application analyst core srevices - Birchwood, United Kingdom - KBR

Description

Description

: The role is part of the PPP Digital Operations Team who provide support to the Common Data Environment (CDE), a collection of circa 50 applications platformed on a hybrid public, private Microsoft Azure based cloud. The PPP Digital Operations Team is integrated into the wider Sellafield Enterprise Information Services Organisation sharing common processes, policies and tools.

As an Application Analyst – Core Services, you oversee the business as usual management and operations and provide second line support for a range of applications that support the Core Service Departments of PPP examples of which include: Programme Management Office, Procurement, Supply Chain, Estimating, Project Controls, HSEQ, Commercial, HR, Learning & Development, Training, Digital, Marketing and Communications.

From problem identification to full resolution, you will own and manage your cases over the phone and Web. When needed, you will transfer your cases to your colleagues or involve subject matter experts or escalate to other resolver groups or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.

The role will require you to work closely with many of the Departments, Capabilities and Functions within PPP, Sellafield and Partner Organisations together with Sellafield's managed cloud service provider and other CDE resolver groups providing support with Digital systems or requesting Digital services.

Role Responsibilities:

Main duties include:

The Digital Application Analyst – Core Services will be responsible for:

Resolving technical issues related to a range of applications that support the Construction and Commissioning Services of PPP.

Supporting users with use of the applications and systems including "How do I" queries and ensuring users gain maximum benefit from the applications.

Proactively monitoring and managing the application, presentation and data layers for the tools and systems to ensure availability, resilience and cost efficiency of operations.

Engagement with users, third party support providers and other Digital resolver groups to troubleshoot technical issues related to the application, presentation and data layers.

The role will also support recording and processing requests for IT/Digital services associated with the tools and systems such as Starters, Leavers and Movers, software installs, hardware requests, access and permissions changes and other items from a Service Catalogue.

Specific:

The post holder will be responsible for:

Understanding the cause of application issues and faults, identifying, documenting and applying resolutions to return users, applications or the system to service.

Communicating and co-coordinating with other Digital resolver groups including Managed Cloud Service providers and third party application vendor support services.

Communicating and co-coordinating with Subject Mater Experts and Heads of Profession within Major Projects, Sellafield and third party organisations.

Proactive monitoring of the applications and systems.

Recording details of users' issues and using triage questions and IT support documentation to isolate a problem and identify resolutions.

Where necessary you will determine if an issue requires escalation to other resolver groups within PPP or SL.

You will update users with the progress of their request or issue and review the support queues to ensure Service Level targets are achieved.

Liaise with other Digital team members to schedule appointments with specialists to help users resolve complex issues.

Use request fulfilment and incident management processes together with Service Now, an IT Service Management system used to record, manage and report on all aspects of IT service delivery.

Support others within PPP Digital to collate Service Performance metrics and maintain key registers including updates to CMDB and DSL.

Participate in service improvement by supporting preparation of analysis, reviews and reports.

Experience, Skills and Knowledge:

Essential:

2 years+ experience of supporting one or more applications providing the following organisation core services:

Programme Management Office, Procurement, Supply Chain, Estimating, Project Controls, HSEQ, Commercial, HR, Learning & Development, Training, Digital, Marketing and Communications.

Create and maintain incident management requests to other resolver groups and third party support providers

Ability to read or listen to users and accurately and succinctly identify the need and record it on the Service Now system.

Ability to triage issues using pre-prepared scripts or your previous experiences and subsequently implement fixes yourself or escalate to other resolver groups.

Ability to oversee and manage request and incident queues to ensure Service and Operational Level Agreements (SLA/OLA) are honoured.

Very good interpersonal skills.

A strong aptitude for problem-solving and attentiveness to details.

Ability to work at pace and under pressure to deliver trusted analysis and information.

Preferred:

Experience in Oracle Primavera very beneficial.

Experience of major project delivery, construction and commissioning activities, lifecycles and terminology very beneficial.

Microsoft Certification Azure Administration Associate or similar

Experience of configuration and support for Azure Virtual Desktop, Azure Application Gateway and Windows and Windows 365 beneficial) including networking, TCP/IP, Internet connectivity and user profiles.

Microsoft 365 management and support tools highly beneficial.

Information Technology Infrastructure Library (ITIL) Foundation qualification.

Experience of Microsoft Intune and Azure Portal including user and application administration highly beneficial.

Experience of Service Now and ITIL practices including maintaining key registers.

Experience of using collaborative and remote administration software such as Teams and Remote Assist.

Core Competencies:

Communication skills – be articulate and engaging. Demonstrate ability to listen and play back issues to get a clear understanding of problems.

Organised – able to monitor and manage multiple on-going support incidents and services requests.

Accurate – records and communicates technical information correctly.

Building Relationships – able to engage with and maintain productive relationships with a wide range of people with differing skills and experience.

Influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others.

Organisational skills – plans well in advance, sets clear objectives, manages time/delegates, reviews progress against plan, ensures sufficient resources, encourages improvements.

Drive – has the energy, enthusiasm, and a can do, will do approach to deliver the best service possible.

Flexibility – adaptable in responding to change and uncertainty to deliver and add value.

Behaviours:

Listening and composed

Detail Oriented

Organised

Communicator and Collaborator

Passion for Success

Team Player

Empathetic and Considerate

People & Skills advocate

Adaptable to Change

Resilience

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