Senior Service Support Analyst

Job summary

Digital Operations and Service Management (DOSM) sits within the Technology Digital and Data Directorate of NHS England.

The Technology Digital and Data Directorate vision is to deliver the best care and outcomes for the NHS and people that it serves, by improving population health and patient pathways, rapidly adopting effective technologies, building on insights from data and cutting-edge research, and by transforming the way that care is delivered.

DOSM operates and manages business critical infrastructure, and digital and data services, that underpin the health and social care system. We ensure the highest levels of reliability and availability of national digital and technology services, so that they can be relied upon by the NHS and social care system.

Our aim is to prevent system disruption but, if it does occur, to restore service as quickly as possible. We coordinate complex operational activities across environments, teams and organisations in order to achieve this.

Main duties of the job

As a Senior Service Support Analyst, you will be joining a Service Management team supporting the Genomics Service or Single Patient Records (SPR).You will be responsible for a broad range of activities that support the service. This includes:

• Attend and contribute to stand-up meetings, providing updates on assigned tasks, progress, risks and issues, and completing agreed actions with support where required.
• Carry out day-to-day activities that support the effective operation of services, working as part of the wider team across incident, problem, release, capacity and availability management, as well as routine stakeholder engagement.
• Support the collection, monitoring and basic analysis of service performance information, highlighting trends and contributing to service improvement activities.
• Engage with stakeholders as directed, maintaining effective working relationships with service suppliers and customers and helping to resolve routine service-related concerns.
• Assist the Service Manager in identifying and recording service-related risks, issues and escalations, supporting remedial actions and stakeholder communications in line with agreed procedures.
• Maintain positive relationships with end users, gathering and recording feedback to help the Service Management team understand service performance and user experience.

About us

NHS England has a wide range of statutory functions, responsibilities and regulatory powers. These are focused on supporting the wider NHS to deliver high quality care, as well as doing those things that are best done once for the whole NHS.

Our staff bring expertise across clinical, operational, commissioning, technology, data science, cyber security, software engineering, education, and commercial specialisms -- enabling us to design and deliver high-quality NHS services.

In March 2025, the Government announced that NHS England and the Department of Health and Social Care will increasingly merge functions, ultimately leading to NHS England being fully integrated into the department.

If you currently work within the NHS and if successful at interview, we will initiate an Inter Authority Transfer (IAT) via the Electronic Staff Record (ESR).This retrieves key data from your current or previous NHS employer to support onboarding, including competency status, Continuous Service Dates (CSD), and annual leave entitlement. You may opt out at any stage of the process.

Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in our offices.

Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.

We cannot offer visa sponsorship for external candidates.