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Service Lifecycle Analyst - Pokerstars

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Job Purpose

We are looking for a Service Lifecycle Analyst to join our ITSM team working with teams across many countries. You will be joining a team dedicated to implementing a Service Strategy across the entire Technology function of Flutter International who serve multiple brands and millions of customers around the globe.

As Service Lifecycle Analyst you will be responsible for supporting the Service Management team with key areas of Incident, Problem and Service Reporting and a key stakeholder in the Change Management process. Working in partnership with Service Lifecycle Managers (SLM) across International, you will ensure Service KPI’s are managed and reported to Stakeholders.

You’ll have experience working within a high performing service culture, with a good understanding of the supporting service management processes.

Key Responsibilities

  • Responsible for the ownership, ongoing improvements and execution of our problem management processes, delivering value across the lifecycle of IT services, from creation to management and upkeep

  • As part of the overall ITSM team, you will work together as a group to apply problem analysis techniques to enable trending and analysis of incidents for both pro-active and re-active problem management and to ensure that IT services availability and quality are increased

  • Provide guidance and any training required to all support teams to ensure problems are managed in accordance with the problem management process.

  • Compile Post Incident Reports, manage communications coordinating updates and ensuring accurate auditability of all actions, effectively managing stakeholders’ expectations

  • Produce reports as required to track service performance and availability including weekly and monthly reports

  • Lead and document output and actions from Service Review meetings with stakeholders

  • Work with the SLMs to ensure all Business to Technical service mapping is correct within the Configuration Management DataBase (CMDB)

  • Facilitate the delivery of Service Improvement Plans (SIPs), ensuring the timely delivery of agreed actions and service enhancements across the platform

  • Work closely with Portfolio teams to ensure smooth service transition for the introduction of new products and services

  • Work as a key stakeholder in the change management process; liaising with stakeholders to agree service-impacting changes, supporting release activity and contributing to the change management process improvements being driven across Flutter International

Skills and Qualifications

  • Previous experience in a Service Management supporting role

  • Knowledge of Service Management tools (JIRA / Confluence)

  • Experience of ITIL Service Management applied in an Agile model including but not limited to:

    • (Major) Incident Management

    • Problem Management

    • Change & Release Management

    • Config Management

    • Supplier/Vendor Management

  • Good verbal and written communications skills at all organizational levels

  • Good relationship building skills with stakeholders across the business and external suppliers

  • Eagerness to work in a team and as a team to solve problems but without requiring micromanagement

  • Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude

  • Demonstrable reporting, analytical and problem-solving skills

What you can expect:

• 25 days of annual leave

• Sharesave scheme

• „Flexible Benefits” of your choice

• Private health insurance (includes dental insurance and health assessments)

• Free parking

• Thousands of courses online through ‘Udemy'

Ways of working:

Flexible working is our way of working! We're a diverse workforce and therefore a 'one size fits all' approach isn't necessarily best. Whatever your personal needs may be, let's have a chat and see how we can accommodate them;

We thank all applicants for their interest, however only the suitable candidates will be contacted for an interview.

By submitting your application online, you agree that: your details will be used to progress your application for employment. If your application is successful, your details will be used to administer your personnel record.If your application is unsuccessful, we will retain your details for a period no longer than two years, in order to consider you for prospective role within the company.

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