Service Operations Analyst

About Us

In a nutshell, we’re all about making the world of wine a better place. We fund and source directly from independent winemakers to bring customers better quality wine for a better price. No thirsty middlemen as far as the eye can see.

Our global team (we have offices in the US and Australia, too) is entrepreneurial by nature, obsessive about customer experience and driven by performance. All things that make Naked a great place to grow both personally and professionally. And yes, we like wine. A lot. 

It takes a village to be Naked. That’s why we’re always on the lookout for eager talent to join the club. And now, our Global Service Operations team is looking for a Service Operations Analyst (SOA) to join the fun. So if you’re keen to help us take the guesswork out of enjoying great wine (that’s what we’re passionate about), there’s a Naked welcome pack with your name on it.

We’re looking for a multi-skilled professional with a strong understanding of ITSM tools and the processes involved in supporting our internal stakeholders. You should have the ability to interpret and act on issues raised by the business or triggered by monitoring and operational tools.

You’ll be responsible for Incident Management across all regions, including coordinating communications and overseeing Major Incidents when they arise. You’ll ensure teams respond to and resolve incidents within agreed timeframes, maintain clear communication with users, and engage with third parties when needed. Additionally, you’ll collaborate with development teams to ensure application bugs are addressed promptly.

We foster a Continuous Improvement mindset, always looking for smarter ways to work and enhance the experience for our customers. If you thrive in a dynamic environment and are passionate about driving operational excellence, we’d love to hear from you! Together, we’ll take Naked Wines to the next level – and share our not-so-well-kept secret with the world.

Location & Flexible Working

We know there is more to life than work and finding the right balance is important. That's why we offer flexible, hybrid working. If you need time out for the school run we can work around it. If you have regular appointments or classes that make typical 9-5 hours a challenge let us know. Our only specific ask is that you're able to spend at least 1 day per week in our Norwich office.

Requirements

You would be responsible for:

• Triaging incoming support requests
• Managing incidents and providing first time fix wherever possible and within agreed SLA
• Preparing, reviewing and executing SQL data fixes for incident resolution
• Creating and maintaining self help articles within our internal knowledge base
• Creating and maintaining intra-team documentation within Confluence eg. incident run books, SQL data fix templates etc.
• Incident Managing major incidents; handling stakeholder comms, forming hit squad, liaising between tech and business
• Carrying out post incident reviews and providing incident reports for Major Incidents
• Monitoring systems across our monitoring and alerting platforms
• Providing Out Of Hours emergency support to the business on a shift rota (which you'll be paid for)
• Assisting Service Management leads in identifying opportunities for future improvements and developing our strategic roadmap.
• Contributing to the successful delivery of Service Management projects through timely completion of assigned tasks.

You bring

• Experience: Familiarity with ITSM toolsets such as Service Now, Fresh Service or Jira; A proven record of effective stakeholder management or relatable skill (eg. customer service)
• Knowledge: A good technical understanding of our platforms and tools including common issues; Certified to minimum ITIL v4 Foundation level; A good understanding of common SQL queries and the ability to identify anomalies.
• One Team Mindset: You see beyond individual achievement and work to ensure the whole team succeeds; familiarity with working across disciplines and across multiple time zones; self motivated and disciplined.
• Communication Skills: Impeccable communication skills, both written and verbal; Ability to communicate technical information to non-technical audiences.
• Discipline:  The streamlined nature of our team means you may find yourself working without a direct line of command present. You need to be able to retain your high standard of work with or without supervision.

You have:

• Ambition (dream big): Implements the strategy providing feedback (what works and doesn’t)
• Judgement: Questions the status quo, tests hypotheses and shares outcomes
• Discipline: Delivers on commitments, on time with quality
• Influence (have a big impact): You are a team player who works to ensure the entire team succeeds
• Accountability (take full responsibility): Delivers results; Recognises mistakes and quickly shares them

And finally you live by our Naked values:

• You support all stakeholders from the Winemaker, through to the Customer. We are Naked Together.
• You embrace growth, pushing yourself out of your comfort zone to overcome obstacles.
• You always start with our customers and winemakers.
• You keep it simple and are data-led, from the wine itself to the ways of working.
• You do the right thing, holding yourself accountable with honesty and openness.

Benefits

As part of the Naked family, we want you to know we've got your back. Here are a few of the perks you'll enjoy when you join the team…

• A competitive salary of £28-34k (based on experience) plus on-call pay and annual bonus potential

• 26 days holiday and bank holidays (you can buy or sell holiday too)
• A £300 annual personal development budget - we're passionate about supporting people to follow their dreams inside or outside of Naked
• £450 every year to treat yourself to some of our delicious wines...all in the name of research, of course
• We want to do our bit for the community and give everyone paid leave to volunteer
• We have Wellbeing Champions and access to mindfulness resources including the Headspace app
• Enhanced parental leave
• Honeymoon leave - newlyweds get an extra week of annual leave
• We like to surprise and delight you with lovely thoughtful gifts including Naked Wine and lots more...
  

Equal Opportunities

At Naked Wines, we recognise the value of diversity and inclusivity in fostering a truly remarkable experience for all our winemakers and customers. Our commitment extends beyond wine to building a workforce that reflects the wide array of perspectives and experiences found across the UK. We believe that embracing diversity in our teams enables us to provide exceptional service and innovation. We are dedicated to ensuring all our employees are treated fairly and equitably at work, with a strong commitment to promoting equity in both physical and mental health for everyone. To achieve this, Naked Wines encourages applications from individuals of disadvantaged socio-economic backgrounds, disabled persons, LGBTQ+ community members, Black, Asian and Minority Ethnic backgrounds, and those with lived experiences of discrimination.

Accessibility and Adjustments
Naked Wines is committed to providing reasonable adjustments throughout our recruitment process. We strive to be as accommodating as possible to ensure all candidates can participate fully. If you have specific requirements or need adjustments at any stage of the application or interview process, please do not hesitate to get in touch. In your application, feel free to indicate your preferred pronouns (for example - she/her/hers, he/him/his, they/them/theirs, etc)to help us better address and respect your identity throughout the process.