Salary
Leaver replacementStagecoach Technology are seeking a bright and enthusiastic Digital Support Analyst to join our team based in Manchester city centre.
A fully proficient and experienced member of the Technology team. The purpose of this role is to provide technical and functional support of the Digital systems and services with minimal supervision.
From time to time you may be required to undertake assignments not directly covered by this role profile as the needs of the business demand, as part of your personal development plan or to enhance the departmental capability.
About the job:
- With minimal supervision, undertake support activities efficiently, in line with
- agreed SLAs and according to industry best practice on Incident and Problem
- management
- Take ownership of and manage incident and service requests through to
- resolution, including analysis and fault diagnosis
- Work in coordination with Business Analysts, QAs and Development to ensure
- the progression of defects in a timely manner
- Liaise with internal and external stakeholders to ensure issues and potential
- enhancements are captured and prioritised
- Support the service transition of releases into Business As Usual
- Create and maintain systems documentation e.g. operational documentation,
- user guides and training documentation
About you:
- Customer and business focused
- Ability to communicate clearly and precisely both in writing and verbally
- Able to explain technical concepts at an appropriate level, both verbally and in
- writing
- Keen to learn new technical concepts
- Plan own time efficiently with a focus on delivery of tasks
- Experience in call logging and issue resolution procedures
- Understanding of operating and delivering in accordance with SLAs
- Excellent analytical and problem solving skills.
Ideally with:
- Previous experience of supporting a retail digital environment, in particular managing incidents and problems through to resolution or escalation
- Experience of SQL
- Experience of Change and Release processes
- Experience of application testing
- ITIL Foundation
Stagecoach is proudly an inclusive employer, striving for a culture where everyone can be themselves and where all the differences people bring are truly appreciated. We welcome applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation, or age.
Location:
Stagecoach Shared Service Centre One Exchange, 20 Railway Road Stockport SK1 3SWSkills Required
- Experience with call logging and issue resolution procedures
- Understanding of operating and delivering services in accordance with SLAs
- Excellent analytical and problem-solving skills
- Clear written and verbal communication skills
- Ability to explain technical concepts appropriately
- Ability to plan time efficiently and deliver tasks
- Experience supporting a retail digital environment
- Experience managing incidents and problems through resolution or escalation
- Experience with SQL
- Experience with change and release processes
- Experience with application testing
- ITIL Foundation certification
What We Do
Stagecoach Group is the UK's largest bus and coach operator, proudly connecting over 100 towns and cities across England, Scotland and Wales. Since 1980, the company has helped millions of people reach their destinations. They are committed to delivering reliable, sustainable travel that is accessible and fair for everyone, while working with governments to support greener, smarter, and more inclusive transport to reduce emissions and congestion.
