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Transport for London
Service Analyst
London Hybrid 2-5 yrs exp Non-profit Organizations 18,722 employees
IT Service ManagementKnowledge ManagementData AnalysisPerformance ManagementInterpersonal Skills
Requirements
The role requires demonstrable knowledge of IT Service Management processes and tools, along with experience in managing Knowledge Management processes. IT Service Management qualifications such as ITIL are desirable.
Job Description
Welcome to Transport for London Careers
Take a look at job opportunities with us and you may be surprised at what you discover: a rich heritage, a commercial outlook, an iconic brand, a unique public service. It all adds up to make Transport for London a great place to develop your career. Here you can start your journey!
Key Information
Job title: Service Analyst
Salary: Circa £39,000 Grade: Band 2
Contract type: Permanent Reference: 4635
Team: Service Operations Directorate: TfL Corporate
Contract details: TfL Location: Pier Walk / Hybrid
Application closing date: Friday 3rd July 2026
All offers of employment are subject to satisfactory right‑to‑work checks, and candidates must be able to demonstrate their legal right to work in the UK. In certain circumstances, TfL may be able to sponsor Skilled Worker visas for roles and individuals that meet the required eligibility criteria, including those covered by transitional rules. Further details can be found here: Our response to visa sponsorship changes.
The Role
As a Service Analyst you will be working in Service Operations within TP&O Technology Service Operations (TSO). Service Operations is responsible for supporting the management and ongoing performance of key service management lifecycle functions.
The Knowledge Management team is responsible for the day-to-day maintenance of Knowledge Base Articles (KBAs) and Service Catalogue (SC) entries. The team support internal and external teams to drive end-to-end service improvements and user benefits.
Key Accountabilities
E=Essential
D=Desirable
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:
Final salary pension scheme
Free travel for you on the TfL network
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home
29/30 days annual leave plus public and bank holidays (Delete one)
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Private healthcare discounted scheme (optional) (Delete if not applicable – LU spot grades/Q grades)
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers
Discounted Eurostar travel
Application Process
Vetting Process
At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter (https://tfl.gov.uk/corporate/careers/our-vetting-process) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.
Take a look at job opportunities with us and you may be surprised at what you discover: a rich heritage, a commercial outlook, an iconic brand, a unique public service. It all adds up to make Transport for London a great place to develop your career. Here you can start your journey!
Key Information
Job title: Service Analyst
Salary: Circa £39,000 Grade: Band 2
Contract type: Permanent Reference: 4635
Team: Service Operations Directorate: TfL Corporate
Contract details: TfL Location: Pier Walk / Hybrid
Application closing date: Friday 3rd July 2026
All offers of employment are subject to satisfactory right‑to‑work checks, and candidates must be able to demonstrate their legal right to work in the UK. In certain circumstances, TfL may be able to sponsor Skilled Worker visas for roles and individuals that meet the required eligibility criteria, including those covered by transitional rules. Further details can be found here: Our response to visa sponsorship changes.
The Role
As a Service Analyst you will be working in Service Operations within TP&O Technology Service Operations (TSO). Service Operations is responsible for supporting the management and ongoing performance of key service management lifecycle functions.
The Knowledge Management team is responsible for the day-to-day maintenance of Knowledge Base Articles (KBAs) and Service Catalogue (SC) entries. The team support internal and external teams to drive end-to-end service improvements and user benefits.
Key Accountabilities
- Accountable for delivery of assigned output (e.g. demand, capacity, licence management, service lifecycle management, cost of services, processes etc) across the service lifecycle of the systems, services and technologies within their portfolio and ensure adherence to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Cultivating close working relationships with both suppliers and internal teams to deliver and improve the user experience
- Ensure reporting in relation to Service Lifecycle processes is communicated to relevant stakeholders so that they have a current view of the status of services, this includes any improvement opportunities
- Support the end-to-end successful transition of services including documentation of service requirements and service design packages, creation, review and ongoing maintenance of knowledge scripts and technical documentation to ensure the service desk are able to triage/resolve incidents effectively
- Accountable for ongoing day-to-day management, including maintenance, continuous service improvement and compliance of the knowledge/service request/configuration management functions
- Accountable for other miscellaneous duties related to Technology Service Operations and as directed by the Service Performance Managers to support teams and systems in service strategy, design, transition, operations and continual service improvements.
