Overview
Working as an IT Service Analyst you will be the first point of contact for all employees seeking to resolve IT issues within the platform. Speedy and intelligent resolution of IT incidents is the key to ensuring that Mott MacDonald can deliver on its promises to its clients.
Responsibilities
* Provide a single point of contact for our employees and confidence that we are actively addressing their IT issues.
* Deliver an outstanding customer experience by focusing on our employees’ needs and providing timely resolutions with clear and regular communication.
* Provide clear updates in the IT Service Management Tool (ServiceNow) to enable us to work seamlessly across teams and time zones to provide a frictionless experience for our employees.
* Continually update the knowledge base to reduce resolution times for future incidents.
* Identify problems through analysing incident patterns and suggest enhancements to continually improve our services.
* Understand the critical needs of the business and escalate urgent issues to minimise the impact to the business and employee productivity.
* Ensure the IT solutions we deliver comply with Mott MacDonald standards, policies and any regulation; this includes adhering to our internal governance.
* Providing product ownership as a subject matter expert for products in the portfolio of services provided by the Productivity Applications Team, with an emphasis on the components of the ServiceNow product.
* Take ownership of selected ServiceNow products and services and develop long-term strategies for those services.
* Proactively seek out information from the ServiceNow Community to stay aware of the roadmap for the ServiceNow product suite.
* Ensure compliance with Mott MacDonald standards, policies, and regulations. Work effectively with the Change Manager to ensure changes occur through the Change Control process.
Essential and Desirable Qualifications
* In-depth experience of working in an IT Service Desk or Applications team.
* Broad knowledge of Productivity Applications, especially ServiceNow components, including IT Service Management, IT Operations Management, IT Asset Management, ServiceNow DevOps, IT Workflows, and Employee Workflows.
* Experience of IT service management processes.
* Experience in a Productivity Applications team as part of a multinational organisation (Desirable).
* Experience with ServiceNow architecture, licensing, permissions, data segregation, and ServiceNow modules (Incident, Task, Problem, Change). Membership of the ServiceNow Community or similar vendor organization is desirable.
* Experience in product or service ownership and being a subject matter expert for a product or service.
* Basic Project Management and Basic Business Analysis skills; application development skills; ServiceNow certifications.
* ServiceNow Administrator Certification (Desirable).
Education and Certifications
* MCSA or MCSE or relevant certification in Microsoft Office 365 (Desirable).
* Business Analysis Diploma or equivalent (Desirable).
* PRINCE2 Foundation level (Desirable).
* ITIL V3 Foundation (Desirable).
Personal Attributes
* Excellent English communication skills – verbal and written.
* Excellent interpersonal skills.
* Motivated team player with the ability to meet deadlines.
* Superior analytical, evaluative, and problem-solving abilities.
* Logical and analytical approach to problem solving and finding solutions.
* Ability to multi-task and prioritise under pressure with a proven track record in achieving SLAs.
Equality, Diversity, and Inclusion and Accessibility
We are actively recruiting a diverse workforce that is reflective of the communities we serve. We recognise that differences in ability, skills and experience are a strength and encourage applications from people of all backgrounds. Equality, diversity, and inclusion are at the heart of our business. Accessibility: If you are disabled or need support to apply or attend an interview, please contact reasonable.adjustments@mottmac.com.
Benefits
* A minimum of 33-35 days holiday per year (inclusive of public holidays) with option to buy or sell leave.
* Holiday entitlement increases to a minimum of 35 days after 5 years’ service.
* Private medical insurance for UK colleagues; health cash plan; access to Peppy for menopause support; comprehensive wellbeing program for you and your family.
* Ability to flex your salary to opt into a wide range of health benefits.
* Pension contributions matched between 4.5% and 7%; life assurance up to 4x salary (option to 6x); income protection and other flexible benefits.
* Annual bonus schemes as applicable to an independently owned business.
* Opportunities for learning and development, mentoring, formal training, and self-development.
We are actively recruiting a diverse workforce that is reflective of the communities we serve. We recognise that differences in ability, skills and experience are a strength and encourage applications from people of all backgrounds. Mott MacDonald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices. We are a proudly employee-owned business committed to empowering every team member to be brilliant.
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