Technical Officer Location: Cranfield Contract Type: 6-month contract (with possibility of extension) Working Pattern: Hybrid (3 days in office, 2 days remote; additional on-site presence may be required depending on workload) Pay Rate: Tech E £18.64 per hour Role Summary We are seeking a proactive and technically proficient Technical Officer to support our design and engineering teams. The successful candidate will manage service and incident tickets, analyse data, and validate reports related to vehicle campaigns. This role involves utilising ticket management systems to track and resolve service requests, monitoring incident tickets through to resolution, and employing analytical tools, including SQL queries, to identify root causes of anomalies or trends. Advanced skills in Microsoft Excel—such as Power Query, Power Pivot, and Power Automation—are essential for manipulating cloud-based data. The role requires effective collaboration with project quality, management, and engineering teams to ensure transparency and timely resolution of concerns. Providing technical support to an offshore call centre team is also a key responsibility. This position demands excellent communication skills, the ability to prioritise and manage multiple projects simultaneously, and a self-motivated, adaptable approach to working hours and practises. Main Duties and Responsibilities Utilise ticket management tools (preferably ServiceNow) to process and action service requests from the design team. Monitor and track incident tickets within the incident management system until successful resolution. Analyse data using SQL and other analytical tools to detect anomalies, trends, and root causes. Manipulate cloud-based data employing advanced Microsoft Excel functionalities, including Power Query, Power Pivot, and Power Automation. Validate reports produced by offshore teams for vehicle campaigns. Collaborate closely with project quality, management, and engineering teams to facilitate prompt responses and maintain transparency regarding concerns. Provide technical support to offshore call centre teams. Essential Skills and Qualifications Degree-qualified or equivalent experience. Experience with ticket management systems, preferably ServiceNow. Proficiency in advanced Microsoft Excel tools: Power Query, Power Pivot, Power Automation. Practical experience writing and executing SQL queries for data analysis. Strong problem-solving abilities employing recognised methodologies. Excellent written and verbal communication skills. Competent in PC applications, including Microsoft Excel and PowerPoint. Ability to prioritise and multitask effectively across multiple projects. Self-motivated, proactive, energetic, and adaptable to varying working practises and hours. Ability to work collaboratively within diverse, cross-functional teams. Software and Tools ServiceNow (or equivalent ticket management systems) Microsoft Excel (Power Query, Power Pivot, Power Automation) SQL query tools Microsoft PowerPoint Certifications and Standards No specific certifications are required; however, a relevant degree and practical problem-solving experience are essential.