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Support Analyst

Job Description

Job Description

Virgin Media O2 made a commitment to do things differently. To challenge the status quo and become a responsive, best-in-class, customer-centric organisation. Our Digital Evolution programme is a long-term strategy that will fundamentally change the way we do business with our Wholesale partners. It encompasses a roadmap of iterative changes to our digital tools and processes and it is incredibly exciting.

A key player in our digital transformation is our Platform Engineering team, and we would love for you to join us. As a team, we manage the full lifecycle of Business IT applications and platforms, from planning to operation.

  • we own the end to end lifecycle of platforms that support the Business and Wholesale division

  • we work closely with our delivery teams, providing technical expertise that supports business commercial momentum, integrating as one and enabling digital transformation

  • we deliver first class service excellence

    We are building out the team so have a number of opportunities, this one is for a Support Analyst.

The Job

This is a level 2 and 3 platform support role within a Salesforce platform, including Vlocity. You will add business value through probelm resolution and root cause analysis. Utilising your functional knowledge of the Salesforce platform, it is key that you take ownership of incidents, utilise you technical expertise to ensure customer satisfaction.

You will work closely with domain SME's to provide guidance and to craft continual service improvement plans, all the while ensuring compliance to processes and tooling.

Candidate Description

In order to be considered, you must have the following experience;

  • a Telco industry career in a similar role, providing 2nd / 3rd line support within the Salesforce platform, including Sales/ Service Cloud and vLocity (Salesforce Industries)

  • proficiency in ITSM processes with a strong focus on customer service excellence e.g. (ITIL)

  • analysing, assessing and resolving complex technology problems and issues

Employer Description

At Virgin Media O2 we're going All In, to remove bias and barriers for our people and our candidates. We're working hard to achieve bold ambitions, to help us better represent the diverse communities we serve across the UK. As an equal opportunities employer, we support and encourage you, to be your authentic self throughout your application journey.

What's in it for you?

We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.

All work and no play just isn't our style! We're already planning our future ways of working, for when life becomes a little more normal again. We're constantly evolving our approach to enable you to find a great work life balance.