Coupa IT Analyst

OVERVIEW OF THE ROLE

Over the next few years Flutter is undertaking a Procurement Transformation Programme and one of the transformation??s key pillars is to transform our procurement technology. We are beginning this journey by implementing Coupa to become our new Source-to-Contract solution to enable our procurement transformation.

As part of the implementation team, the IT Analyst(s) will play a key role in the preparation and execution of functional and E2E testing of the solution in advance of platform launch (globally and/or to individual regions)

The IT Analyst role sits within the Enterprise Technology team. In this role you will be working closely with technology teams to ensure that we are resolving Coupa incidents efficiently and chasing the right team to maintain stability to our services. You will ensure that all flutter group services are monitored and managed 24/7. The role will manage Coupa incidents in real time ensuring that any impact to our customers will be minimal and managed professionally and within agreed SLA??s.

The deployment of Coupa will entail numerous phases over a number of years. This role should aim to be persistent in the pursuit of service excellence. You will set the tone and ask the right questions of internal and external suppliers and customers. You will have full responsibility for Coupa incidents raised to Group and ensure they are correct followed up and resolved.

KEY RESPONSIBILITIES

• Performing manual functional, data migration and/or integration tests at different stages of the platform testing and implementation
• Highlighting any break in service to key services and raise incidents quickly engaging required teams to resolve impact and restore services to customers
• Need to be able to prioritise and troubleshoot inbound tickets
• Working closely with technology teams to ensure that we are resolving incidents efficiently and chasing the right team to maintain stability to our services
• Responsible for day-to-day incident and ticket escalation to technical teams across the group, ensuring there is no delay in getting issues in front of the correct teams
• Significant Service on-call experience, working as part of an incident response team to restore services, provide support and guidance, and ensure stakeholders are updated at regular intervals. Additionally, provide support and experience to prepare other Service team members for the on-call rotation.
• The specialist will always ensure we have a ??how do we improve?? thinking to all issues that occur to production. Always asking how do we bring teams together to resolve issues across all brands and divisions? How do we improve our processes and how do we make it easy to do business with Group production operations
• Providing clear and concise comms to all stakeholders during impactful incidents, making sure updates are provided in the correct channels and all follow up questions are answered

TO EXCEL IN THIS ROLE, YOU WILL NEED TO HAVE

• Minimum 2 years experience in an IT operations role with a proven ability to handle incidents in a highly pressurized environment
• Prior experience working within an ERP / Procurement Suites (for example: Coupa) Technologies environment and the associated understanding of procurement terminology
• Collaborate with multiple teams ensuring that nobody take a blame attitude. Helping teams to work closely together. Excellent interpersonal & communication skills as candidate will have to deal with all areas of the company
• Work in a collaborative way with the Technology teams and have the ??how do we improve?? attitude
• Ability to communicate at all levels from senior execs through to 1st line support
• Lead on incident standards and implementation across all brands and divisions ensuring we always have a stable platform for our customers
• Identifying and building strong long-term customer & strategic relationships alongside effective stakeholder management
• Have a record in improving ways of working and implementing tooling into a new team ensuring everyone is setup for success from Day 1
• Technical knowledge of cloud infrastructure, monitoring tooling and JIRA is a big benefit to success in this role
• Customer centric and service excellence mindset.