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Service Delivery Associate

3 months ago

Birmingham, Birmingham, United Kingdom The Economist Group LTD Full time

Introduction:

Introduction


The Economist Technology team delivers the tech which brings The Economist to life for millions of avid readers, podcast listeners and content watchers.

You will join our team at a time when the demand for excellence in our digital customer experience is higher than ever before.

You will join a profitable, responsible business with a brand and culture that you can be proud of and with every opportunity to deliver success for the Group and yourself.

We are seeking a Service Delivery Associate.

You will be dedicated to learning about technology management and will provide first class support for our growing service management capability.

If you are a collaborative team member with a practical, can-do attitude and would like to join our fantastic team, we would love to hear from you.

As part of this role you may expect to occasionally be available during non-standard working hours.

Accountabilities:

Accountabilities
- **Strategic*
  • Contribute to delivering our service management strategy
  • Build strong relationships with engineers and business stakeholders

- **Operations & Support*
  • Take ownership of ticket queues
  • Track, report and manage SLAs for incident response and resolution
  • Provide triage for new production incidents.
  • Complete post incident reviews for high impact incidents
  • Identify opportunities to improve support
  • Collaborate with Customer Service and Engineering teams on tickets
  • Document processes and knowledge base articles
  • Support the transition of new services and features into BAU support

- **Continued Service Improvement*
  • Be able to interpret data to identify opportunities for service improvement
  • Contribute to reporting and the development of service dashboards
  • Support the use of automation and AI to streamline processes

Experience, skills and professional attributes:

Relevant Skills and experience
General Experience & Interests

  • Experience of working in a technology service desk environment
  • Experience of working independently, and following instruction when needed
  • Experience of using technology monitoring software and tools such as JIRA
  • Experience of major incidents and problem management
Competencies

  • Be customer focussed
  • Have an interest in digital media and publishing
  • Be able to demonstrate good judgement and decision making
  • Demonstrate attention to detail and accuracy
  • Be well organised, but able to flex and change priorities when needed
  • Great communication skills and the ability to build relationships across teams
  • Ability to interpret technical information
  • Qualifications_
  • ITIL V4 Foundation certificate desirable