<h2>About the role</h2><p>At Booker, we're committed to making a positive difference for our customers, colleagues and communities. As an <strong>IS Analyst - Support</strong>, you'll play a key role in ensuring the stability, availability, security and performance of our business-critical digital systems.</p><p>Working within the Booker IS team, you'll help support the technology behind <strong>Booker.co.uk</strong>, 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.</p><p>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.</p><h2>Main Responsibilities</h2><ul><li>Monitor and support the availability, security and performance of multiple systems and applications.</li><li>Respond to, investigate and help resolve incidents, ensuring service disruptions are managed effectively.</li><li>Act as an escalation point for technical issues, coordinating with internal teams and external suppliers to drive resolution.</li><li>Support change management processes and ensure changes are implemented safely and effectively.</li><li>Work with stakeholders to identify opportunities to improve system stability, efficiency and customer experience.</li><li>Monitor service performance, system KPIs and reporting, ensuring agreed service standards are met.</li><li>Assist in disaster recovery planning, testing and risk management activities.</li><li>Support the delivery of website and digital systems roadmaps.</li><li>Create and maintain clear technical documentation and operational procedures.</li><li>Build strong working relationships with colleagues, customers, suppliers and business teams across Booker and Tesco Technology.</li><li>Stay up to date with technology trends and best practices to help drive continuous improvement.</li></ul><h2>You will need</h2><p>We're looking for someone who can combine technical knowledge with a customer-focused mindset. You will ideally have:</p><ul><li>Experience working in an IT, technology or support-focused environment.</li><li>Experience of service management, incident management and troubleshooting.</li><li>Knowledge of change management processes and controls.</li><li>Experience using incident or service management tools.</li><li>Understanding of analytics, reporting and performance monitoring tools.</li><li>Excellent communication skills with the ability to explain technical information to both technical and non-technical audiences.</li><li>Strong stakeholder management skills and the ability to build positive working relationships.</li><li>Good documentation skills, including creating and reviewing technical documentation.</li><li>A proactive approach to problem-solving and continuous improvement.</li><li>The ability to manage multiple priorities and work effectively in a collaborative environment.</li></ul><h2>What's in it for you</h2><p>At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:</p><ul><li>A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.</li><li>After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&amp;F purchases.</li><li>10% off pay monthly &amp; SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.</li><li>Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.</li><li>Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.</li><li>50% off health checks at Tesco Pharmacy.</li><li>Exclusive access to discounted RAC breakdown cover rates</li><li>An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.</li><li>After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.</li><li>Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.</li><li>Life Assurance - You are covered for death in service life cover of up to three times annual pay</li><li>Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme and Virtual GP for you and your family.</li><li>A great holiday package</li></ul><p class="flex justify-end my-8"><a class="btn flex items-center bg-orange w-full md:w-1/2 md:p-5 text-left text-xl" href="https://applybookercareers.com/members/?j=31865" target="_blank">Apply now <span class="text-4xl font-light grow text-right">&gt;</span></a></p>