IS Analyst - Support

Tesco; Wellingborough; On-site; GBP 35,000 - 48,000; Full time

Job summary

Booker is seeking an IS Analyst - Support to help maintain the stability, availability and performance of our digital systems across Booker.co.uk and related platforms. You will work with Service Delivery Managers, Digital teams and external partners to deliver a seamless service experience for customers while incident resolution and continuous improvement remain at the core of the role.

The role combines technical monitoring with a customer‑focused mindset, offering opportunities to influence

Qualifications

• Experience in IT, technology or support-focused environment.
• Experience in 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 to convey technical information to technical and non-technical audiences.
• Strong stakeholder management and ability to build positive relationships.
• Good documentation skills including creating and reviewing technical docs.
• Proactive problem-solving and continuous improvement mindset.
• 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

Service management

Change management

Incident management tools

Analytics & reporting

Communication

Stakeholder management

Documentation

Problem-solving

Prioritization & collaboration

Job description

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.

• 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.

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.

Booker is the UK's leading food & drink wholesaler. We are privileged to serve independent retailers, caterers and small businesses, from locations across the country. We operate over 190 cash and carry branches, 8 distribution centres, 5 Best Food Logistics sites, as well as 6 support centre locations across the UK.

Diversity, Equity and Inclusion (DE&I) at Booker means that whoever you are and whatever your background, we always want you to feel represented and that you can be yourself at work. In short, we’re a place where Everyone’s Welcome.

We know life looks a little different for each of us. That’s why at Booker and Best, we always welcome conversations about flexible working. Some people are at the start of their careers; some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. So, talk to us throughout your application about how we may be able to support you.

We’re proud that Booker is a Disability Confident Committed Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support you can expect, please contact [e-mail]

Please note

We can only accept candidates over the age of 18 if the role requires working before 6:15 am or after 9:45 pm or involves working in areas such as the warehouse, beers, wines & spirits, and driving roles.

On the occasions where we have high volumes of applicants, some roles may close earlier than the advertised end date in order for us to manage all of the applicants appropriately. We will only be able to offer individual feedback to those candidates who attend an interview.

*Booker Group is part of Tesco plc, however, is operated separately from the core Tesco business and as such the benefits offered will be different from those offered at Tesco*

For more information about us please visit www.bookergroupjobs.co.uk