IS Analyst - Support - Booker Group

IS Analyst - Support - Booker Group

Location: , , 0Shift Hours: 38 hrs per week (Hybrid)Salary: Competitive

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.