Platforms Support Analyst - Apprentice

Job Locations United Kingdom-London


The Economist Group logo

The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.


The appointee will join the team as a new business and growth strategy unfolds and the need for digital customer experience and technology excellence becomes paramount in our ability to deliver this. We have recently launched our new future customer experience (FCX) platform to our B2C Economist customers and underlying business units as part of a multi-year and multi-million pound business transformation. This exciting, state of the art digital platform supports all aspects of acquisition, onboarding, in-life service, renewal/cancellation and winback customer lifecycle phases which we have designed and built to deliver amazing, end-to-end customer experiences. 


We are offering an Apprenticeship as a Platforms Operations Analyst, with key areas of responsibility supporting the Platform Team to administer their Service Desk queues alleviating issues for our Customers and internal users.  This will be a key role to bridge the gap between our Service Management team and the Platform Team for delivery, supporting with triaging and supporting the administration of Service Desk where tickets are raised by business areas such as Customer Services, Customer Operations, Product Engineering, Data & Insight, Sales & Marketing and Finance.  


The ideal candidate will be someone with excellent administration and communication skills who will work directly with our internal stakeholders to understand their needs and requirements. This is an exciting role which will allow the successful candidate to gain exposure to multiple Salesforce Clouds and integrated solutions, be part of an on-going digital transformation programme, be a part of a dynamic team and interact with stakeholders across different departments and levels.


How will you contribute:

  • Take on the role of triaging the Platforms Team FCX Jira Service Desk, trying to replicate issues, and working with Technical Leads on expected outcomes and necessary development.
  • Administration of the Jira Service desk, keeping tickets updated and supporting the Platform team to meet SLA’s, as well as ensuring Requestors are updated on statuses and progress.
  • Raising tickets with Third Party Vendors, such as Limio or Zuora, ensuring our internal tickets are updated with progress from Vendors.
  • Creating linked Jira User Stories, where appropriate, on enhancement or hot fix tickets to ensure tickets are prioritised and resolved in a timely manner.
  • You will work closely with the Business Analyst to create new requirements for  the Customer and User Journey, as a result of identifying common themes or trends in the Service Desk.
  • Attending Service Management Tech Reviewing meetings and Platform Team stand-ups to discuss high priority issues.
  • Take ownership of Jira reporting for the Platform team, to monitor trends and performance.

Experience, skills and professional attributes

The ideal skills for this role are:

  • Hands on knowledge of Jira Service desk and Jira Projects or similar Service Deck and Work management tools.
  • Attention to detail focussed.
  • Reporting & Data reconciliation skills
  • Experience performing bulk data uploads and reconciliation.
  • Ecommerce / B2C online journey exposure, possibly with Subscription management exposure, would be beneficial.
  • Experience using Zuora and Salesforce is desired but not a prerequisite.
  • Proven ability leveraging analytical and problem-solving skills in a fast-paced environment.
  • Excellent communication skills, with the ability to communicate effectively with managers, business stakeholders, and third parties.
  • Hand ons experience using Confluence, or similar repositories.
  • Highly organized with a personal method to manage multiple competing priorities without falling behind.


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