IT Analyst - Business Applications

Overview of the role 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, including SAP modules * 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