Operations Support Analyst

Operations Support Analyst

The Operations Support Analyst within the EMEA Innovation team plays a critical role in ensuring the smooth operation, support, and adoption of the Analytics and Sales Innovation toolset across EMEA.

This role is responsible for managing and resolving support requests raised via HelpHub and ServiceNow, providing Level 3 (L3) support for data, reporting, and custom-built analytical tools developed by the EMEA Analytics team. Acting as a key interface between end users, the Analytics team, Business Analysts, and wider Operations teams, the Operations Support Analyst ensures issues are resolved efficiently, requests are correctly routed, and users receive high-quality support.

The role combines hands-on technical troubleshooting, operational coordination, and strong stakeholder engagement, with a focus on improving service quality, knowledge sharing, and user experience.

Key Responsibilities

Ticket & Support Management

• Own and manage the end-to-end ticket lifecycle for HelpHub requests logged in ServiceNow, ensuring timely triage, prioritisation, resolution, and communication.
• Provide Level 3 support for complex issues, including data discrepancies, reporting logic, access issues, and tool functionality.
• Diagnose and resolve issues independently where possible, escalating to Analytics, Engineering, or Platform teams when required.
• Ensure tickets meet agreed SLA and quality standards, keeping users informed of progress and outcomes.

Analytics & Tool Support

• Support the suite of analytical tools and products developed by the EMEA Analytics team, including BI dashboards, data products, and custom applications.
• Build and maintain strong working knowledge of these tools, underlying data processes, and business use cases.
• Handle access requests, configuration queries, usage questions, and functional support.
• Support training requests, including onboarding new users and directing them to appropriate documentation or training resources.

Operational Collaboration

• Work closely with the wider Operations, Analytics, and Platform Enablement teams to resolve issues and answer user queries.
• Collaborate with Business Analysts to hand over enhancement requests, defects, and change requirements in a clear and structured manner.
• Support release activities by validating fixes, changes, and enhancements before and after deployment.

Knowledge & Continuous Improvement

• Contribute to and maintain support documentation, FAQs, and knowledge articles to reduce repeat issues and improve self-service.
• Identify recurring issues and propose process, tooling, or data improvements to reduce support demand.
• Provide insights and reporting on ticket trends, common issues, and service performance to the Head of Innovation, Head of Analytics, and Head of Operations.
• Support continuous improvement of the support model, tooling, and user experience.

About You

• 3+ years' experience in an Operations Support, Application Support, Data Support, or Analytics Support role.
• Experience providing Level 3 (L3) support, including complex issue investigation and resolution.
• Strong understanding of data, reporting, and analytics environments.
• Experience working with ServiceNow (or similar ITSM tools) for ticket management.
• Comfortable supporting custom-built tools and learning new systems and processes quickly.
• Strong analytical and problem-solving skills, with the ability to diagnose issues across data, systems, and user processes.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Experience working in a multi-stakeholder, matrix environment.
• Familiarity with BI tools such as Power BI or Tableau is desirable.
• Experience with Azure, data platforms, or DevOps environments is an advantage, but not essential.

Why Join Cushman & Wakefield?

As one of the leading global real estate services firms transforming the way people work, shop and live, working at Cushman & Wakefield means you will benefit from:

• Being part of a growing global company
• Career development and a strong promote-from-within culture
• An organisation committed to Diversity and Inclusion

We're committed to providing work-life balance for our people in an inclusive, rewarding environment. We achieve this through a flexible and agile work environment, focusing on technology and autonomy to help our people achieve their career ambitions.

We encourage continuous learning and development to build personal, professional, and technical capabilities, and we reward our people with a comprehensive employee benefits programme.

We have a vision of the future, where people simply belong.

That's why we support and celebrate inclusive causes every day. We embrace diversity across race, colour, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status. DEI is part of our DNA — we don't just talk about it, we live it.

If you want to live it too, join us.