As an IS Analyst (Support) working within the Booker IS team, you will ensure service availability, security and performance across multiple systems to help improve customer happiness and cash profit. The ideal candidate will have experience of service management, critical issue procedures, incident management, and customer support.
Within this role you will ensure that all service and support functions remain adaptable to customer needs and adequate reporting and service standards are met. This is an opportunity to work closely with Service Delivery Managers, Business partners, and Suppliers to review service performance and understand service experience.
Booker.co.uk is the fastest growing business to business wholesale website in the UK. The IS Web team look after all infrastructure and application software that own the Booker Group websites & apps, including the Booker.co.uk our B2B commerce web site, and also the content only consumer facing web sites operated for various divisions and brands within the Booker Group. The IS team work closely with the Booker Digital team to ensure the systems deliver a flawless end user online experience to our customers.
* Good technical background in testing, organisational change and support provision.
* Superb communication with technical and non-technical colleagues to ensure changes to the current systems are effectively handled
* Demonstrates customer first thinking and behaviour.
* Act as a point of escalation for issues and ensure the right actions are taken to investigate and resolve problems.
* Good user documentation skills, reviewing/ writing user documentation with development teams and specialists.
* Perfection in building positive relationships with business team members and third-party suppliers
* Desire to learn, add new value and drive progress by implementing standard methodology improvements in a customer focussed environment.
* Good written and verbal communication skills, being able to communicate effectively and efficiently with colleagues, customers and suppliers.
* Previous experience of working in an IT or Technical role with a strong customer support background.
* Experience with change management processes.
* Experience of using incident/service tool.
* Knowledge and understanding of analytics and reporting tools.
* Good people management, with confirmed ability to effectively work with internal and external teams.
* Service leadership skills with experience of successful solving issues and support provision.
* Consistent delivery of results.