Workflow Request Analyst

We are seeking a highly organised and responsive Workflow Request Analyst to join our team. The successful candidate will be responsible for managing and responding to incoming requests, triaging and resolving tickets, and providing timely support to stakeholders. This role requires strong analytical and problem-solving skills, as well as excellent communication and organisational abilities.

Key Responsibilities

• Monitors and responds to incoming requests in a timely and effective manner
• Triages and manages tickets to ensure efficient resolution and escalation where necessary
• Gathers additional information for requests as required, utilising available templates to ensure consistency and accuracy
• Takes ownership of queries and provides clear and concise responses to stakeholders
• Analyses tickets to identify key themes and trends, providing feedback for improvement to relevant teams and stakeholders
• Maintains and updates FAQs to ensure accuracy and relevance, providing a valuable resource for stakeholders and the support team
• Develops and refines templates and playbooks to support efficient turnaround times and improve overall service delivery
• Provides support during hypercare activities, ensuring a smooth transition and minimal disruption to stakeholders
• Takes ownership of small requests and tasks in a timely and efficient manner, prioritising workload to meet service level agreements
• Organises small work activities to ensure effective use of time and resources

#LI-MP1

Requirements

• Proven experience in a customer support and request management with a strong track record of providing excellent customer service
• Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels including senior managers and technical stakeholders and subject matter experts
• Strong analytical and problem-solving skills, with the ability to identify key themes and trends
• Ability to work in a fast-paced environment, prioritising tasks and managing multiple requests simultaneously
• Strong organisational skills, with the ability to maintain accurate records and update documentation as required

Desirable Qualities

• Experience with ticketing systems and customer support software

• Experience with process improvement and optimisation, with the ability to identify areas for improvement and implement changes
• Strong technical skills, with the ability to learn new systems and technologies quickly
• Ability to work in a team environment, with a collaborative and flexible approach to problem-solving

• Certification in a relevant area (e.g. customer support certification)

• Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral. 
• Annual Leave – 20 days of annual leave, plus public holidays 
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7.
• Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
  • Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
  • Online Learning Platform: SkillsHub! - Learning at your fingertips, anytime from anywhere. You can access our online library with relevant content for your career growth. 
• Life Insurance - 3x annual salary 
• Personal Accident Insurance - providing cover in the event of serious injury/illness.
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Join us and become part of a team that’s powering the world of work and making a real difference.

Learn more at www.oneadvanced.com