Skills

Communication Problem Solving ServiceNow DevOps Problem-solving Architecture Organization Project Management Operations Management

Job Specifications

Location/s: Newcastle

Recruiter contact: Nikki George

Hiring manager contact: Chris Gray

Mott MacDonald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.

We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance - we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.

Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you're surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee-owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued. Whatever your ambition, Mott MacDonald is where people come to be brilliant.

About The business unit

Mott MacDonald's support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practice and technology to all areas of our business specifically designed for our global reach.

Working as a IT Service Analyst you will be the first point of contact for all employees seeking to resolve IT issues within the platform. Speedy and intelligent resolution of IT incidents is the key to ensuring that Mott MacDonald can deliver on its promises to its clients.

Key Duties And Responsibilities Include

Provide a single point of contact for our employees and confidence that we are actively addressing their IT issues.
Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication.
Provide clear updates in the IT Service Management Tool (Service Now) to enable us to work seamlessly across teams and time zones to provide a frictionless experience for our employees.
Continually update the knowledge base to reduce resolution times for future incidents.
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.

Essential

Providing product ownership as a subject matter expert for products in the portfolio of services provided by the Productivity Applications Team, with an emphasis on the components of the ServiceNow product.
To take ownership of selected products and services within the ServiceNow portfolio and develop long-term strategies for those services.
Proactively seek out information from the ServiceNow Community to ensure that we are aware of the roadmap for the ServiceNow product suite.
Ensure compliance with Mott MacDonald standards, policies, and regulations. To work effectively with the Change Manager to ensure change does not happen outside of the Change Control process.
In-depth experience of working in an IT Service Desk or Applications team.
Broad knowledge of Productivity Applications, especially ServiceNow components, including but not limited to:
IT Service Management
IT Operations Management
IT Asset Management
ServiceNow DevOps
IT Workflows
Employee Workflows
Experience of IT service management processes

Desirable

Good experience in a Productivity Applications team as part of a multinational organisation

Experience Of ServiceNow, In Particular

Architecture
Licensing
Permissions
Data segregation
Experience of ServiceNow modules, in particular:
Incident
Task
Problem
Change
Membership of the ServiceNow Community or similar vendor organization
Experience in product or service ownership
Experience in being a subject matter expert for a product or service
Basic Project Management skills
Basic Business Analysis skills
Application development skills
ServiceNow certifications

Formal Education & Certificates

MCSA or MCSE or relevant certification in Microsoft Office 365 is desirable
Business Analysis Diploma or equivalent is desirable
PRINCE 2 Foundation level is desirable
ITIL V3 foundation is desirable
ServiceNow Administrator Certification

Personal Attributes

Excellent English communication skills - verbal and written.
Excellent interpersonal skills.
A motivated team player to work as part of the team to meet deadlines.
Superior analytical, evaluative, and problem-solving abilities.
Logical and analytical approach to problem solving and finding solutions.
Ability to multi-task and prioritize when under pressure with proven track record in achieving SLAs.

About the Company

Mott MacDonald is an employee-owned engineering, development and management consultancy, with more than 20,000 people in over 50 countries. We plan, design, deliver and maintain the transport, energy, water, buildings and wider infrastructure that is integral to people’s daily lives. Our core strength is using our expertise to overcome complex challenges, for the benefit of our clients and the communities they serve. This infrastructure connects new and existing communities, it improves access to a wider range of amenities ... Know more