Service Analyst - FanDuel, Hybrid

IT Support Engineer Mid 1

FanDuel Group is a world-class team of brands and products that deliver sports betting, gaming and entertainment to millions of US sports fans, every day. That’s no easy task, and wouldn't be possible without a fantastic team who have helped us pioneer new products and innovative features that make us a leader in the industry. Whether you’re looking for better career progression, improved financial security or just a better sense of belonging we believe we’ve created a culture in which everyone can succeed, no matter how you got here.

THE ROLE

As a Service Analyst you will perform an important supporting role within Casino as you work alongside the Service Management team to address critical issues and help deliver a robust service strategy for the business. In this role, you will be working with colleagues from across the business and a wide variety of 3 party providers. You will take ownership of rd operational issues and be relentless in pursuing resolutions; regularly this will see you negotiating roadmaps, regulator demands and business deadlines. You will embody the principles of service management for Casino and as such you will play a critical role in how we manage our changes, capacity, risks and PIRs. You will help deliver the teams operational initiatives and continually strive to improve our processes, bolster stability and add value to FanDuel.

WHAT YOU WILL DO

• Support the effective triage and escalation of incidents
• Manage critical changes and scheduling of planned works
• Feed into the supplier management strategy
• Build and improve on service management processes
• Help manage technical Risks within Casino
• Work to ensure actions from AIS, PIRs and Security are fulfilled
• Help drive key delivery items within Casino Service Management

QUALIFICATIONS AND ABILITIES

• Understanding of ITIL principles
• Multiple years of experience within a Service or Operational role within a Tech company
• Able to digest complex technical situations, learning and adapting on the fly
• High standard of communication
• Effective at authoring documentation and building comprehensive reports
• Strong sense of ownership, urgency, and drive
• Familiarity working in an Agile environment
• Maintain relationships with other disciplines and stakeholders

FanDuel Group is an equal opportunities employer. Diversity and inclusion in FanDuel means that we respect and value everyone as individuals. We don't tolerate bias, judgement or harassment. Our focus is on developing employees so that they reach their full potential. The requirements listed in our job descriptions are guidelines, not hard and fast rules. You don’t have to satisfy every requirement or meet every qualification listed. If your skills are transferable and you are in the ballpark experience-wise, we'd love to speak to you