Vacancy Type:
23 (Entain)
About The Role

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our players and revolutionising the gaming space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves, and for the good of entertainment.

The role is focused on providing second line support for all new and existing Retail Technology products.

What you'll be doing:

  • Management of ServiceNow queues in line with agreed SLA’s
  • Support appropriate services post-release to ensure service interruptions are quickly identified and raised to the relevant support teams
  • Provide effective support to internal customers
  • Gaining an in-depth knowledge of our systems and processes to be able to effectively deal with issues as they arise
  • Effectively and accurately communicating relevant service information to the business and project team, participating in meetings as required
  • Provide support with mentoring colleagues, training & familiarisation, including first line analysts
  • To review, develop, maintain and update technical documentation for new and existing products, and learn about our new technology with the view to train others in first line support
  • Have a basic understanding of Problem & Risk Management
  • Support first line team if required
  • Any other duties as reasonably requested by the Retail Support IT Lead
  • A flexible approach to working hours. Generally, will be 9:00-17:30 Monday to Friday, with the occasional Saturday shift required, however other shifts may be required in line with the operational needs of the business

What we need from you:

  • Excellent computer skills, including proficiency with Microsoft Office including Excel, Word and other MS Office applications
  • Familiarity with our Retail Technology products, including specialised software which may be required to manage systems
  • Excellent understanding of the ITIL lifecycle
  • Strong administrative and organisational skills and an ability to manage multiple and varied tasks with enthusiasm
  • Working to deadlines in a fast pace environment
  • Must have high attention to detail
  • Proven ability to work effectively both independently and in a team based environment and prioritize workload
  • Demonstrated willingness to be flexible and adaptable to changing priorities and new learning.
  • Must like technology
  • Effective communication skills including verbal, written and presentation skills
  • Experience of working within matrixed organisation with instances of successfully influencing peers and colleagues essential
  • Able to deliver high standards of customer service and recognise different customer needs
  • GCSE Maths and English as a minimum
  • ITIL Foundation preferred

Interview Process:

  • Apply and your CV will be reviewed by one of our Talent Acquisition Partners
  • Informal chat with our Talent Acquisition Partner
  • 1st interview with the team manager (and assessment via Spotted Zebra)
  • 2nd interview with other team members
  • Final Feedback

What we can offer you:

  • Culture – We were once a start-up and still have that growth mindset (despite our size). Our industry is renowned for the speed it operates at, and the incredible pace of innovation. Our values include winning together, being bold, exciting customers and driving innovation.
  • Development – Both personal and professional development are important to us. Everyone gets 2 paid days to focus on development, along with subscriptions to learning resources like cross knowledge, linkedin learning and our own learning room. Monthly Empower talks from inspirational leaders from outside the industry.
  • Wellbeing – Our employee assistance program offers free advice on everything from work advice, relationship advice, legal information, and financial advice. Everyone gets a free subscription to the unmind (mental wellbeing) app. Counselling session are available through EAP. We have a monthly schedule of wellbeing sessions and talks with each office having wellbeing champions and coordinators.
  • Flexible benefits package - Annual bonus, employee share scheme, private medical, life assurance, income protection, matching pension contributions, enhanced vacation package, discounted gym membership and cycle to work scheme, with the ability to flex your benefits package to suit your needs
  • Offices - Newly refurbished offices, with chillout spaces and modern facilities
  • Social - Fantastic programme of free social activities, from our summer parties and Friday night drinks, we've got you covered.
  • Sports - We're as passionate about sports as you are, if you can name a sport, we've probably got a company team.
  • Hybrid Working – We offer 2 days a week working from home

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.