Service Centre Ops Analyst in Peterborough

IT Service Centre - Operations Analyst - Peterborough

Competitive Salary, Benefits & Holiday Discounts

Based in Peterborough 

Permanent Position

An exciting opportunity has arisen within the IT Service Centre Operations team as a Operations Analyst.  The job purpose is to support the performance of the IT Service Centre and the overall performance of the IT Service & Operations team by ensuring that the implemented IT Service Management tools and technologies are maintained, configured/developed for optimal usage.

The Department

The transformation of our business has seen us deliver a high-tech, high-touch experience for our customers. Now we’re embarking on the next stage of our digital transformation programme. This is where we extend that approach to the wider business. In IT, it’s all about investing in the technology that will power our growth and shape our success. It’s about using that technology to build deeper customer relationships and create more personalised experiences. It’s about constant innovation; being future proof.

Key accountabilities and decision ownership:

• Provide operational, configuration and development support for the IT Service Management  applications, which included BMC Remedy On Demand ITSM/CMDB, BMC Discovery (ADDM) and telephony solutions
• Undertake break / fix activity to resolve application issues for the IT Service Management applications
• Support, configuration and maintenance of system integrations including ticket brokering web services and Atrium Integrator CMDB integrations, normalisation/reconciliation rules to BMC Discovery (ADDM), SCCM, MobileIron, StableNet and Asset Stock Inventory
• Maintain Escalations, Notification Rules, Approval Rules and other workflow configurations
• Work with third parties, including vendor support teams, as necessary to resolve service incidents and service improvement issues
• Maintain all application data, e.g. Foundation Data, Product and Operational Category codes, etc. ensuring data is accurate
• Design and creation of business reports to track key KPIs
• Ensure that all on-premise solutions are patched, upgraded and maintained to the latest supported versions

Skills, know-how and experience:

Must have:

• Proven experience of BMC Remedy ITSM/Atrium CMDB (Incident, Change & Release, Problem, Asset and SLM), MyIT/SMART IT and Analytics (SAP Business Objects) both technical, as well as functional
• Excellent computer skills, including database administration/SQL scripting and UNIX/Redhat.
• Good understanding of ITIL, ITSM and BMC methodologies and best practices
• Good communication skills – written and spoken
• Flexible with the ability to work under pressure and to tight deadlines
• Excellent team player

Preferred:

• BMC Discovery (ADDM) experience
• BMC Remedy ITSM/CMDB integration experience
• Ability to speak multiple languages

Technical / professional qualifications:

• ITIL or ISO 20000 accreditation
• BMC Software Accreditations/Certifications

Key performance indicators:

• System availability and appropriate escalation
• Timely and accurate reporting
• Action IT Service Management roadmap activities

About Thomas Cook

Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company in the middle of an exciting transformation programme.  We believe in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package, ‘Mychoice’, which gives you a range of options such as buying and selling annual leave, a ‘bike to work’ scheme and  purchasing retail or childcare vouchers.  Other benefits include a contributory pension scheme.