Position Description:
Impellam Technology Operations Analyst
Position Objective:
The Technology Operations Analyst (Junior) supports the day-to-day operation of Impellams Vendor Management Systems (VMS) by handling lower complexity, repeatable system requests and incidents under the guidance of senior team members.
The role focuses on accurate ticket handling, clear customer communication, learning VMS workflows, and developing technical capability across supported systems. This position provides a structured development pathway into the Technology Operations Specialist role.
Key Responsibilities & Overview:
Ticket Management & First-Line Support:
- Provide first-line support to MSP programmes and internal departments across supported VMS platforms (e.g. Cnet, SAP Fieldglass, Beeline, Workday VNDLY).
- Log, triage, categorise and resolve tickets using the ticketing system in line with documented processes and SLAs.
- Resolve repeatable, lower complexity issues using approved SOPs and knowledge articles.




- Gather relevant information from users to enable efficient resolution or escalation.
- Escalate issues that fall outside defined scope to senior team members in a timely manner.

Customer Service & Communication:
- Communicate clearly and professionally with customers via tickets, email and, where required, phone calls.
- Provide transparent explanations when resolving tickets and ensure users understand next steps.
- Maintain a professional, customer focused tone in all written and verbal communication.

System & Process Support:
- Perform routine system administration tasks where authorised, in line with documented procedures.
- Follow change and access control processes and seek approval for any actions outside defined authority.
- Support system testing activities for changes or releases as directed by senior team members.

Documentation & Knowledge Management:
- Create and maintain SOPs, user guides, and supporting documentation for repeatable processes.
- Identify

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