Systems Analyst

Summary: The Systems Analyst role is a 3-month contract position based in London, focusing on optimizing enterprise systems and service management operations. The successful candidate will collaborate with senior leadership and cross-functional teams to enhance the technical framework of internal support systems, particularly through process mapping and technical documentation. This position requires a strong technical background and the ability to drive improvements in service management workflows, specifically using Zoho Desk. The role mandates onsite presence for three days a week.

Key Responsibilities:

• Analyse and document existing enterprise systems and workflows, focusing on service management and internal support operations.
• Create end-to-end process maps, system architecture diagrams, and technical documentation for existing tools, including Zoho Desk and integrated platforms.
• Work with stakeholders to establish and formalise SLAs, escalation paths, and ownership models.
• Evaluate current technical configurations, integrations, and dependencies across functions, vendors, and support channels.
• Lead workshops and conduct structured interviews to extract and validate technical and procedural knowledge.
• Identify technical bottlenecks or inefficiencies and make actionable recommendations for improvements or automation.
• Maintain all documentation using SharePoint to ensure it's version-controlled, searchable, and up-to-date.
• Act as a bridge between technical and non-technical teams, ensuring all process improvements are both functional and sustainable.

Key Skills:

• Proven experience in a technical Systems Analyst or Enterprise Process Analyst role, ideally within a service delivery or service management environment.
• Strong proficiency with process mapping and diagramming tools such as Visio, Lucidchart, or similar.
• Demonstrated experience producing system architecture diagrams, integration maps, and structured technical documentation.
• Hands-on knowledge of enterprise support systems—experience with Zoho Desk or similar service desk platforms is strongly preferred.
• Familiarity with service management frameworks (e.g., ITIL) and their application in modern support environments.
• Confidence engaging with senior stakeholders to translate business needs into system-level insights and documentation.
• Strong analytical and problem-solving skills; able to understand both the technical and operational impact of proposed changes.

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT