Senior Service Systems Analyst

What’s in it for you

We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Here to find out more!

• Annual bonus scheme of up to 10% of base salary
• Holiday starting at 25 days plus a personal day (plus Bank holidays)
• 26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

About the role

At Tesco, we believe in the power of spending more time together, face to face, than apart. So, during your working week, you can expect to spend 60% of your time in one of our office locations or local sites and the rest remotely. We also recognise that life looks a little different for each of us. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. That’s why at Tesco, we always welcome a conversation about flexible working. So, talk to us throughout your application about how we can support.

Job Summary:

Join our IT team in London, UK as a Senior Service Systems Analyst at Tesco Food Sourcing Ltd. Your role is critical in the detailed operation of our systems, supporting application systems and infrastructure in a specific domain!

You will be responsible for

In this role, you will be responsible for:

• Specialising in systems monitoring and support as a key member of our technical team.
• Keeping your technical skills exceptionally up-to-date and tracking new technologies.
• Applying basic scripting skills and engaging in technical discussions with Systems Engineers.
• Participating in root cause analysis of major and significant incidents to determine solutions.
• Understanding and applying detailed knowledge of relevant SLAs and their implications for support.
• Maintaining a detailed working knowledge of local processes and technology-wide processes.
• Identifying, recommending, and successfully implementing process improvements across multiple areas.
• Quickly diagnosing the underlying causes of incidents and identifying their impact.
• Delivering consistently high-quality resolutions and communicating effectively with collaborators.
• Spotting patterns and trends in incidents to improve proactive support measures.
• Actively keeping customers informed of progress and advancing issues when necessary.
• Operating existing areas and resolving issues using established procedures, knowledge, and available resources.
• Identifying training needs and mentoring peers and team members on the latest application changes.
• Publishing knowledge base articles for any new issues identified to improve team knowledge.

Partnering closing with teams in and outside of Tesco:

• Collaborate with Services and Operations teams to ensure seamless service delivery.
• Work closely with SHD Infrastructure teams to maintain and improve infrastructure performance.
• Partner with Product teams and Engineering teams to integrate new technologies and solutions.
• Engage with suppliers and 3rd parties to ensure efficient support and service levels.

You will need

Operational Skills relevant for this job:

• Service management expertise to maintain outstanding service levels.
• Proficiency in monitoring and operations to ensure system reliability.
• Ability to implement process automation for improved efficiency.
• Strong data analytics and reporting skills to drive informed decision-making.
• Focus on operational efficiency to optimise performance and resource utilisation.
• Comprehensive market knowledge in Service & Operations to stay competitive.
• Effective supplier performance management to ensure world-class service delivery.
• Experience in Tableau or Alteryx
• Core technology skills to support infrastructure and application systems.
• Awareness of retail technology trends to improve our technological capabilities.
• Good communication and influencing skills to drive teamwork.
• Critical thinking and problem-solving abilities to address complex challenges.
• Curiosity and a dedication to continuous learning to stay ahead of industry trends.
• Embracing and enabling change to foster innovation and improvement.

About us

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is ‘Serving our customers, communities and planet a little better every day’. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

Diversity, equity and inclusion (DE&I) at Tesco means that whoever you are and whatever your background, we always want you to feel represented and that you can be yourself at work. In short, we’re a place where Everyone’s Welcome. We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.

We’re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you.  We work in a more blended pattern -combining office and remote working.  Our offices will continue to be where we connect, collaborate and innovate.