Senior IT Service Analyst

Job title:

Senior IT Service Analyst

Company

Gousto

Job description

Company DescriptionHere at Gousto, we are on a mission to become the UK’s favourite way to eat dinner, and for every meal to leave the planet better off. Gousto is changing how people shop, cook and eat food at home. It’s an incredibly exciting time to join our team – and we’re a friendly bunch!We’re proud to be one of the fastest-growing companies in the UK. Powered by data and a love of food, we’re a recipe box company that’s disrupting the sector, and we’re passionate about our diverse team and our customers.All of our people are responsible for the success of Gousto, and we’re passionate about creating an inclusive environment for all to thrive. Our guiding values – Dream, Deliver and Care – show our commitment to innovation, our ambition to hit goals at speed, and our deep respect for the people we work with.Job DescriptionWe’re looking for a Senior IT Service Analyst to join the Tech Foundations team here at Gousto. The team is made up of 5 IT Engineers based across London, Warrington and Clay Lake where they respond to IT requests as a first point of contact and help support projects and other initiatives to drive stakeholder value.This is a senior role, reporting into the IT Service Delivery Manager and can be located in any of our sites or the London Office. You’ll be working on developing an ESM platform, developing an AI enterprise co-pilot bot and delivering an excellent user experience.You’ll be motivated by being analytical of data and reporting to drive continual improvement across IT. You’ll be technically able to be a third-line SME support for the IT team, helping the engineers to resolve the most complex and critical issues. You’ll have extensive administration and development experience of ITSM tools as well as be able to write policies and procedures to achieve ISO certification. We’re also looking for someone able to help expand our internal AI bot to help more people – exciting!Core Responsibilities:

• Creating and developing reports for internal and external stakeholders to show performance, identify insights and create continual improvement actions and culture across the team and organisation
• Lead agile project delivery in direct relation to IT service to deliver high statistics on OKR key results
• Designing and implementing processes, improvements and policies to be compliant with ITIL and ISO frameworks
• ServiceNow platform administration and development to be able to support ITSM in becoming ESM and day to day tasks involved with being an ITSM system owner
• Understanding AI and it’s abilities to be able to expand our enterprise co-pilot bot and develop and support the expansion and skills across the organisation
• Third-line support for IT engineers as a senior position in resolving incidents and requests
• Owning the process of designing a new service or transitioning changed services into operation while ensuring that it meets agreed-upon requirements and expectations
• Create a roadmap for continual improvement of the ITSM system to develop and implement automations and opportunities to improve CSAT and SLA’s
• Develop and maintain core ITIL modules including asset management, licence management, change management etc to ensure we’re following the framework
• Leading business communications and stakeholder engagement – including service delivery meetings with internal stakeholders
• Owning risk management and the ISO continual improvement plan (CIP) for IT

QualificationsWho You Are:

• 2+ years experience development / administration of an ITSM tool
• ITIL4 Foundation qualification
• Technical experience of 2nd/3rd line support
• Experience of Scrum to be able to lead stand ups
• A strong leader with great communication skills and a can-do attitude
• You’re inspired to improve things and love technology and innovation
• Experience with administering IT applications and software including Okta, ServiceNow and GSuite
• Project management experience

Click here to see our !Additional InformationEqual OpportunitiesHere at Gousto, we are on a mission to become the UK’s most loved way to eat dinner!Whether it is creating diversity in our recipes or building new teams, we care about our people and the opportunities they have at Gousto.We are committed to equality of opportunity across our organisation. At all levels we promote equality, ensuring our people are consistently treated in a fair and equal manner.If you need reasonable adjustments at any point in the application or interview process, please let us know.In your application, please feel free to note which pronouns you use (for example – she/her/hers, he/him/his, they/them/theirs, etc)

Expected salary

Location

London

Job date

Sat, 25 May 2024 22:47:26 GMT

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