IT Knowledge Expert (Knowledge and Tooling)
Hatfield, Hertfordshire, UK
5d ago

at Ocado Group Hatfield, Hertfordshire, UK

We are on a mission to transform the future of grocery retail through sustained technology innovation.

Ocado Technology is putting the world’s retailers online using the cloud, robotics, AI, and IoT. We develop the innovative software and hardware systems that power Ocado.

com, the world’s largest online-only grocery retailer as well as the global Ocado Smart Platform’. With everything from websites to fully autonomous warehouse that we design in-house, our employees need to be specialists in a wide range of technologies to help drive our business.

We architect and build groundbreaking, game-changing technology solutions. We don’t do off-the-shelf. We don’t do easy. We are writing, building and running all our own software systems, we’re constantly pushing the limits of what technology can do.

About this role

We are looking for Integration Specialists with extensive experience working with commercial ITSM and Operational support tooling.

This is a fantastic opportunity to work within an expanding international company that is at the cutting edge of technology.

The Ocado Smart Platform is our new modular and scalable solution for building our highly automated warehouses which we will use to put some of the largest bricks and mortar retailers around the world online using our disruptive business model.

What will I be doing?

Your primary role will be to take ownership of our existing operational tooling and ITSM installations and knowledge applications with a view to evolve and customise the environment by gathering stakeholder requirements and turning them into the best of breed solutions.

You will need to be flexible and work to support our ever-evolving tooling landscape whilst maturing our knowledge management offering.

  • Work with internal and external stakeholders to influence, shape and implement strategic direction for the Operational tooling in use.
  • Manage, recommend and deploy appropriate ITSM solutions using relevant products to meet stakeholder requirements.
  • Design and implement a process to ensure that an accurate and up-to-date knowledge base / Service Catalogue is readily available within existing tooling.
  • Designing and running an Administration function to manage changes to existing tooling.
  • Work with the Operations Centre teams to provide an onboarding service and framework.
  • Drive data design improvements to facilitate appropriate reporting to meet stakeholder requirements.
  • Design and implement tooling integrations.
  • Planning and effective delivery of project / continuous improvement initiatives.
  • Provide support and training to Client Services to support the roll-out of new ITSM, Knowledge Base and Tooling features and developments.
  • Assist with the creation and automation of run books and smoke tests.
  • What would we like you to have?

  • Expert level demonstrable knowledge in operational tooling and ITSM installations and knowledge applications
  • Jira Service Desk
  • Confluence
  • Demonstrable knowledge of application support at an Enterprise level
  • Knowledge of some of the following :
  • Pagerduty, Slack, New Relic, Grafana, Prometheus, Telephony Integration, CRM
  • Expertise in analyzing and troubleshooting large-scale distributed systems and the associated support tooling and dashboarding.
  • Strong verbal and written communication, robust interaction with stakeholders and other members of the team.
  • Ability to understand, explain and enhance internal tooling processes.
  • Accountability and ownership, prioritising own workload.
  • Work well with others and actively contribute toward team objectives.
  • Demonstrate a proactive approach and get things done.
  • Ability to apply learned skills, awareness beyond the immediate area / role.
  • Ability to work under pressure, flexible, positive and focused during times of change.
  • What we can offer you

  • Technically stretching work is a given. We want you to push technological boundaries and create solutions to problems people haven’t even thought about yet;
  • so we’ll give you the freedom and the tools and the playful, stimulating working environment you need to do what’s never been done before.

    While red tape’s conspicuous by its absence, rewards are plentiful : as well as a competitive salary, benefits include pension scheme, interest-free season ticket loan and, of course, a healthy 15% Ocado staff discount (and free delivery).

    Please note that due to the high volume of applications we will be in contact with shortlisted candidates only. If you have not heard from us within 4 weeks, please assume your application has been unsuccessful on this occasion.


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