- Communicate effectively to users/customers and key stakeholders this includes updating, monitoring, escalating and reporting on performance of the function
- Accountable for completing audits for all new or changed services providing assurance to the Performance Managers and Transition Teams as changes are implemented into the live environment where applicable.
E=Essential
D=Desirable
- In-depth knowledge of Technology and Data Services or equivalent. (D)
- Demonstrable knowledge of IT Service Management toolsets and processes. (E)
- Awareness of the meaningful national and international legislation pertaining to the Government/Public Sector IT – e.g. GDPR, EU Procurement Directives and Freedom of Information Act. (E)
- IT Service Management qualifications desirable, such as ITIL and its practical implementation in large organisations. (D)
- Knowledge of the TfL Business and its needs and requirements. (D)
- Awareness of TfL's mandatory standards and operational procedures related to H&S, Access, Security and Fraud (D).
- Demonstrable experience of day-to-day management of Knowledge Management processes. (E)
- Proven ability in delivering Knowledge Management using ITSM tools.
- Excellent interpersonal and organisational skills.
- Strong business administration skills to draft process documentation equirements.
- Strong communication skills.
- Sound knowledge of performance, data analysis and information management.
- Strong knowledge of Microsoft Office suite of applications, ITSM tools (Remedy/Hornbill/ServiceNow) and Power BI reporting.
- Proven experience of technology and data services in a complex, multi-site organisation, preferably in the public sector.
- Proven experience of designing, implementing and maintaining Service Management processes in a large organisation would be beneficial.
- Demonstrable experience of day-to-day management of Knowledge Management processes.
- Has worked within the technology industry in an analytical role.
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:
Final salary pension scheme
Free travel for you on the TfL network
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home
29/30 days annual leave plus public and bank holidays (Delete one)
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Private healthcare discounted scheme (optional) (Delete if not applicable – LU spot grades/Q grades)
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers
Discounted Eurostar travel
Application Process
- Please apply using your CV. Word format preferred and do not include any photographs or images (No more than 2-pages)
Vetting Process
At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter (https://tfl.gov.uk/corporate/careers/our-vetting-process) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.
Skills
IT Service ManagementKnowledge ManagementData AnalysisPerformance ManagementInterpersonal SkillsOrganizational SkillsCommunication SkillsMicrosoft OfficeITSM ToolsPower BI Reporting
About Transport for London
Every day, we help millions of people to make journeys across London: By Tube, bus, tram, car, bike – and more. People don’t associate us with journeys by river, on foot or via the air, but we help with that, too. Getting people to where they need to go has been our business for over 100 years, and it shows. We’re leaders in our field, and no other city’s transport system is quite as recognisable: Red buses, black taxis, Tube trains and roundels have become icons in their own right. Our main job is to keep the city moving, working and growing but to do that, we have to listen. Constant improvements across the network are fuelled by feedback and comments from customers, as well as work within communities, representative groups, businesses and other London transport stakeholders. But our progress also depends on technology and data. With the future at our fingertips, we’ve already used it to revolutionise travel payments (think Oyster and contactless payment cards), and improved travel information. Tech and data is essential, not just to our future, but to others’: third parties use our data to power apps and services vital to customer journeys. So what’s next? As well as continuing to deliver Mayor of London, Sadiq Khan’s strategy and commitments on transport, our programme of capital investments is still one of the largest. We launched the Elizabeth line, we’re modernising services and stations and making travel safer for all.
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