Service Lifecycle Analyst - Flutter UK&I, Hybrid

at  Flutter Entertainment

Service Lifecycle Analyst - Flutter UK&I, Hybrid
IT Support Associate Engineer 2
Role Overview:
As Service Lifecycle Analyst you will establish and maintain relationships with our colleagues and discover processes and procedures that are in place with a view to improve efficiencies.

Key Accountabilities & Responsibilities:

• Responsible for supporting the Service Lifecycle Managers (SLMs) on activities throughout the whole service lifecycle, including strategy, design, transition, operations, and continual service improvement.
• Support the SLMs with reporting and data analysis.
• Support on incident, problem, change and configuration management standards and implementation.
• Manage change control processes within the tribe and ensure service KPIs are managed and reported to the business.
• Support SLMs in reducing outstanding or future service risks by working on incident backlog, retros, risks, and concessions.
• Validate change requests for the tribe. Drive improvements using change templates and communicate service-impacting changes to relevant stakeholders and engage with third parties.
• Work closely with the Service Desk and the tribe to own P3 incidents.
• Support SLMs with output/actions from service review meetings, PIRs, retros, or fire drills.

Skills, Capabilities & Experience Required:

• Previous experience working on a Service Desk or in a Service Management or Tech Ops role.
• Experience of working in a fast-paced business and an agile environment would be beneficial.
• You’ll have great communication skills and put the customer at the heart of everything we do.
• Motivated, able to use your own initiative and rally around priorities.
• Enjoy problem solving and finding out the root cause of problems.

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.

• Responsible for supporting the Service Lifecycle Managers (SLMs) on activities throughout the whole service lifecycle, including strategy, design, transition, operations, and continual service improvement.
• Support the SLMs with reporting and data analysis.
• Support on incident, problem, change and configuration management standards and implementation.
• Manage change control processes within the tribe and ensure service KPIs are managed and reported to the business.
• Support SLMs in reducing outstanding or future service risks by working on incident backlog, retros, risks, and concessions.
• Validate change requests for the tribe. Drive improvements using change templates and communicate service-impacting changes to relevant stakeholders and engage with third parties.
• Work closely with the Service Desk and the tribe to own P3 incidents.
• Support SLMs with output/actions from service review meetings, PIRs, retros, or fire drills