IT System Support

IT System Support (6-month fixed term contract)

Location: Fully remote + Occasional Travel

Salary: Up to £25,000

Your new role

As part of our Retail and Digital Team, you will play a key role in delivering an exceptional experience for our customers using our leading app. You will also provide critical insights to enhance operational processes and report on Retail Operations activities.

Responsibilities

  1. Oversee the M-Ticketing SharePoint site, ensuring documentation and reports are organized and accessible.
  2. Manage user access as approved by business leads, performing monthly access reviews.
  3. Train internal agents and teams to navigate their local catalogues and generate reports within the mobile ticketing system.
  4. Conduct daily health checks of the mobile ticketing system.
  5. Monitor and report faults in the mobile ticketing system.
  6. Attend meetings with external suppliers for system support.
  7. Verify requested changes and ensure compliance with Retail Change Processes.
  8. Attend Retail Change Board meetings, reviewing and approving mobile ticketing changes.
  9. Implement approved changes within set timelines and support promotional campaigns, including creating promo codes and validating discounts.
  10. Serve as an M-Ticketing expert, providing technical support for queries and complaints.
  11. Assist in managing ticketing assets across the UK fleet and support reporting on retail operational assets.
  12. Manage user access for other ticketing systems, conducting routine audits as needed.
  13. Support the Retail Change Advisory Board process, ensuring all system changes are tracked and completed.
  14. Monitor hardware and software faults, ensuring POs are raised for chargeable faults monthly.
  15. Collaborate with local operating companies to enhance current performance and address ad-hoc requests.

Experience needed

  • Strong attention to detail and the ability to work with all levels of the organization.
  • Excellent communication and written skills.
  • Strong analytical skills and commercial awareness.
  • Understanding of ICT systems; experience with ITSO is an advantage.
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