IT Analyst

Your New Role 

We have a fantastic opportunity for an ITSM/CRM Administration Analyst  to join our Group IT Team. This is a remote role or office based to suit, office will be in the Matchworks, Liverpool. 

The IT Service Operations Teams are responsible for providing support to Amey IT Service Desk and the IT Infrastructure and Operations teams as a whole.

They provide technical advice and support in relation to all Group IT projects in aiding transition into business as usual (BAU) support via Service Acceptance for Service Operations. Working closely with the project teams, PFO, Service Design and Transitions teams to ensure smooth delivery from project to BAU so that support is in place for the Internal Amey customers to be able to contact IT for assistance and have the incident handled correctly by the Service Desk and if necessary the correct 2nd and 3rd line support teams

The Service Operations team also responsible for the support and updating of the case management tool used by Group IT. Updating the tool with new Applications under support, new request categories under the Service Catelogue for internal Amey users to request new services along with maintaining the existing entries in both systems.

As well as supporting IT functions within Amey and the ITSM platform the team also support all business functions who use the shared Case Management platform from IT, HR and Group Shared Services as well as the end users out in the business who access and use the front end self service web portal (myGateway). The support of the platform is therefore more akin to a Enterprise level CRM tool rather than just a single are CRM or traditional ITSM tool.

The standard hours of work are based on 37.5 hours per week Monday – Friday. Possible Overtime available. 

Work-life balance and flexibility are key for our success. We empower our people to make choices that are right for them, with hybrid, part-time and flexible work patterns. And with a network of offices across the UK, we’re open to discussing working options that suit you.

You will be responsible for:

• Helping build on our image as the friendly and approachable within IT teams
• Providing outstanding customer service
• Providing advice and assistance to our colleagues, partners and suppliers
• Being the primary point of contact for Projects,
• Working with project managers and Service Design and Transition Manager to facilitate transition and acceptance of projects into BAU support.
• Providing guides for support of new projects as they are due to enter BAU which will be vetted and put into Knowledge base format by Senior Service Desk analyst who will then train these out the Service Desk.
• Working with external suppliers/business partners to support and maintain operational readiness of Case Management tool used by Service Desk and the Wider Amey IT teams
• Updating case management tool with new application services as projects transition to BAU to ensure faults can be raised against these
• Creating and maintaining tier types with case management tool to reflect incident and service request types so incidents and requests can be accurately logged and reported on.

We want to hear from you if you have:

• A minimum of 5 GCSEs’ or equivalent, grades A-C (including English and Mathematics)
• Previous experience working in a similar environment looking after CRM and ITSM tools.
• Demonstrable experience of delivering outstanding customer service under pressure.
• Experience supporting Case Management platforms – ITSM, CRM and/or ESM tool
• ITIL v3 Foundation level qualification or higher is desirable - training can be provided 
• Prince 2 would be desirable
• Experience with Alemba ITSM case management products, vFire and ASM would be desirable
• Coding language experience e.g. Python is desirable 
• Experience with integration webhooks, API is desirable 
• Power Apps development and support 

What we can offer you

When you join us, we can offer flexibility, career development, a choice of benefits and support that help you through all life’s ups and downs. It’s the reason why Investors in People put us among the top 1% of employers and we have a competitive reward and benefits program

• Career Development - Exceptional development and progression plan
• Pension – Generous Pension scheme which we will contribute to
• Holidays - Minimum 24 days holiday + Bank Holidays
• Choices - Our flexible benefits scheme is tailored by you, including buying additional annual leave, cycle2work scheme, charity giving and gym membership
• Save with Amey - Our online voucher portal gives you access to thousands of discounts from leading retailers to help you save on shopping, days out, or nights in. It includes healthcare, free GP service, dental vouchers
• Social Value - You’ll get 2 Community Involvement Days each year to volunteer for a charity of your choice and further opportunities to support fundraising initiatives

We embrace difference and support individuals to work in ways that work best for them.

We are committed to working sustainably and by working in partnership with the communities we serve, so people and the planet are protected.

Who is Amey?

• We are at the heart of modern Britain, helping the economy to grow by designing, maintaining and transforming the nation’s strategic assets.
• Our 11,000 people are behind the critical services the country relies on every day.
• Our unique engineering and operations experience, together with data driven insight from our consulting business, delivers better results for our clients.
• We are trusted partners of Government – both national and local – managing assets and complex projects that are vital to the sustainable growth of the country.

To find out more take a look at our website www.amey.co.uk

Appliaction Guidance 

Amey is committed to Inclusion and Diversity. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. Please contact our recruitment team at peopleservices@amey.co.uk to discuss any access needs, reasonable adjustments or additional support that may be required at any point during the recruitment process.

Apply today – We are excited to hear from you!

We reserve the right to close this vacancy before the closing date should we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

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