Digital Support Analyst

Stagecoach; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

Stagecoach is seeking a Digital Support Analyst to join the Manchester team. You will provide technical and functional support for digital systems, handling incidents and service requests with SLA-driven discipline, and work with analysts, QA and development to push defects forward.

You will liaise with stakeholders, assist in service transitions, and create operational and user training documentation to enhance departmental capability.

Qualifications

• Customer-focused with clear communication and delivery mindset.
• Able to explain technical concepts to non-technical users.
• Experience in call logging and incident handling is a plus.
• Familiarity with SQL and change management processes is beneficial.

Responsibilities

• Take ownership of incidents and service requests through to resolution.
• Coordinate with analysts, QA and development to progress defects.
• Liaise with stakeholders to capture enhancements and prioritise work.
• Support release transitions into Business As Usual and maintain docs.

Skills

Customer focus

Clear communication

Analytical thinking

Problem solving

Time management

Education

ITIL Foundation

Tools

SQL

Job description

SalaryLeaver 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 withagreed SLAs and according to industry best practice on Incident and ProblemmanagementTake ownership of and manage incident and service requests through toresolution, including analysis and fault diagnosisWork in coordination with Business Analysts, QAs and Development to ensurethe progression of defects in a timely mannerLiaise with internal and external stakeholders to ensure issues and potentialenhancements are captured and prioritisedSupport the service transition of releases into Business As UsualCreate and maintain systems documentation e.g. operational documentation,user guides and training documentationAbout you:Customer and business focusedAbility to communicate clearly and precisely both in writing and verballyAble to explain technical concepts at an appropriate level, both verbally and inwritingKeen to learn new technical conceptsPlan own time efficiently with a focus on delivery of tasksExperience in call logging and issue resolution proceduresUnderstanding of operating and delivering in accordance with SLAsExcellent 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 escalationExperience of SQLExperience of Change and Release processesExperience of application testingITIL FoundationStagecoach 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 3SW