It Analyst - Business Applications

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. 

  
  

• 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. 

  
  

We can offer (subject to Company’s policy):

- Agile and safe working environment

- Competitive annual leave and sick leaves

- Group incentive scheme

- Group term life insurance, Workmen’s compensation and Group medical insurance coverage

- Short and Long-term Global employment opportunities

- Global collaboration and knowledge sharing

- Digital Innovation and Transformation

Equality, diversity and inclusion

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 have the opportunity to contribute.

Agile working

At Mott MacDonald, 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 embrace agility, flexibility and trust.