IT Analyst - Project Applications

Mott MacDonald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future. We are a team of over 20,000 experts working across the world in more than 50 countries. We are proud to be part of an ever-changing global industry, delivering transformative work that’s defining our future. It’s our people who power that performance. As an employee-owned business, we invest in creating a space for everyone to feel safe and valued and empowered with the right tools and support.  Whether you want to pursue excellence in your specialism or broaden your experience with flexible roles across our business, you’ll be connected to a community of global experts championing you to be your best. Join us and shape your story with Mott MacDonald, where everyone has the opportunity to be brilliant .     Job Description:   Working closely with the 4th line Project Applications team, you will help to resolve incidents, problems and assist with implementing change.    This role will be based in one of our Global IT Operations Centre based in Newcastle. The Project Applications Team play a pivotal role in ensuring that our Project applications perform to a high level while adhering to Mott MacDonald's policies and procedures.     Key duties and responsibilities include:     Provide support to Project Applications team.   Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication.   Work closely with the wider Applications teams, helping to define support requirements and improvements across Project Applications services.    Act as a technical support analyst within the team - for complex support issues and critical situations in the owned technology areas.   Assists in improving the Project Applications team, proposes and drives forward improvement initiatives   Identify problems through analysing incident patterns and suggest enhancements to continually improve our services.   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.   Knowledge of standard software used in engineering design and how they interact with other programs or peripherals.   Excellent verbal and written English communication skills.    Exceptional customer service skills.   Experience in a service desk support role, ideally working to SLAs.   Experience delivering technical support in an engineering environment using Autodesk and Bentley products.     Desirable:     Knowledge of ITIL Service Management best practices, ITIL V3/V4.    Experience of using PowerShell   Experience in ServiceNow or similar ITSM Tools   Support CDE Services such as ProjectWise and BIM suites.   Experience of working in a global organisation.     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.       Flexible working At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.   Our benefits package is designed to enhance your experience: Agile working Critical illness and compassionate leave Paternity Leave Group term life insurance, and Group medical insurance coverage Career mobility options Short and Long-term global employment opportunities Global collaboration and knowledge sharing