IT Support Services Analyst

3 weeks ago

Burton upon Trent, Staffordshire, United Kingdom Greene King Full time

Company Overview

We are thrilled to present an opportunity for an IT Service Support Analyst to become part of our Service Delivery Team. This role is essential in assisting the Change and Problem Manager with their daily responsibilities.

As the IT Service Support Analyst, you will play a pivotal role in supporting a significant project within Greene King. This position may require you to lead our IT Change Advisory Board meetings, facilitate IT Problem discussions with various service areas, and coordinate responses to IT High Priority Incidents, all while ensuring effective processes and a genuine service-oriented culture.

Join Greene King, the leading pub company and brewer in the UK, where our mission is to bring joy to people's lives and uphold the legacy of great British hospitality. With a rich history spanning over 220 years in brewing and hospitality, we take pride in our commitment to delivering an exceptional pub experience through our dedicated team of 39,000 employees.

Additional Benefits

We value our team's dedication, which is why...

You will enjoy a competitive salary and pension contributions, along with:

Opportunities for career advancement across our renowned brands – as a leading provider of apprenticeships in the industry, we offer training and development at every stage of your career. A 33% discount for you and 15% for your family on all our brands – allowing you to savor your favorite meals and beverages at a reduced price. Complimentary employee assistance program – providing support for mental health, well-being, financial, and legal matters because your well-being is important to us. A 50% discount for you and 25% for your family at our Greene King Inns and hotels – enabling you to enjoy a getaway without overspending. Referral bonuses – if you know someone who might be interested in a new position, you could earn £1,500 for referring them once they are hired. Wagestream – access your earnings before payday to help manage life's unexpected expenses. Retail discounts – enjoy up to 30% off at Superdrug and exclusive offers with various retailers. Job Responsibilities

As our IT Service Support Analyst, your responsibilities will include...

Overseeing the management of all IT Change aspects. This includes leading a weekly Change Advisory Board meeting with stakeholders, adhering to Greene King's Change Processes, documenting everything in Service Now, identifying potential risks related to changes, and ensuring effective communication with service areas. Managing the IT Problem Process. This entails collaborating with all IT service areas to identify the root causes of recurring incidents, resolving them, and preventing future occurrences. Handling IT High Priority Incidents and taking ownership of Root Cause Analysis. When a High Priority Incident arises, you will assess its impact on Greene King's services, coordinate with IT service areas, communicate with stakeholders, and facilitate the resolution process. After the incident is resolved, you will lead the Root Cause Analysis, either internally or with third-party partners. Compiling a regular IT Service Pack for Executives. This involves gathering information from various reports to create a comprehensive overview of IT service performance at Greene King. Managing business-as-usual activities in the absence of the Change and Problem Manager.

Qualifications and Skills Required:

Outstanding communication and stakeholder management abilities. The capacity to effectively challenge and manage expectations. A commitment to high standards of customer service. Experience with ITIL Change Management processes. Strong troubleshooting skills with a focus on identifying root causes. A proactive and positive attitude.

#LI-AC1

Qualifications

Familiarity with ITIL Change and Problem best practices is essential.

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