Service Analyst - ESN

BT Ireland; Manchester; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading telecommunications company is seeking an ESN Service Analyst in Manchester to ensure service stability for emergency services. This role involves compiling management reports, analyzing performance data, and implementing service improvements. Candidates should have strong data analysis skills, technical proficiency in Microsoft Excel, and experience with stakeholder management. The position offers a hybrid working model and competitive benefits, including a generous bonus, pension scheme, and opportunities for career development.

Benefits

10% on target annual bonus

BT Pension scheme

X4 Salary Life Assurance

Flexible benefits

25 days annual leave

Equal family leave

Enhanced women’s health support

24/7 private virtual GP appointments

Paid carer’s leave

Training and development opportunities

Discounted broadband, mobile, and TV package

Qualifications

• Report management experience and operational data analysis skills.
• Proficiency in Microsoft Excel at a technical level.
• Proven track record of implementing business improvements.
• Stakeholder management skills are important.

Responsibilities

• Compile service management reports.
• Analyze service and performance data.
• Implement improvement opportunities.
• Maintain data feeds.
• Action service issues through virtual teams.
• Analyze insights from Customer Engagement team.

Skills

Problem Solving

Customer Experience

Data Analysis

Technical Reporting

Business Process Improvement

Tools

Microsoft Excel

Job description

Location(s)-London, Birmingham, Bristol or Manchester

Why this job matters

The Emergency Services Network will provide a mission critical communications service for our emergency services across the United Kingdom. Service Management plays a fundamental role in driving network stability and reliable service which helps to keep everyone safe.

As a ESN Service Analyst, you will be responsible for investigating 3 Emergency Services issues that will have direct impact on their service. You will work closely with all 3 Emergency Services customers (300-400k), across BT Technology and BT’s supply chain as well as other ESN suppliers to deliver the best possible service. You’ll directly influence the risk of service penalties of £2M per month.

You will be required to undergo National Security Vetting to SC or NPPV level.

What you’ll be doing

• Compile service management reports.
• Analysis of service and performance data.
• Identification & implementation of improvement opportunities.
• Maintain data feeds and identify new sources as required.
• Action service issues through BT Tech virtual teams and create a service improvement plan.
• Analyse insights from Customer Engagment team and make recommendations to improve our customer experience and drive improved NPS.
• Business / process improvement activities.

What we would like to see on your CV

• Show that you have report management experience and operational data analysis skills.
• Proficiency in Microsoft Excel at a technical level, including VLOOKUPs, pivot tables, and macros, is required.
• A proven track record of implementing business improvements from concept to delivery is essential.
• Stakeholder management skills are important, including managing stakeholders up to director level.
• Business improvement knowledge.

The skills you’ll need

Problem Solving

Customer Experience

Data Analysis

Technical Reporting

Business Process Improvement

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• 10% on target annual bonus
• BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
• X4 Salary Life Assurance
• Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
• 25 days annual leave (not including bank holidays), increasing with service
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks paid carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes
• Discounted broadband, mobile and TV package
• Access to 100’s of retail discounts including the BT shop

Flexible Working

This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

Although these roles are listed as full‑time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.