ROC UK Operations Analyst - Thorpe Park

Merlin Entertainments; Chertsey; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Join Merlin Entertainments as a ROC UK Operations Analyst at Thorpe Park. This entry-level role focuses on service delivery, operational excellence, and project support within a dynamic IT environment. The position offers a fun, engaging workplace with numerous benefits, including a Merlin Magic Pass for free access to all attractions worldwide.

Benefits

Pension

Life Assurance

Discretionary company bonus

28/33 days’ holiday including bank holidays

Merlin Magic Pass

Enjoy the Ride pass

25% discount in retail shops and restaurants

40% discount on LEGO

Qualifications

• Minimum 2+ years of experience in IT support or similar role.
• Strong understanding of IT systems including EUC, POS, and network infrastructure.
• Experience in troubleshooting technical issues in a timely manner.

Responsibilities

• Resolve incidents and service requests within SLA.
• Provide high-quality support to internal teams.
• Assist in delivering local IT projects in line with business goals.

Skills

IT support

Service Management

Troubleshooting

Technical Documentation

Education

ITIL Foundation certification

Tools

ServiceNow

Job description

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A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

Due to continuing growth and development of Merlin’s attractions and brands on a global scale, we are looking for a ROC Operations Analyst to join our Digital and Data department on a permanent basis. The role will be based at our Thorpe Park office, with a hybrid element for those looking for more flexibility.

Key Accountabilities

Service Delivery & Support

• Resolve incidents and service requests within SLA.
• Escalate complex issues promptly to relevant teams.
• Proactively monitor systems to prevent disruptions.
• Accurately document all technical activities.
  
  

Operational Excellence

• Liaise with the Global Service Desk for seamless support.
• Ensure daily operations comply with Merlin Tech policies.
• Track and report KPIs to drive improvements.
  
  

Stakeholder Engagement

• Provide high-quality support to internal teams.
• Communicate incident/request status clearly and promptly.
  
  

Project Support

• Assist in delivering local IT projects in line with business goals.
• Support testing and deployment of systems and updates.
  
  

Continuous Improvement

• Recommend service improvements and problem-solving initiatives.
• Engage in ongoing training to enhance technical skills.
  
  

Qualifications & Experience

• Minimum 2+ years of experience in IT support or a similar role
• Strong understanding of IT systems, including EUC (End User Computing), POS (Point of Sale), and network infrastructure
• Familiarity with IT service management platforms, such as ServiceNow.
• ITIL Foundation certification or equivalent experience preferred
• Experience in troubleshooting and resolving technical issues in a timely manner
• Strong knowledge of IT systems and tools to resolve a wide range of technical issues
  
  

Benefits

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here). Benefits include Pension, Life Assurance, discretionary company bonus, 28/33 days’ holiday including bank holidays, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, an Enjoy the Ride pass which entitles you and 5 loved ones unlimited entry into your regional attractions, 25% discount in our retail shops and restaurants and 40% discount on LEGO, plus lots more!.

Pay Range

Competitive

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Entertainment Providers

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