Service Analyst

Job Description:

Salary Range: £31,253 - £34,000

Your Impact 

Are you looking to start your career in service analysis and business support within a high-integrity, mission-focused organisation? At Leonardo UK, our Service Analysts contribute to the delivery and improvement of secure systems and services that support defence, government, and public sector customers. This entry-level role offers the opportunity to develop core skills in service performance monitoring, data analysis, and process support, while working in a collaborative and supportive team environment. 
 
Your work at Leonardo UK will see you take the lead in solving customer problems in an agile, innovative and team-centric manner. The role may involve a blended hybrid working model, with a mixture of working from home and working on site at one of our Leonardo offices to ensure close collaboration with the wider team and with our customers. 

Leonardo UK is seeking a Service Analyst to join the Cyber & Security Solutions Division team. This role is focused on delivering, maintaining, and improving platform and systems engineering solutions that underpin critical defence, government and public sector services. 
 
What you will do as a Service Analyst 

• Support routine service and business support tasks under guidance, contributing to effective service delivery.  

• Assist in collecting and analysing service data to identify trends and support reporting.  

• Maintain accurate service records and documentation using tools such as Jira, SharePoint, and Confluence.  

• Respond to service-related queries and escalate issues appropriately.  

• Follow defined procedures to support change control, configuration, and service transition activities.  

• Collaborate with internal teams to ensure service needs are met and business processes are supported.  

• Participate in service reviews and contribute to improvement initiatives. 

What you’ll bring 

• A keen interest in service delivery, business support, or IT operations.  

• Some experience (e.g. through internships, placements, or academic projects) in a business support or service environment.  

• Basic understanding of service management principles (e.g. ITIL) and structured processes.  

• Familiarity with collaboration tools such as SharePoint, Jira, or similar platforms.  

• Good organisational skills and attention to detail.  

• Willingness to learn and follow structured procedures.  

• Effective communication and teamwork skills. 

Core areas (must have): 

• Service Documentation: Ability to maintain accurate records and follow documentation standards.  

• Tool Familiarity: Exposure to business support tools (e.g. Jira, SharePoint, Confluence).  

• Process Awareness: Understanding of basic service processes and change control principles.  

• Team Collaboration: Experience working in teams, with a willingness to support others.  

• Problem Escalation: Ability to identify issues and escalate appropriately.  

• Learning Mindset: Demonstrates curiosity and commitment to professional development. 

Desirable: 

• Exposure to hybrid service environments (e.g. cloud, SaaS, on-premise).  

• Awareness of ITIL, ISO 20000, or similar service frameworks.  

• Familiarity with Agile or DevOps principles.  

• Experience in regulated or secure sectors (e.g. defence, government) through study or placement.  

• Interest in pursuing professional certification (e.g. ITIL Foundation, SIAM). 

This is not an exhaustive list, and we are keen to hear from you even if you might not have experience in all the above. The most important skill is a good attitude and willingness to learn. 

Security Clearance 

This role is subject to pre-employment screening in line with the UK Government’s Baseline Personnel Security Standard (BPSS). An additional range of Personnel Security Controls referred to as National Security Vetting (NSV) may apply, this could include meeting the eligibility requirements for The Security Check (SC) or Developed Vetting (DV). For more information and guidance please visit: https://careers.uk.leonardo.com/gb/en/security-and-vetting 
 

Why join us 

At Leonardo, our people are at the heart of everything we do. We offer a comprehensive, company-funded benefits package that supports your wellbeing, career development, and work–life balance. 

• Time to Recharge: Generous leave with the opportunity to accrue up to 12 additional flexi-days each year. 

• Secure your Future: Award-winning pension scheme with up to 15% employer contribution. 

• Your Wellbeing Matters: Free access to mental health support, financial advice, and employee-led networks. 

• Never Stop Learning: Free access to 4,000+ online courses via Coursera and LinkedIn Learning. 

• Tailored Perks: Spend up to £500 annually on flexible benefits such as private healthcare, lifestyle discounts, and gym memberships. 

• Flexible Working: Flexible hours with hybrid working options. 

For a full list of our company benefits please visit our website. 
 
Leonardo is a global leader in Aerospace, Defence, and Security. Headquartered in Italy, we employ over 53,000 people worldwide including 8,500 across 9 sites in the UK. Our employees are not just part of a team—they are key contributors to shaping innovation, advancing technology, and enhancing global safety. 

At Leonardo we are committed to building an inclusive, accessible, and welcoming workplace. We believe that a diverse workforce sparks creativity, drives innovation, and leads to better outcomes for our people and our customers. If you have any accessibility requirements to support you during the recruitment process, just let us know. 

Be part of something bigger - apply now! 

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Contract Type:

Hybrid Working: