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Service Lifecycle Analyst

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Singular is an established brand in the iGaming industry developing award-winning solutions that stand out with their flexibility, reliability, and innovation. These three key aspects shape our competitive factor in the market. As of 2021, Singular is part of the biggest iGaming brand worldwide, Flutter Entertainment. The backbone of our success lies in using novel technologies & agile processes by our team of 190+ highly-skilled people.

Role Overview

We are looking for a Service Lifecycle Analyst to join our newly established ITSM team working with teams across numerous countries. You will be joining a team dedicated to implementing a Service Strategy across Singular who serve multiple brands and thousands of customers around the globe.    

As Service Lifecycle Analyst you will be responsible for supporting the Service Management team with key areas of Incident, Problem, Supplier and Service Reporting and a key stakeholder in the Change & Release Management process.

You’ll have experience working within a high performing service culture, with a good understanding of the supporting service management processes.

Duties and Responsibilities

  • Support ongoing improvements and execution of our incident and problem management processes, delivering value across the lifecycle of IT services, from creation to closure.

  • Provide guidance and identify any training required to Singular teams to ensure incidents and problems are managed in accordance with their equivalent service management processes.

  • Support the compilation of Post Incident Review Reports, manage communications, coordinating updates and ensuring accurate auditability of all actions, effectively managing stakeholders and our brands expectations.

  • Actively support and participate in new projects and programs to on-board new brands into the SNG Service Management operating model.

  • Assist our brands with their priorities in production (incidents, problems and/or service requests).

  • Operate as a key stakeholder in the change & release management processes. 

  • Be proactively involved in the Acceptance into Service process. Work closely with Product teams to ensure smooth service transition for the introduction of new products and services.

  • Be proactively involved in the Supplier Management process and the management of the CMDB.

  • Advocate on all processes under the Service Management Team.   

  • Produce reports, as required, to track service performance and availability, including ad-hoc, weekly and monthly reports.

Qualifications

  • Experience in a Service Management supporting role and/or working in the iGaming industry.

  • Knowledge of Service Management tools (JIRA / Confluence).

  • Experience of ITIL Service Management applied in an Agile model including but not limited to:

    • (Major) Incident Management

    • Problem Management

    • Demand Management

    • Change & Release Management

    • Supplier/Vendor Management.

  • Good verbal and written communications skills at all organisational levels.

  • Good relationship building skills with stakeholders across the business and external suppliers.

  • Eagerness to work in a team and as a team to solve problems but without requiring micromanagement.

  • Highly motivated, pragmatic and an energetic team player, positive, determined and driven with a can-do attitude.

Personal Attributes

  • Analytical mindset with strong reasoning skills;

  • Excellent comprehension skills;

  • Sharp mind, fast thinker;

  • Problem-solving skills;

  • Excellent English verbal and written communication skills;

  • High Organizational and time management skills;

  • Multitasking skills;

  • Proactiveness;

  • A result-oriented Leadership Skills.

Benefits

  • Competitive compensation & benefits package;

  • Career and professional advancement;

  • Training and learning opportunities – Online Learning Portals, Public Lectures, Conferences;

  • Insurance package;

  • International work experience;

  • Travel opportunity;

  • Outstanding working environment;

  • Relocation Opportunity.

Why you should apply

We nurture a teamwork environment where ideas are communicated, and knowledge sharing is encouraged. We appreciate the talent and inspire constant self-improvement. We constantly search for progressive thinkers, creative doers, game-changers, visionaries, and groundbreakers who never settle for mediocrity.

Service Lifecycle Analyst

  • Skopje, North Macedonia
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