support during incidents.

Location: Any UK Office Hub (Bristol / London / Manchester / Swansea)

Salary: £43,000 - £53,000 / year

Company

hirify.global uses human-centred technology to improve our society by designing, building, and delivering public services.

What you will do

• Triage and resolve issues to minimize impact, collaborating with internal and client teams.
• Proactively monitor and manage production solutions to maintain availability and performance.
• Communicate clearly with support teams regarding incidents, problems, or changes.
• Manage user service requests in line with contracted SLAs.
• Create and update knowledge base articles and guidance for service users and 1st line support agents.
• Identify trends for common problems and deliver workarounds with 3rd line teams.

Requirements

• Strong IT background with experience supporting digital and/or data services in a production environment.
• Strong customer service background in 2nd line support.
• A logical, analytical approach to problem-solving.
• Knowledge of network and firewall infrastructure.
• Familiarity with scripting (Python, SQL etc.) and IaC (Terraform, Ansible etc.) tools.
• Eligibility for SC (security check) clearance requires 5 years' continuous UK residency and 5 years' employment history (or back to full-time education).

Culture & Benefits

• 30 days of paid annual leave plus bank holidays.
• Flexible working hours and flexible parental leave options.
• Part-time remote working available.
• Paid counselling, financial, and legal advice.
• Optional social and wellbeing calendar of events.
• Committed to building a happy, inclusive, and diverse workforce.