IT Analyst - Business

Location:

Newcastle, UK

Recruiter contact:
Alice Roostan

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 Mac Donald’s policies and procedures.

• Provide support to the Business Applications team, including but not limited to components of the Deltek ERP suite
• Deliver an outstanding customer experience by focusing 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 elevate urgent issues to minimise the impact to the business and employee productivity
• Ensure the IT solutions we deliver comply with Mott Mac Donald standards, policies and any regulation; this includes adhering to our internal governance

• Degree or equivalent relevant qualification in an IT related discipline or relevant industry experience
• Strong understanding of a global ERP system
• Experience of IT Service management best practice, especially Incident, Problem and Change Management
• Excellent verbal and written English communication skills
• Exceptional customer service skills

• Knowledge of ITIL Service Management best practices, ITIL V3/V4
• Experience in Service Now or similar ITSM Tools
• Experience in providing support for Deltek Maconomy or other ERP system
• Experience of working in a global organization

• 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

Mott Mac Donald Ltd. are not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. This decision is as a consequence of the changes made to the Skilled Worker route by the UK Government in April 2024. We continue to welcome applications from candidates who are eligible for alternative immigration routes in the UK, that do not require sponsorship as a Skilled Worker now or in future.

At Mott Mac Donald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team, and personal commitments. We offer a hybrid working policy that embraces your well-being, flexibility, and trust.

We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.

We want you to perform your best at every stage in the recruitment process. If you are disabled or need any support to enable you to apply or attend an interview, please contact us at reaso and we will talk to you about how we can support you.

We offer some fantastic benefits including:

• We match employee pension contributions between 4.5% and 7%.
• Life assurance equal up to 4 x your basic salary, with an option to increase the level of cover to 6 x your salary.
• Our income protection scheme provides a financial benefit, as well as…