Service Analyst

Summary

Join Cytora as a Service Analyst and play a key role in ensuring exceptional service delivery to our enterprise customers. You will manage live service environments, solve complex support challenges, and drive continuous improvements across product and process. You will own the end-to-end service support workflow, liaise between delivery, product, and customer success teams, maintain and develop internal knowledge bases, and manage user access. You will also drive improvements in operational efficiency, manage the reporting of key service metrics, and identify and address risks and service bottlenecks. Cytora is a remote-first company, offering a competitive salary and stock options, along with other benefits. The role requires experience in service operations and a strong understanding of access controls and incident management.

Requirements

• Experience in a service operations, support, or analyst role—ideally within a SaaS or tech-driven environment
• Understanding of access controls, data integrity, and incident management best practices
• Strong problem-solving and coordination skills with a sharp eye for detail
• Confidence managing multiple stakeholders and workflows simultaneously
• Familiarity with service management tools (e.g. ServiceNOW, Jira, Zendesk) and documentation platforms (e.g. Confluence, Notion)
• A process-oriented mindset with a passion for continuous improvement

Responsibilities

• Own the end-to-end service support workflow—from triaging customer queries to tracking resolution and surfacing recurring issues
• Liaising between delivery, product, and customer success teams to ensure seamless configuration and deployment of new features
• Maintain and develop internal knowledge bases and operational documentation
• Manage user access across multiple environments, ensuring secure, compliant access control
• Drive improvements in operational efficiency—whether it’s automating ticket triage or optimising service tracking
• Manage the reporting of key service metrics (e.g. ticket volumes, resolution SLAs, issue trends) to inform performance reviews and strategic decisions
• Identify risks, knowledge gaps, or service bottlenecks and proactively work to address them

Benefits

• Competitive salary and stock options
• Fully remote
• Fun, vibrant and energetic environment with people that want to make a difference
• Opportunity to learn and build new skills in an expanding business
• Private Health Insurance (UK only*)
• Choice of laptop
• Flexi-working
• ��2000 travel budget
• Company trips