IT Operations Analyst II Hatfield II Hybrid (2 days in the office) About Us Our teams are putting the world’s retailers online using the cloud, robotics, AI, and IoT. We provide services to partner clients globally via our innovative advanced robotics technology, known as the Ocado Smart Platform (OSP), this drives our highly automated, multi-million pound Customer Fulfilment Centres (CFCs). In our CFCs - together with the proprietary software applications - we operate a world-class online grocery business that automates the single pick of products, ready for your online delivery. About The Role The IT Operations Analyst is responsible for supporting the efficient operation and continuous enhancement of IT processes. Key Elements Of The Role Include IT Ingress and Surgery Management Process efficiency and Improvement Story telling using reporting tools Work with the Head of Process and Improvement to report on efficiency and Productivity Manage Risk by monitoring IT policies Provide guidance and/or define IT Policies Coordinate communication from IT into the wider Ocado organisation Key Responsibilities What you will be doing Act as the “front door” for change requests and operational queries, managing IT surgery tasks Collating and presenting key information to review teams (e.g., Nitro). Offering ongoing support for Tier 3 IT governance-related questions/issues. Establish and track KPIs and metrics for both process improvement and digital workplace policy adherence. Generate and present regular reports that provide insights into operational performance, risk management, and compliance. Develop, implement, and continuously improveIT policies that support a secure, efficient, and collaborative digital environment. Manage risk by monitoring issues related to both IT operations and IT policy compliance, ensuring swift escalation and resolution. Oversee IT policy compliance, working closely with Infosec, DP, and Legal to update and enforce standards. Develop and maintain clear communication channels across IT and with other Services. You may be asked to perform tasks as required by management deemed as a reasonable request. This job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. The responsibilities, tasks and duties of the job holder might differ from those outlined in the job description and other duties, as assigned, might form part of the job. About You Proven analytical abilities and a keen eye for process improvement. Minimum 2–3 years’ experience in an analytical or process improvement role, ideally within IT or technology services. Ability to interact effectively with technical teams and communicate with stakeholders at all organizational levels. Strong customer service orientation and excellent presentation, written, and verbal communication skills. High level of self-discipline, personal accountability, and ability to manage multiple tasks under tight deadlines. Experience or familiarity with managing operational queries and supporting governance-related activities. Preferred (but Not Essential) Experience of working in a dynamic, fast-paced, commercial environment or organisation. Experience of working in a Global organisation is advantageous. Experience working with hybrid and remote teams. What We Offer You Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. We regularly review our benefits to ensure we are supporting our employees appropriately. 30 days ‘working from anywhere in the world’ policy Wellbeing support through dedicated apps and an Employee Assistance Programme 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase) Pension scheme (various options available including employer contribution matching up to 7%) Generous Private Medical Insurance (within the first month of joining!) Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary) 22 weeks paid maternity/primary parent leave and 6 weeks paid paternity leave (once relevant service requirements complete) Train Ticket loan (interest-free) Cycle to Work Scheme Free shuttle bus to and from Hatfield Train Station to the Hatfield offices Free shuttle bus to and from Welwyn Garden City Train Station to the Welwyn Garden City offices Opportunity to participate in Sharesave and Buy as You Earn share schemes 15% discount on Ocado.com and free delivery for all employees (within the first month of joining! Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status.