Senior Service Automation Analyst, Wealth
| Posting date: | 09 October 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 08 November 2025 |
| Location: | Bristol, BS2 0PT |
| Company: | NatWest Group |
| Job type: | Permanent |
| Job reference: | R-00265743 |
Summary
Join us as a Senior Service Automation Analyst, Wealth
- As a Senior Service Automation Analyst, Wealth, you’ll be at the heart of helping to transform the bank, connecting with our customers, delivering continuously and learning and living our principles
- You’ll play a pivotal role in evolving how we deliver IT support, you’ll go beyond ticket resolution, using data, insight, and innovation to identify trends, reduce toil, and enhance the end-user experience across the organisation The pace of change and associated training and development opportunities will create an engaging and supportive environment for you and help develop a broad range of transferable skills
- You’ll work from home some of the time, but you’ll also spend at least one day a week working from our Bristol office
What you'll do
In this role, you’ll be responsible for application support and full incident management, your focus will be on resolution, analysis, and continuous improvement. You’ll plan, develop and undertake technical support for all Wealth applications, services,, activities and processes, as well as supporting our internal colleagues across the business, ensuring the sooth operation of for our front-facing teams.
Day-to-day, you’ll:
- Analyse incident and request data to identify patterns, trends, and recurring issues, using insights to drive meaningful service improvements
- Identify high-volume, low-value tasks and lead initiatives to eliminate or automate them, supporting the development of self-service tools like FAQs, chatbots, and automation workflows
- Act as a bridge between the Service Desk and wider IT teams, ensuring insights are shared and acted upon
- Guide the team in adopting proactive approaches to incident handling and trend analysis, fostering a culture of continuous improvement and knowledge sharing
- Own and manage incidents through to resolution, ensuring SLAs are met and user impact is minimised, providing expert support across all Wealth applications
The skills you'll need
We're looking for someone with proven experience in a Service Desk or IT Support role, with a focus on service improvement and problem management, you’ll also need strong analytical skills and experience with trend analysis.
In addition, you’ll need to be highly organised with the ability to balance operational demands and improvement initiatives and have excellent communication and stakeholder management skills.
On top of this, you’ll bring:
- Experience of ServiceNow
- Familiarity with ITSM and ITIL practices
- Experience with automation and self-service tools such as scripting, workflow automation, chatbots
- Awareness of AI tools and their application in IT support
- Experience with Power BI and basic programming knowledge