Service Delivery Associate - Birmingham, United Kingdom - The Economist Group LTD
Description
Introduction:
Introduction
The Economist Technology team delivers the tech which brings The Economist to life for millions of avid readers, podcast listeners and content watchers.
You will join our team at a time when the demand for excellence in our digital customer experience is higher than ever before.
You will join a profitable, responsible business with a brand and culture that you can be proud of and with every opportunity to deliver success for the Group and yourself.
We are seeking a Service Delivery Associate.You will be dedicated to learning about technology management and will provide first class support for our growing service management capability.
If you are a collaborative team member with a practical, can-do attitude and would like to join our fantastic team, we would love to hear from you.
As part of this role you may expect to occasionally be available during non-standard working hours.Accountabilities:
Accountabilities
- **Strategic*
- Contribute to delivering our service management strategy
- Build strong relationships with engineers and business stakeholders
- **Operations & Support*
- Take ownership of ticket queues
- Track, report and manage SLAs for incident response and resolution
- Provide triage for new production incidents.
- Complete post incident reviews for high impact incidents
- Identify opportunities to improve support
- Collaborate with Customer Service and Engineering teams on tickets
- Document processes and knowledge base articles
- Support the transition of new services and features into BAU support
- **Continued Service Improvement*
- Be able to interpret data to identify opportunities for service improvement
- Contribute to reporting and the development of service dashboards
- Support the use of automation and AI to streamline processes
Experience, skills and professional attributes:
Relevant Skills and experience
General Experience & Interests
- Experience of working in a technology service desk environment
- Experience of working independently, and following instruction when needed
- Experience of using technology monitoring software and tools such as JIRA
- Experience of major incidents and problem management
- Be customer focussed
- Have an interest in digital media and publishing
- Be able to demonstrate good judgement and decision making
- Demonstrate attention to detail and accuracy
- Be well organised, but able to flex and change priorities when needed
- Great communication skills and the ability to build relationships across teams
- Ability to interpret technical information
- Qualifications_
- ITIL V4 Foundation certificate desirable
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