IS Analyst — IT Service & Incident Support

Booker; Wellingborough; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Colleague discount 10%

Tesco discount cards

Tesco Mobile discounts

Health & wellbeing programs

Pension scheme

Share save scheme

RAC discount

Job summary

Booker is seeking a proactive IS Analyst - Support to help ensure stability, security, and performance across our digital platforms, including Booker.co.uk. You will work with Service Delivery Managers, Digital teams and external suppliers to deliver reliable, customer-focused tech services.

The role emphasizes incident resolution, continuous improvement and strong collaboration across Booker and Tesco Technology to enhance system health and user experience.

Qualifications

• Experience in IT, technology or a support-focused environment.
• Experience of service management, incident management and troubleshooting.
• Knowledge of change management processes and controls.
• Experience using incident or service management tools.
• Understanding of analytics, reporting and performance monitoring tools.
• Excellent communication skills with the ability to explain technical information to both technical and non-technical audiences.
• Strong stakeholder management and relationship-building abilities.
• Good documentation skills, including creating and reviewing technical documentation.
• A proactive approach to problem-solving and continuous improvement.
• Ability to manage multiple priorities in a collaborative environment.

Responsibilities

• Monitor and support the availability, security and performance of multiple systems and applications.
• Respond to, investigate and help resolve incidents, ensuring service disruptions are managed effectively.
• Act as an escalation point for technical issues, coordinating with internal teams and external suppliers to drive resolution.
• Support change management processes and ensure changes are implemented safely and effectively.
• Work with stakeholders to identify opportunities to improve system stability, efficiency and customer experience.
• Monitor service performance, system KPIs and reporting, ensuring agreed service standards are met.
• Assist in disaster recovery planning, testing and risk management activities.
• Support the delivery of website and digital systems roadmaps.
• Create and maintain clear technical documentation and operational procedures.
• Build strong working relationships with colleagues, customers, suppliers and business teams across Booker and Tesco Technology.
• Stay up to date with technology trends and best practices to help drive continuous improvement.

Skills

IT support experience

Service management

Incident management

Change management

Analytics & reporting

Communication skills

Stakeholder management

Documentation

Problem solving

Prioritization

Tools

Service management tools

Monitoring tools

Job description

Booker is seeking a proactive IS Analyst - Support to help ensure stability, security, and performance across our digital platforms, including Booker.co.uk. You will work with Service Delivery Managers, Digital teams and external suppliers to deliver reliable, customer-focused tech services.

The role emphasizes incident resolution, continuous improvement and strong collaboration across Booker and Tesco Technology to enhance system health and user experience.