Service Lifecycle Analyst - Flutter Group, Hybrid

Role purpose:

Working for the Flutter Group Service Management team, this role is responsible for ensuring all aspects of Incident, Change and Problem management are followed to the highest standard across technology. The role will require constant strive for improvements across all service management pillars and looking at smarter ways.

The goal of the team is to ensure that standardised methods and procedures are used for efficient and prompt handling of all incidents, changes, and problems. This will ensure minimal impact on availability, MTTR and MTBF targets of all products across Flutter Group.

The role involves working closely with the Service Lifecycle Managers in ITSM, supporting them in multiple initiatives across technology.

The role will also involve developing and maintaining BI reporting tools and dashboards to provide insights into service management performance and identify areas for improvement.

Accountabilities:

• Highlight areas for improvement through a continual service improvement program, collaborating with key stakeholders. This will be achieved through intelligent interpretation of data across all of technology.
• To help ensure that the Incident, Change and Problem management policies and procedures are always understood and followed by the Flutter Group Technology organisation
• Responsible for day-to-day oversight and management of changes and incidents within the technology function.
• Key ITSM point of contact within Flutter Group responding to queries and requests via multiple communication tools
• Ability to plan, handle and coordinate the implementation of high risk or customer impacting changes, whilst managing stakeholder’s expectations
• Identifying and escalating problems or issues with any incidents or changes to relevant stakeholders
• Ensure Tooling is in line with the current process, put forward ideas for improvements and be involved in testing new releases
• Guarantee that our CMDB is fully up to date and has no gaps in data across technology.
• Ongoing measurement of key KPIs through Reporting for Service Lifecycle Managers. Driving action plans on an ongoing basis across the business to drive them to excellence
• Develop and maintain BI reporting tools and dashboards for the organization using significant BI applications.
• Create and maintain reports based on various data sources as requested by the SM organization
• Continuously improve all aspects of reporting from the source data to the final report.
• Collaborate with both internal and external clients to meet reporting needs.
• Identify trends, patterns, and correlations in data to uncover actionable insights.

Competencies:

• Minimum 2 years + hands on IT experience within fast paced company.
• Knowledge of ITIL coupled with an understanding of it can operate within a fast-paced Agile Delivery organisation
• Awareness and use of IT tickets (changes, requests, incidents etc)
• Good analytical skills with a structured and methodical approach
• Ability to work in a rapidly changing, complex environment
• Organised and focused approach
• Ability to educate users in the benefits of process and ensure policies are adhered to by all parties
• Excellent interpersonal & communication skills as candidate will have to take care of all areas of the company
• Attention to details with a high degree of pride in work produced
• Ability to communicate at all levels from senior execs through to 1st line support
• Experience working a continuous delivery, Agile, DevOps and automated environments
• Experience with BI tools such as Power BI, Tableau, or similar platforms.
• Excellent analytical skills with the ability to interpret data and provide actionable insights.
• Experience in creating visualizations that effectively communicate data findings to both technical and non-technical stakeholders.

What you can expect:

• 25 days of annual leave;
• Sharesave scheme;
• ”Flexible Benefits” of your choice;
• Private health insurance (includes dental insurance and health assessments);
• Free parking;
• Thousands of courses online through ‘Udemy'

Ways of working:

Flexible working is our way of working! We're a diverse workforce and therefore a 'one size fits all' approach isn't necessarily best. Whatever your personal needs may be, let's have a chat and see how we can accommodate them;

We thank all applicants for their interest, however only the suitable candidates will be contacted for an interview.

By submitting your application online, you agree that: your details will be used to progress your application for employment. If your application is successful, your details will be used to administer your personnel record. If your application is unsuccessful, we will retain your details for a period no longer than two years, in order to consider you for prospective role within the company.