Systems Support Analyst

I’m interested


Leeds - St Johns

Contract type


Job description

Become a service specialist for our internal customers

Our busy Service Management Team are looking for a dynamic, motivated and enthusiastic person who’s focussed on development and career progression to work closely with our HR Team to provide support for our HR Systems.

The Service Management Team are responsible for monitoring and managing incidents, applying fixes, finding cause and communicating progress across our complex, diverse and fast paced Global Platform.

About us

Our people are at the heart of everything we do and we offer a fast-paced environment where we have fun, celebrate success and give you all the tools you’ll need to be your best self. It’s not just our colleagues we look after – we’ve got a responsibility to our customers too and we work hard on our ambition that nobody is harmed by gambling.

Your role in the team


As part of the Service Management Team, you’ll play an integral role in supporting our HR function and will have a daily presence within the HR Team supporting the new cloud HR Systems platform, managing a range of queries and issues from receipt through to resolution within the defined service and operations levels.  You’ll communicate effectively and with confidence, setting clear expectations and timescales for delivery for your customers.


You’ll respond quickly to incidents and service requests, while working closely with the HR Systems team, a variety of Tech Experts and Product Teams to fix problems, share knowledge and go one better. You’ll report on service metrics, identify automation opportunities and by using our suite of world class monitoring tools you’ll be able to best understand, triage and find the cause of incidents.


This is a varied role with some responsibility and would be a great opportunity for someone looking for development and career progression.

Key Skills

We’re looking for a quick thinking problem solver who is able to work collaboratively with stakeholders and customers to achieve results and resolutions at pace.


As a support analyst for our HR Systems, you will be a natural problem solver who thrives when faced with complex technical challenges.


It would be an advantage to have Service Management and SAP SuccessFactors experience or similar and an understanding of applying ITIL work practices to achieve results.  A background in HR would also be considered an asset for this role.


You’ll be proactive and responsive in the identification and resolution of issues you’ll demonstrate the ability to communicate effectively and with confidence, setting clear expectations and timescales for delivery for your customers. You’ll need to be organised and able to prioritise and know the right questions to ask to identify your customers need - we are passionate about customer experience and delivering a best in class support service to our people.


As well as resolving queries and incidents, we are looking for someone with a passion for continuous improvement, always looking to make things better.

What we offer

We’ll welcome you on-board with 25 days holiday (not to mention 8 bank holidays and an extra day for your birthday), a rewarding bonus scheme, healthcare, an attractive pension package, healthy gym discounts and a staff benefits scheme. Plus, our season ticket loan and handy Metro Card loan will save you money getting to work and getting around town. And if you see the journey to work as part of your fitness regime, you’ll just love our Cycle to Work scheme.

William Hill in Leeds

Right in the middle of the creative heart of the UK sit both of our Leeds offices. Leeds itself is a buzzy, busy place to work and live. A hub for tech, digital and gaming companies – there’s also five universities right on our doorstep. And away from work, we’re in the heart of the Yorkshire Dales and of course have got a competitive sports scene with Leeds United and Yorkshire Cricket and Rugby just up the road in Headingly.