Application Support Analyst

“We are on a mission to transform the future of grocery retail through sustained technology innovation.” Ocado Technology is putting the world’s retailers online using the cloud, robotics, AI, and IoT. We develop the innovative software and hardware systems that power Ocado.com, the world’s largest online-only grocery retailer as well as the global ‘Ocado Smart Platform’. With everything from websites to fully autonomous warehouse that we design in-house, our employees need to be specialists in a wide range of technologies to help drive our business. We champion a value-led culture to get our teams working at their very best and to help create a collaborative working environment that our people love. Core values of Trust, Autonomy, Craftsmanship, Collaboration and Learn Fast help drive our innovative culture . But don’t just take our word for it, have a look at what our people are saying about us on Glassdoor. What would I be doing? Your primary role will be to take ownership of our existing operational tooling and ITSM installations and knowledge applications with a view to evolve and customise the environment by gathering stakeholder requirements and turning them into the best of breed solutions. You will need to be flexible and work to support our ever-evolving tooling landscape whilst maturing our knowledge management offering. Work with internal and external stakeholders to influence, shape and implement strategic direction for the Operational tooling in use. Manage, recommend and deploy appropriate ITSM solutions using relevant products to meet stakeholder requirements. Manage, recommend and deploy appropriate knowledge management solutions using relevant products to meet stakeholder requirements. Design and implement a process to ensure that an accurate and up-to-date knowledge base is readily available within existing tooling. Design and implement a process to ensure that an accurate and up-to-date Service Catalogue is readily available within existing tooling. Designing and running an Administration function to manage changes to existing tooling. Work with the Operations Centre teams to provide an onboarding service and framework. Drive data design improvements to facilitate appropriate reporting to meet stakeholder requirements. Design and implement tooling integrations. Provide ongoing support for all ITSM, knowledge base, tooling and integration solutions. Planning and effective delivery of project/continuous improvement initiatives. Provide support and training to Client Services to support the roll out of new ITSM, Knowledge Base and Tooling features and developments. Assist with the creation and automation of run books and smoke tests. Maintaining knowledge of industry best practice. Resolve any technical issues experienced within the ITSM, knowledge base and tooling suites. You may be asked to perform tasks as required by management deemed as a reasonable request. This job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. The responsibilities, tasks and duties of the job holder might differ from those outlined in the job description and other duties, as assigned, might form part of the job. What we are looking for Expert level demonstrable knowledge in operational tooling and ITSM installations and knowledge applications Jira Service Desk Confluence Demonstrable knowledge of application support at an Enterprise level Knowledge of some of the following: Pagerduty, Slack, New Relic, Grafana, Prometheus, NGCC Expertise in analyzing and troubleshooting large-scale distributed systems and the associated support tooling and dashboarding. Strong verbal and written communication, robust interaction with stakeholders and other members of the team. Ability to understand, explain and enhance internal tooling processes. Accountability and ownership, prioritising own workload. Work well with others and actively contribute toward team objectives. Demonstrate a proactive approach and get things done. Ability to apply learned skills, awareness beyond the immediate area/role. Ability to work under pressure, flexible, positive and focused during times of change. Soft Skills Ability to adapt and change and learn new tools and skills. Self-motivated, able to deliver under deadlines and multi-task under pressure Driven to provide exceptional customer service. Self-starter with a passion for personal development and continuous improvement Team oriented Excellent verbal and written communications skills What we offer you Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. Within our flexible environment we can offer technically stretching work, a competitive salary and share schemes. Benefits include pension scheme, train season ticket loan (interest-free), free shuttle bus from Hatfield train station and of course, healthy Ocado retail staff discounts. We also have regular divisional socials, sports clubs not to mention the Ocado Technology Academy for a packed schedule of courses, conferences and events such as discussion sessions, conference briefs and external guest speakers. If you think you have what it takes to make a difference, please submit your application below. Due to the energising nature of Ocado's business, vacancy close dates, when stated, are indicative and may be subject to change so please apply as soon as possible to avoid disappointment. Please note: If you have applied and been rejected for this role in the last 6 months, or applied and been rejected for a role with a similar skill set, we will not re-evaluate you for this position. After 6 months, we will treat your application as a new one. Be bold, be unique, be brilliant, be you. We are looking for individuality and we value diversity above gender, sexual orientation, race, nationality, ethnicity, religion, age, disability or union participation. We are an equal opportunities employer and we are committed to treating all applicants and employees fairly and equally. This job was originally posted as www.cwjobs.co.uk/job/89850009