Digital Support Analyst

100 Stagecoach Services Limited; Stockport; On-site; GBP 32,000 - 42,000; Full time

Job summary

Stagecoach Technology is seeking a bright and enthusiastic Digital Support Analyst to join our Manchester city centre team. You will provide technical and functional support for the digital systems with minimal supervision, and contribute to continual service improvement.

In this role you will manage incidents and requests end-to-end, work with analysts and developers to resolve defects, and ensure SLAs are met.

Qualifications

• Customer-focused and service-oriented approach.
• Excellent written and verbal communication.
• Ability to explain technical concepts to non-technical stakeholders.
• Keen to learn and expand technical knowledge.
• Good time management and delivery focus.
• Experience logging calls and resolving issues.
• Understanding of operating and delivering under SLAs.
• Strong analytical and problem-solving skills.

Responsibilities

• With minimal supervision, perform support activities in line with SLAs and best practices for Incident and Problem management.
• Own and manage incidents and service requests to resolution, including analysis and fault diagnosis.
• Coordinate with Business Analysts, QAs and Development to progress defects promptly.
• Liaise with internal and external stakeholders to capture and prioritise issues and enhancements.
• Support the service transition of releases into Business As Usual.
• Create and maintain operational and user documentation and training materials.

Skills

Customer focus

Clear communication

Explain technical concepts

Willingness to learn

Time management

Incident management experience

SLA knowledge

Analytical thinking

Education

ITIL Foundation

Tools

SQL

Change & Release processes

Application testing

Job description

Salary Leaver replacement Stagecoach 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 3SW

Welcome to Stagecoach, the UK’s #1 bus company.

Every day we help millions of passengers get to the people and places that matter to them, connecting the communities we are proud to serve.

Founded in 1980, Stagecoach has established itself as the UK’s largest transport operator, with services connecting more than 100 major towns and cities in England, Scotland, and Wales. We work with our partners to deliver a greener, smarter, safer, healthier, and fairer country.

Providing extensive expertise in commercial and contracted markets, we assist national and regional government to deliver on ambitious plans for their citizens, communities, and local economy.

Our team of 26,000 employees are proud to serve our customers and be an integral part of their local communities.