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IT Change and Problem Support Analyst
2 months ago
Company Overview
We are thrilled to present an opportunity for an IT Service Support Analyst to become a vital part of our Service Delivery Team. This role will assist the Change and Problem Manager in their daily operations.
In collaboration with our Problem and Change Manager, who is engaged in a significant project within Greene King, the Service Support Analyst will occasionally take the lead in chairing our IT Change Advisory Board, facilitating IT Problem meetings with various service areas, and coordinating IT High Priority Incidents. This will be supported by effective processes and a genuine commitment to service excellence.
Join us at Greene King, the leading pub company and brewer in the country, where our mission is to infuse happiness into lives and uphold the pride of British hospitality. Our rich 220-year brewing and pub history has shaped the business we proudly represent today. Our dedicated team of 39,000 individuals are the custodians of the quintessential British pub experience.
Additional InformationWe are committed to recognizing our team's hard work, which is why...
You will receive a competitive salary, pension contributions, and additional benefits such as:
Opportunities for career advancement across our renowned brands – as one of the industry's leading apprenticeship providers, we offer training and development at every stage of your career. A 33% discount for you and 15% for your loved ones on all our brands – enjoy your favorite food and beverages at a reduced price. Complimentary employee assistance program – providing mental health, well-being, financial, and legal support because your well-being matters. A 50% discount for you and 25% for your loved ones at our Greene King Inns and hotels – enjoy a getaway without overspending. Referral bonuses – if you know someone who might be interested in a new role, you could earn £1,500 for referring them once they are placed. Wagestream – access your earnings before payday for those unexpected moments. Retail discounts – enjoy up to 30% off at Superdrug, exclusive offers with three mobile, and many more. Job ResponsibilitiesAs our IT Service Support Analyst, your responsibilities will include...
Overseeing the management of all aspects of IT Changes. This includes leading a weekly CAB meeting with stakeholders and adhering to the Greene King Change Processes, documenting everything in Service Now, identifying potential risks related to changes, and collaborating with service areas for effective communication. Managing the IT Problem Process. This involves engaging all IT service areas to identify the root causes of recurring incidents, resolving them, and preventing future occurrences. Handling IT High Priority Incidents and owning the Root Cause Analysis. When a High Priority Incident arises, you will assess its impact on Greene King Services, coordinate with IT service areas, communicate with stakeholders, and drive 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 task will require gathering information from various reports to create a comprehensive overview of IT service performance at Greene King. Managing Business As Usual (BAU) activities in the absence of the Change and Problem Manager.What you will bring to the role...
Outstanding communication and stakeholder management abilities. The capability to effectively challenge and manage expectations. A commitment to high standards of customer service. Experience with ITIL Change Management processes. Strong troubleshooting skills with the ability to identify the root of a problem. A proactive and positive attitude.#LI-AC1
QualificationsFamiliarity with ITIL Change and Problem best practices.
