A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

Due to continuing growth and development of Merlin’s attractions and brands on a global scale, we are looking for a ROC Operations Analyst to join our Digital and Data department on a permanent basis. The role will be based at our Hong Klong office, with a hybrid element for those looking for more flexibility.

Key Accountabilities

Service Delivery & Support

• Incident Resolution: Respond to and resolve technical issues within service level agreements.

• Escalation Management: Escalate complex issues to the ROC Team Manager or technical teams.

• System Monitoring: Proactively identify and address potential IT system issues.

• Documentation: Maintain accurate records of incidents, service requests, and resolutions.

Operational Excellence

• Service Desk Collaboration: Work with the Global Service Desk to ensure seamless IT support.

• Policy Compliance: Adhere to Merlin Technology policies and procedures.

• Performance Tracking: Monitor and report key performance metrics for continuous improvement.

Stakeholder Engagement

• Customer Support: Provide excellent service and maintain strong working relationships.

• Clear Communication: Keep stakeholders informed on incident and request statuses.

Project Support

• Implementation Assistance: Support local IT projects to align with business objectives.

• Testing & Deployment: Assist in testing and rolling out new systems, applications, and updates.

Continuous Improvement

• Problem-Solving: Identify and suggest improvements to service delivery.

• Skill Development: Stay updated on technology trends and participate in training.

• At least 2 years of experience in IT support or a related role.

• Knowledge of IT systems, including End User Computing (EUC), Point of Sale (POS), and network infrastructure.

• Familiarity with IT service management platforms, such as ServiceNow (or similar).

• ITIL Foundation certification or equivalent experience is beneficial but not required.

• Ability to troubleshoot and resolve technical issues efficiently while providing excellent support.

• Proficiency in IT systems and tools to diagnose and address a range of technical challenges.

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here).