We have an exciting opportunity for up to two Support Analysts (Grade 9) to join the Service Management team on a permanent basis.

Team Overview:
The Service Management team at Elexon is responsible for overseeing the full lifecycle of IT services, from planning and design to transition, service continuity, disaster recovery, SME support, operation and continuous improvement, adhering to ITIL best practices. To manage its multi-supplier service delivery landscape, Elexon employs a Service Integration and Management (SIAM) operating model.

In this operating model, the Service Management team plays a pivotal role in ensuring customers support needs are managed in a timely and efficient way. The team is account for ensuring the coordination, integration, and governance of multiple service providers and our customers’ experience.

The team is also accountable for delivering cohesive, seamless IT services to both Elexon’s business and the wider energy industry. By implementing structured ITIL-based service management practices, the team ensures clear accountability, maintains service quality, and drives high performance across all service providers.

The Service Management Team are responsible for the strategic development of ServiceNow implementation, roadmap, and ongoing maintenance, ensuring seamless customer experience while integrating the platform with business objectives, improving service delivery, and IT service management processes.

Job Purpose:
The Support Analyst provides customer support and expertise with responsibilities for ensuring that customer enquiries are answered promptly and correctly.

They will lead the triage and resolution of customer enquiries escalated by the Elexon Service Desk. Responsibilities include investigating, categorising, and diagnosing issues ensuring efficient and timely resolution. The role requires close collaboration with internal teams and third-party managed service providers to escalate issues, bridging the gap between first-line support and more complex technical and operational problem-solving 2nd and 3rd line support teams.

Key Responsibilities:

Customer Experience

• Provide clear, professional, and empathetic support for customers contacting Elexon Service Desk.
• Regularly monitor and review customer feedback and ticket trends to improve customer experience.
• Support process improvements to improve customer experience.

Support & Issue Resolution

• Provide industry SME-level support, handling queries escalated by the Service Desk.
• Investigate, categorise, and diagnose customer issues, ensuring efficient and accurate resolution.
• Act as a bridge between first-line support and technical/operational teams, escalating complex issues where necessary.
• Manage and track customer cases and incidents, ensuring they are resolved efficiently within agreed SLAs.
• Maintain detailed records of investigations and resolutions for reporting and analysis.
• Participation in problem management & major incident management, as required.

Collaboration & Stakeholder Engagement

• Work closely with cross-functional teams to ensure effective resolution of cases and incidents.
• Liaise with external managed service providers and industry participants to support issue resolution and continuous improvement.
• Provide clear and concise communication to Participants and stakeholders regarding issue status and expected resolutions.

Process Improvement & Compliance

• Identify opportunities to improve workflows, efficiency and customer experience in handling issues and queries.
• Ensure adherence to industry regulations and internal IT governance policies and processes when managing cases and incidents.
• Generate reports and insights on recurring issues, trends, and areas for improvement.
• Support audits and compliance reviews related to case and incident Management.

• Proactive Learning & Knowledge Management

• Continuously identify and analyse potential issues and emerging trends mitigating risks proactively.
• Contribute to and enhance the internal knowledge base by documenting resolutions, best practices, and troubleshooting guides.
• Support the training and upskilling of first-line support teams to improve initial triage and enhance support efficiency.
• Creation of common practices and participation in knowledge-sharing forums and communities across Elexon.

Capabilities and competencies:
Critical:

• Exceptional customer facing skills with effective listening and communication (written and verbal) skills with the ability to engage effectively with technical and non-technical stakeholders.
• Excellent problem-solving and analytical skills, with attention to detail.
• Hands-on experience with ITSM tools such as ServiceNow or equivalent platforms.
• IT Service Management experience across incident management, problem management and change management.
• Service support/analyst background.
• Ability to document triage procedures and best practices to enhance support efficiency.

Developmental / Desirable:

• Proficiency in using ITSM tools such as ServiceNow.
• ITIL (v3/v4) qualified.
• Proven experience working in regulated industries, particularly within OFGEM guidelines and compliance frameworks.

Elexon career path / Potential next role(s):

• IT Service Manager
• Service Desk Team Lead / Manager

In return, Elexon provides:

• £36,000
• 28 days annual holiday + Bank Holidays
• Discretionary annual incentive scheme
• Life assurance
• Pension
• Private medical (Bupa)
• Private dental (Bupa)

At Elexon, our employee wellbeing is particularly important to us, which is why we are proud to provide:

• Hybrid working - 2 days per week at our London office
• BUPA health check
• Employee Assistance Programme
• Eye care voucher scheme
• Subsidised gym membership
• Cycle to Work Scheme
• Buying & selling holiday scheme
• Computing scheme
• Corporate Social Responsibility (CSR) days
• Season ticket loan

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!

At Elexon, we want to:

• Provide true equality of opportunity
• Attract and retain diverse talent
• Listen to all voices
• Be representative of the communities we work in
• Be a role model for Diversity and Inclusion in the industry

Elexon together, embracing differences, listening to all voices