LEGOLAND IT - Technical Analyst

LEGOLAND California, 1 Legoland Dr
Carlsbad, California, 92008
United States

We are LEGOLAND California Resort - the place where FUN is built and memories are made. Across our Resort we have two fantastic LEGO themed Hotels, a Water Park, a SEA LIFE Aquarium, more than 60 rides and attractions, 20 food and beverage locations, and 14 retail stores – the opportunities here are endless!

About the Role

You will work with the wider IT Team to provide first class technical support Merlin offices and attractions. You will manage & prioritize workload to deliver operational excellence and act as point of escalation between the business and IT.

Key Objectives:

• Identify and fix IT related incidents, problems and requests to agreed standards/SLA’s using ServiceNow.
• Represent Merlin IT within the LEGOLAND Resort & other North American attractions, delivering first class technology services to all staff based within the site.

• Work with all Local Support Teams, Lead Local Support Analyst and the North American Service Delivery Manager to develop and improve the IT Service delivered to the Merlin Business.
• Champion and promote Service Improvement on an on-going basis to continually improve quality and user satisfaction with IT Services.
• Single point of ownership for effective provision of systems and services to customers.
• Ensure appropriate OLAs/SLAs are met in all IT services.
• IT stock and IT estate management for the LEGOLAND Resort attractions and Midways as necessary.

Main Responsibilities:

• Demonstrate good knowledge and technical understanding of all Merlin attractions and offices.
• Demonstrate good knowledge of all Merlin IT Systems and Services.
• Ensure technical documentation is up to date and fit for purpose.
• Provide first class IT Support & Service Delivery to Merlin staff.
• Promote a sense of ‘Team Operations’ and demonstrate a collective working environment across all Technical Staff.
• Ensure the Global Service Desk is being used as a ‘Single Point of Contact’ for all IT requests and incidents.
• Act as a point of escalation for major incidents.
• Assist with the coordination and resolution of major incidents.
• Work with the wider Merlin Digital Department to develop and improve the IT Service delivered to the Merlin Business.
• Champion and promote Service Improvement on an on-going basis to continually improve quality and user satisfaction within IT Operations.
• Ensure appropriate OLAs/SLAs are established & adhered to.
• Approve acceptance into production of new systems and services.
• Ensure adherence to group IT policy and procedure.

Background & Experience:

• Must have good desktop, hardware and application support skills.
• Knowledge of operating systems such as Opera and other POS systems is preferred.
• Experience with digital signage kiosks is preferred.
• Experience with ITIL Foundation is highly desirable.
• Must have 3 years' experience working with with first line support escalation procedures.
• Must have the ability to work in a fast paced environment.

Compensation:
Compensation for the opportunity is $22.00 - $25.00
*Compensation Rates are dependent upon skills and experiences related to the opportunity*

** Please consider whether you'll be able to travel to and from the Resort. Some shifts may fall into unsociable hours.**

What You'll Get...

Alongside company paid holidays, you can also look forward to enjoying a great benefits package, free tickets to Merlin attractions globally and 30% discount in our retail shops and restaurants.

Everyone Matters at Merlin.
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

We want to ensure that everyone has the opportunity to perform their best at interview, so if you have additional requirements due to disability or ill health please get in contact with LLC.HumanResources@legoland.com.