Operational Tooling Specialist

3 weeks ago

Hatfield, United Kingdom Ocado Group Full time

**About Us**

**About the Role**

This is a fantastic opportunity to work within an expanding international company that is at the cutting edge of technology.

**What you'll be doing**- Use your experience, network/ITSM community, and knowledge of the product roadmap to stay ahead of features and changes that can be leveraged to enhance tooling provisions or limit the impact of changes to the production environment.- Maximise collaboration with our 3rd party support partners to maintain a consistent and concurrent flow of delivery.- Work with internal and external stakeholders to influence, shape and implement strategic direction of the Operational tooling in use.- Representing operational tooling capabilities and insights to customers, industry forums, and internal teams.- Configuration, support and administration of Jira software, JSM, Confluence, and BT Phone System including license and audit activities.- Resolution of technical issues relating to operational tooling and where required raising and managing 3rd party support requests.- Recommend, design, deploy, and maintain appropriate ITSM and knowledge management solutions using relevant products that meet stakeholder requirements. Including but not limited to automation, integration, process and workflow management,- Develop the Change Enablement process and solution for operational tooling changes in collaboration with the delivery function.- Drive data design improvements to facilitate appropriate reporting to meet stakeholder requirements.- Produce and maintain detailed technical documentation and changes controls to support implemented solutions- Provide support and training for Service Assurance to support the roll-out of new ITSM, knowledge base, and tooling features and developments.

**About you**- You are highly proficient with ITSM tooling and can engage and contribute in a professional and positive way to stimulate ideas and innovations around ITSM/ESM practices and platforms to enhance service capabilities.- Must have at least 2-3 years proven expertise working on ITSM Tooling-
- A positive team player who enjoys opportunities to learn from peers in a collaborative environment but also thrives on being an SME and sharing knowledge and learnings with others.- You are an advocate for best practices and can transform requirements into fit-for-purpose solutions.- You possess strong stakeholder management skills. You can record requirements and translate complex solutions/scenarios in a way that is understandable and appropriate for the audience.- You can effectively prioritise work in line with operational demands and deadlines. You have the ability to work under pressure and remain positive and focused during times of change or when faced with competing priorities.- You have experience in providing support and training to support the roll-out of new operational tooling features or developments.

**What do I get in return**

**We’re in it together, we are proud of what we do, we can be even better.

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