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# IT Service Analyst

- **Company:** LegalAndGeneral
- **Location:** Cardiff, UK
- **Contract:** Permanent contract
- **Skills:** Amazon Web Services, Microsoft Azure, DevOps, Disaster Recovery, File Transfer, SQL Databases, Datadog, File Transfer Protocol (FTP), Dynatrace
- **Published:** July 5, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=8aa3666f469cef6e

## About the Role

* ITIL Service Management (or equivalent)
 * Experience of working in a Service Support Role with a good awareness of Service Management Principles
 * IT Service Management experience in an outsourced environment
 * Awareness of Agile delivery, Lean methodology and DevOps
 * SQL (basic queries)
 * Dynatrace
 * Datadog, AWS and Azure experience
 * Appreciation of the Retail Workplace Pensions & Protection Industry and the regulatory frameworks

## Description

We have a fantastic opportunity for an IT Ops Service Support Analyst to join our Retail Support Services (RSS) team .

This is the ideal role for someone in service support looking for their next challenge.

What you'll be doing:

 * Providing expert consultancy and resolution for incidents, requests & problems collaborating with multiple internal and external support teams to ensure issues are resolved within agreed service levels and to customer satisfaction. Escalating issues likely to cause an extended service outage or service level breaches in line with established procedures
 * Providing technical consultancy i.e. file transfer/SFTP to external clients for new and existing schemes
 * Providing out of hours and weekend support as per the business need
 * Ensuring all support and maintenance provided by 3rd party suppliers, under the individual's control, is delivered within agreed service levels
 * Leading proactive incident triage and reducing incident volumes through problem analysis, trend identification and recommendations to Product Owners for corrective action
 * Contributing to clear, effective communication tailored to the audience situation and the desired outcome
 * Monitoring, reporting and broadcasting information relating to service availability, in respect of hardware and software, using appropriate systems as necessary
 * Contributing to the define, design, build and deliver stages of Continuity tests within sphere of influence, as per the rolling Disaster Recovery schedule
 * Executing the delivery of assigned change initiatives adhering to change control procedures. Complying with agreed methodology, standards, policies & procedures to produce high quality support documentation and providing feedback to drive continuous improvement


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