Digital Support Analyst

Stagecoach Group Limited; Stockport; On-site; GBP 28,000 - 36,000; Full time

Job summary

Stagecoach Group Limited in Manchester city centre is seeking a bright Digital Support Analyst to join Stagecoach Technology. The role provides technical and functional support for digital systems with minimal supervision.

You will own incidents, coordinate with analysts and developers, and document processes to ensure timely resolutions and reliable service delivery. Ideal candidates will have strong customer focus, clear communication, and ITIL knowledge, with SQL and change/release experience

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer focus

Communication skills

Written and verbal communication

Analytical thinking

Problem solving

Time management

Incident management

Education

ITIL Foundation

Tools

SQL

Change management

Release management

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