IT Analyst - Productivity

Location/s: Newcastle, UK
Relocation supported: Not supported, but internal applications are welcome
Recruiter contact: Laura Kennedy
Hiring manager contact: Chris Gray

Mott Mac Donald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.

We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance – we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.

Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you’re surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee‑owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued.

Whatever your ambition, Mott Mac Donald is where people come to be brilliant.

As an IT Analyst – Productivity Applications you will report to the Team Lead – Productivity Applications and act as the escalation point for issues related to our Microsoft applications, Service platform, and other productivity categorised applications. In this role, you will provide advanced troubleshooting, integration support, and service enhancements, ensuring a seamless experience for colleagues and maintaining operational resilience.

You will play a vital role in supporting day‑to‑day continuity for a dynamic organisation. Responsibilities include resolving complex incidents, managing integrations with third‑party cloud services, and collaborating with cross‑functional teams to deliver high‑quality IT services. Clear communication, technical expertise, and adherence to security and operational standards will be key to your success.

Collaboration is central to this role. You will work closely with colleagues in 1st and 2nd line, infrastructure, and application teams, contributing to a culture of knowledge sharing and continuous improvement. With a focus on service excellence and professional growth, you will have opportunities to develop advanced technical skills, support digital transformation initiatives, and help enhance employee satisfaction and operational resilience.

• Provide expert-level support for complex technical issues for Microsoft applications, Service Now platform, and other applications categorised as productivity
• Act as the primary escalation point, ensuring timely resolution and service continuity
• Deliver outstanding customer service through clear, empathetic, and professional communications
• Collaborate with the Service Desk, Desktop Services, and cross‑functional teams to ensure smooth escalation and knowledge sharing
• Maintain accurate documentation of troubleshooting steps, resolutions, and known issues
• Identify recurring problems and implement long‑term solutions to improve reliability
• Ensure compliance with SLAs, governance, security, and audit requirements
• Provide product ownership for Service Now components within the Productivity Applications portfolio
• Support change control processes and work closely with the Change Manager
• Drive service enhancements and automation initiatives
• Troubleshoot and resolve Service Now issues, including permissions, data segregation, Service Catalogue forms, and workflows

• Demonstrates ownership and accountability, resolving complex issues independently
• Communicates with clarity, empathy, and professionalism under pressure
• Applies analytical thinking and sound decision‑making in challenging scenarios
• Collaborates effectively across support tiers, fostering knowledge sharing and service continuity
• Maintains a structured approach to documentation and troubleshooting
• Proactively seeks opportunities for service reliability and innovation

• SLA compliance (timely resolution and escalation)
• Mean Time to Resolve (MTTR)
• Accurac…