Key Notes
At least three years as a service desk analyst and expert Jira Service Management skills are required, alongside the right to work in the UK. You will own the support operation, improve workflows and mentor the team supporting rail-ticketing systems. This permanent, full-time role offers remote-first working, flexible hours and £35,000–£40,000 annually.
What You'll Work On
- Build and maintain Jira Service Management projects, queues, workflows and automations to support a growing rail-ticketing software business.
- Lead the service desk team and improve incident, request, problem and escalation handling through consistent support processes.
- Monitor service levels and performance measures, using support data to improve reliability, user experience and operational efficiency.
- Partner with engineering colleagues to strengthen supportability and develop the knowledge and processes needed for dependable service delivery.
What They Are Looking For
- Experience: At least three years as a service desk analyst, with experience leading or mentoring support teams.
- Technical: Expert Jira Service Management knowledge, including workflows, SLAs, automations and knowledge bases, plus incident, problem, change and request management.
- Technical: Ability to analyse service data and performance measures to identify and deliver improvements.
- Domain: Familiarity with UK public transport and geography.
- Language: Advanced written and spoken English.
- Eligibility: The right to work in the UK is required.