Service Analyst - Customer Technology
£32,500 - £37,500 plus benefits (Work Level 6A)
Manchester city centre
We’re now working in a hybrid way, with colleagues dividing their time between home/remote working and the office. You can find out more about our hybrid working policy at colleagues.coop.co.uk/hybrid-working-policy

We’re looking for a service analyst to join the customer technology team at Co-op. Our colleagues, across both technology and our digital teams, are helping Co-op to embrace the culture, practices, and technologies of the internet age. This kind of digital transformation isn’t easy. Supporting colleagues to adopt agile, user-centred ways of working takes time. But when we get it right, the benefits for members, customers and communities are huge, and you’ll play a part in this. 

In this role you’ll work with the digital service customer technology team and colleagues from across Co-op to provide service management and adapt existing ITIL processes to meet the needs of our business-critical digital products and services. You’ll support incident, change and problem management and escalate issues with the relevant product teams. And you’ll help to establish a DevOps culture, supporting the continuous improvement of our processes and the way we deliver service to the business. 

What you’ll do

•    attend product stand-ups to make sure incidents and problems are being progressed
•    take accountability for an issue that has been found until it has been mitigated or resolved
•    contribute to continuous service improvement activities 
•    contribute towards a collaborative team environment that fosters creativity, innovation, and high performance
•    keep up-to-date with industry developments, consumer experience research and new technologies
•    provide 24/7 on call technical support (as part of a sensible rota)

This role would suit people who have

•    some experience in an IT, technology, or digital team before
•    strong customer focus and communication skills, with a background in customer service 
•    good service management knowledge with the desire to create or amend existing service processes, suggest tool changes, and improve our ways of working from abstract thoughts and ideas
•    excellent problem solving and analytical abilities
•    a positive attitude with desire to succeed and work in a fast-paced environment
•    the ability to work independently and as part of a team to manage multiple tasks and competing priorities, ideally having worked in an agile environment 
•    an interest in digital/ cloud technology and changes in service management in cloud technologies, would be ideal
•    ITIL or VeriSM certifications would be ideal, however these aren’t essential 

Why Co-op?

Here you’ll do work that matters. We’re a commercial organisation with a purpose beyond profit, you’ll have an opportunity to help us build a stronger Co-op and stronger communities. 

You’ll also get a package that includes:

• competitive salary
• coaching, training and support to help you develop
• pension with up to 10% employer contributions
• annual incentive scheme
• 28 days holiday (rising to 32 in line with service)
• discounts on Co-op products and services

Building an inclusive work environment

We’re actively building diverse teams and welcome applications from everyone. But simply having a diverse workforce is not enough. We aim to build an inclusive environment, where everyone can contribute their best work and develop to their full potential. We celebrate our differences, and recognise the importance of teams reflecting the communities they serve.

We can make adjustments to our interview process according to your needs. And we offer a flexible working environment so you can adjust your hours to suit your personal circumstances. You can find out more about Co-op people policies at coop.co.uk/peoplepolicies.

As part of your application you’ll need to complete an online assessment. It will take you around 12 minutes to complete this test.