IT Analyst - Microsoft Applications

Mott MacDonald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future. We are a team of over 20,000 experts working across the world in more than 50 countries. We are proud to be part of an ever-changing global industry, delivering transformative work that’s defining our future. It’s our people who power that performance. As an employee-owned business, we invest in creating a space for everyone to feel safe and valued and empowered with the right tools and support.  Whether you want to pursue excellence in your specialism or broaden your experience with flexible roles across our business, you’ll be connected to a community of global experts championing you to be your best. Join us and shape your story with Mott MacDonald, where everyone has the opportunity to be brilliant .     Job Description:   Working as a 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.      Key duties and responsibilities include:      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 focussing on our employees needs and providing timely resolutions with clear and regular communication.  Provide clear updates in the IT Service Management Tool (Service Now) 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.      Candidate Specification:   Essential  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. To take ownership of selected products and services within the ServiceNow portfolio and develop long-term strategies for those services. Proactively seek out information from the ServiceNow Community to ensure that we are aware of the roadmap for the ServiceNow product suite. Ensure compliance with Mott MacDonald standards, policies, and regulations. To work effectively with the Change Manager to ensure change does not happen outside of the Change Control process. In-depth experience of working in an IT Service Desk or Applications team. Broad knowledge of Productivity Applications, especially ServiceNow components, including but not limited to:   IT Service Management  IT Operations Management  IT Asset Management  ServiceNow DevOps  IT Workflows  Employee Workflows  Experience of IT service management processes    Desirable   Good experience in a Productivity Applications team as part of a multinational organisation  Experience of ServiceNow, in particular:  Architecture  Licensing  Permissions  Data segregation  Experience of ServiceNow modules, in particular:  Incident  Task  Problem  Change  Membership of the ServiceNow Community or similar vendor organization  Experience in product or service ownership  Experience in being a subject matter expert for a product or service  Basic Project Management skills  Basic Business Analysis skills  Application development skills  ServiceNow certifications    Formal Education & Certificates    MCSA or MCSE or relevant certification in Microsoft Office 365 is desirable  Business Analysis Diploma or equivalent is desirable  PRINCE 2 Foundation level is desirable  ITIL V3 foundation is desirable  ServiceNow Administrator Certification        Flexible working At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.   Our benefits package is designed to enhance your experience: Agile working Critical illness and compassionate leave Paternity Leave Group term life insurance, and Group medical insurance coverage Career mobility options Short and Long-term global employment opportunities Global collaboration and knowledge sharing