Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.
About us:
We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus and Italy. We are the operator of the Fourth Licence (10-year licence) for the UK National Lottery since February 2024.
We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Our aim is to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.
While the main contribution of the National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime, large-scale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.
Role Purpose:
Reporting to the Customer & Retailer Care Lead Product Owner, the Customer & Retailer Care Engineer will work hand-in-hand with the Customer & Retailer Care team as well as WeConnect, Aricoma, OpenText and other third-parties, to ensure that any Customer & Retailer Care-related applications, including AWS Connect, ServiceNow and OpenText continue to meet the evolving needs of the business. They will provide second-line technical support to the Customer & Retailer Care platforms and applications, resolving incidents and problems as well as proactive systems maintenance, ensuring a service that is Fit for Purpose and meeting the needs of the business.
Role Responsibilities:
- Provide second-line support and technical expertise for the Customer & Retailer Care suite of products, applications, interfaces and processes used at Allwyn, including AWS Connect, ServiceNow and OpenText.
- Work in partnership with other Technology teams to help deliver the best application solutions for the business and support/Operations teams.
- Follow IT best practice and promote standardisation across our applications.
- Collaborate with Product Owners on the roadmap for Customer & Retailer Care
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- Working with both internal and third-party technical teams (as appropriate) to develop and test new features and deliver them into Production.
- Ensure the applications comply with all external requirements, including privacy regulations and security standards.
- Monitor KPIs and use data to measure the success of the services.
- Support the Service Delivery team in managing incidents and problems to resolution to ensure minimal impact to the business.
- Analyse incidents, identify trends and proactively work to reduce recurrence.
Key Measures of Success:
- Product KPIs - TBC
- Service KPIs – Incident response time, incident resolution time, mean time between failures, meantime to recover.
Key Skills and Experience:
- Experience of working in AWS and Azure environments.
- Experience of telephony and call centre technologies, including Amazon Connect.
- Experience of working with ServiceNow CSM.
- Experience of working with OpenText for document management.
- Strong DBA-level knowledge and experience of SQL across various database implementations, including SQLServer, Postgres and MySQL.
- Working knowledge of GDPR and data protection regulations on the handling on PII.
- Technical background with knowledge of software development and web technologies
- Experience of management of incidents and problems using ITIL v3 methodology.
- Strong second-line support background.
- Proven ability to build rapport with stakeholders and communicate clearly
- Experience of communicating with all levels of departmental management
- Excellent analysis and problem-solving skills plus attention to detail.
- Act with integrity and due care, skill and diligence in carrying out your duties.
- A belief in high quality and a commitment to structured ITIL working practices such as Change and Problem Management, testing procedures and documentation, and adherence to the company baselines and standards.
- Demonstration of a professional, team-oriented approach coupled with strong self-motivation and personal initiative.
- Good organizational skills.
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Our goal is to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.
Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
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