Solutions Tools and Systems Manager

5 months ago

Hatfield, United Kingdom Ocado Group Full time

**About us**

**About the role**

We are looking for an Operational tooling specialist with experience working with commercial ITSM and Operational support tooling to enable learning, reporting and knowledge transfer. This is a fantastic opportunity to work within an expanding international company that is at the cutting edge of technology. The Ocado Smart Platform is our new modular and scalable solution for building our highly automated warehouses which we will use to put some of the largest bricks and mortar retailers around the world online using our disruptive business model.

***You will be**
- Managing and maintaining the Operational Services ITSM and Knowledge Management environment (Jira Service Management & Confluence)
- Work with internal and external stakeholders to influence, shape and implement strategic direction for the Operational tooling in use
- Manage, recommend and deploy appropriate ITSM solutions using relevant products to meet stakeholder requirements
- Manage, recommend and deploy appropriate knowledge management solutions using relevant products to meet stakeholder requirements
- Gather and analyse data in order to design and implement tooling solutions
- Design, implement & maintain tooling integrations
- Provide ongoing support for all ITSM, knowledgebase, tooling and integration solutions for the global Solutions Product Teams
- Planning and effective delivery of project/continuous improvement initiatives
- Provide support and training to the team to support the roll-out of new ITSM
- Knowledge Base and Tooling features and developments
- Assist with the creation and automation of run books and smoke tests
- Maintaining knowledge of industry best practice
- Resolve any technical issues experienced within the ITSM, knowledge base and tooling suites
- Managing the team's portfolio of Projects
- Developing and managing reports and dashboards

***About you**
- Previous demonstrable knowledge in building API integrations

following: Pagerduty, Slack, New Relic, Grafana, Tableau, BT Softphone NGCC, Git
- Expertise in analysing and troubleshooting large-scale distributed systems and the associated support tooling and dashboarding
- Strong verbal and written communication, robust interaction with stakeholders and other members of the team
- Ability to understand, explain and enhance internal tooling processes including extensive knowledge or JSM associated plugins
- Work well with others and actively contribute toward team objectives
- Demonstrate a proactive approach and get things done
- Ability to work under pressure, flexible, positive and focused during times of changes
- Demonstrable knowledge of leading and executing projects
- Ability to adapt and change, and learn new tools and skills
- Self-motivated, able to deliver under deadlines and multi-task under pressure
- Driven to provide exceptional customer service
- Self-starter with a passion for personal development and continuous improvement
- Team oriented
- Excellent verbal and written communications skills
- Project Management experience

***What we offer you**

Our employee benefits are designed for you, we care about people and we've ensured we have a wealth of benefits that focus on your well-being. We regularly review our benefits to ensure we are supporting our employees appropriately.
- 30 days 'working from anywhere in the world' policy
- Wellbeing support through dedicated apps and an Employee Assistance Programme
- 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase)
- Pension scheme (various options available including employer contribution matching up to 7%)
- Generous Private Medical Insurance (within the first month of joining)
- Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary)
- 22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete)
- Train Ticket loan (interest-free)
- Cycle to Work Scheme
- Free shuttle bus to and from Hatfield Train Station to the Hatfield offices
- Free shuttle bus to and from Welwyn Garden City Train Station to the Welwyn Garden City offices
- Opportunity to participate in Sharesave and Buy as You Earn share schemes

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