Overview of the role
Working with IT Operations Centre Management, the Business Applications Team will oversee the day-to-day operation of the 3rd line IT Business applications support Service.
The Business Applications Team will play a pivotal role in ensuring that our applications perform to a high level while adhering to Mott MacDonald's policies and procedures.
Key duties and responsibilities include:
* Provide support to the Business Applications team, including but not limited to components of the Deltek ERP suite
* Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication within the agreed SLA’s
* Work closely with the wider applications teams helping to define support requirements and improvements to service across Business Applications
* Act as a technical support analyst within the team - for complex support issues and critical situations in the owned technology areas
* Collaborate with our third-party support partners to manage, monitor, and resolve problems, incidents and requests escalated to them
* Ensure day-to-day activities and checks as part of the on-going maintenance are carried out in a timely manner and provide input to a forward schedule of maintenance, upgrades, and projects
* 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
Candidate specification
Essential:
* Degree or equivalent relevant qualification in an IT related discipline or relevant industry experience
* Strong understanding of a global ERP system, including SAP modules
* Experience of IT Service management best practice, especially Incident, Problem and Change Management
* Excellent verbal and written English communication skills
* Exceptional customer service skills
Desirable:
* Knowledge of ITIL Service Management best practices, ITIL V3/V4
* Experience in ServiceNow or similar ITSM Tools
* Experience in providing support for Deltek Maconomy or other ERP system
* Experience of working in a global organization
Personal Attributes:
* Passionate about technology and learning
* Ability to balance demands and priorities and think clearly under pressure
* Attention to detail and a focus on quality
* Excellent conflict resolution, communication, and collaboration skills
* Logical and analytical approach to solving problems