IS Analyst - 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

What's in it for you

At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:

• A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
• After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
• 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
• Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
• Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
• 50% off health checks at Tesco Pharmacy.
• Exclusive access to discounted RAC breakdown cover rates
• An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
• After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
• Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
• Life Assurance - You are covered for death in service life cover of up to three times annual pay
• Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme and Virtual GP for you and your family.
• A great holiday package

About the role

At Booker, we're committed to making a positive difference for our customers, colleagues and communities. As an IS Analyst - Support, you'll play a key role in ensuring the stability, availability, security and performance of our business-critical digital systems.

Working within the Booker IS team, you'll help support the technology behind Booker.co.uk, the UK's fastest-growing B2B wholesale website, alongside a range of digital platforms and applications used across the Booker Group. You'll work closely with Service Delivery Managers, Digital teams, business stakeholders and technology partners to deliver a seamless experience for our customers.

This is an exciting opportunity for someone with a passion for service management, incident resolution and continuous improvement, who enjoys building strong relationships and delivering excellent support in a fast-paced environment.

You will be responsible for

• 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.

You will need

We're looking for someone who can combine technical knowledge with a customer-focused mindset. You will ideally have:

• Experience working in an IT, technology or 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 skills and the ability to build positive working relationships.
• Good documentation skills, including creating and reviewing technical documentation.
• A proactive approach to problem-solving and continuous improvement.
• The ability to manage multiple priorities and work effectively in a collaborative environment.