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IT Analyst - Microsoft Applications
Mott Macdonald
First‑line IT support and ServiceNow product ownership to resolve employee issues.
14d ago
Intermediate (4-7 years), Experienced (8-12 years), Junior (1-3 years)
Full Time
Newcastle Upon Tyne, England, United Kingdom
Office Full-Time
Company Size
17,000 Employees
Service Specialisms
Engineering
Consulting
Project Management
Architecture
Design
Construction services
Infrastructure
Sustainability
Sector Specialisms
Engineering
Architecture
Bridges
Building services
Building structures
Dams and reservoirs
Geotechnics
Industrialized design and construction
Role
What you would be doing
compliance management
servicenow ownership
incident resolution
knowledge base
customer experience
change control
- 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.
- Ensure the IT solutions we deliver comply with Mott MacDonald standards, policies and any regulation; this includes adhering to our internal governance.
- Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication.
- 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.
- Understand the critical needs of the business and escalate urgent issues to minimise the impact to the business and employee productivity.
- 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.
- Provide a single point of contact for our employees and confidence that we are actively addressing their IT issues.
- 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.
- Proactively seek out information from the ServiceNow Community to ensure that we are aware of the roadmap for the ServiceNow product suite.
What you bring
servicenow
servicenow admin
mcsa
itil v3
prince2
business analysis
- Basic Project Management skills
- Excellent English communication skills – verbal and written.
- Broad knowledge of Productivity Applications, especially ServiceNow components, including but not limited to:
- Logical and analytical approach to problem solving and finding solutions.
- ServiceNow Administrator Certification
- MCSA or MCSE or relevant certification in Microsoft Office 365 is desirable
- Membership of the ServiceNow Community or similar vendor organization
- ITIL V3 foundation is desirable
- Business Analysis Diploma or equivalent is desirable
- Basic Business Analysis skills
- Ability to multi-task and prioritize when under pressure with proven track record in achieving SLAs.
- Excellent interpersonal skills.
- Application development skills
- Experience of ServiceNow modules, in particular:
- Superior analytical, evaluative, and problem-solving abilities.
- PRINCE 2 Foundation level is desirable
- Good experience in a Productivity Applications team as part of a multinational organisation
- ServiceNow certifications
- In-depth experience of working in an IT Service Desk or Applications team.
- Experience of IT service management processes
- Experience in being a subject matter expert for a product or service
- Experience in product or service ownership
- Our income protection scheme provides a financial benefit, as well as absence and return to work support due to long-term illness or injury.
- Enhanced family leave policies, including 26 weeks paid maternity and adoption leave, and two weeks paid paternity/partner leave.
- Ability to flex your salary to opt into a wide range of health benefits, many of which can be extended to your family too.
- A minimum of 33-35 days holiday each year, inclusive of public holidays and dependent on level, with the ability to buy or sell leave through our flexible benefits programme.
- Primary annual professional institution subscription.
- We match employee pension contributions between 4.5% and 7%.
- Up to five additional days leave are provided for those with significant caring responsibilities, two of which are paid.
- Access to Peppy, providing free support from menopause experts for all UK colleagues.
- Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing.
- As an independently owned business we share the financial success of the business with all our colleagues in various ways including annual bonus schemes.
- A variety of wellbeing support is available through our comprehensive wellbeing program, including access for you and your family.
- Holiday entitlement increased to a minimum of 35 days after 5 years’ service.
- Variety of employee saving schemes and discounts from high-street retailers.
- Our shared parental leave matches maternity leave meaning we pay up to 24 weeks at full pay.
- Private medical insurance for all UK colleagues.
- Life assurance equal up to 4 x your basic salary, with an option to increase the level of cover to 6 x your salary.
- Health cash plan to support you with every day health costs and treatments.
- A broad range of opportunities to enhance both technical and soft skills through mentoring, formal training, and self-development options.
Information not given or found
Interview process
Information not given or found
Visa Sponsorship- mott macdonald does not sponsor skilled worker visas.
- applicants must be eligible for alternative uk immigration routes that do not require sponsorship.
Information not given or found
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Company
Overview
1989 Founded
Company Establishment
The company was established in 1989, marking the beginning of its journey in global engineering and consulting.
150+ Countries
Global Presence
The company operates in over 150 countries, showcasing its extensive reach and international influence.
- Delivering complex projects that require both technical expertise and strategic vision.
- Design of major infrastructure and transport systems.
- Specializing in sustainable solutions to address challenges and capitalize on opportunities.
- History built on innovation and forward-thinking engineering, consistently delivering impactful results.
- We are one global team.
- We strive to make a positive difference.
- We value people and their contributions.
- We act with integrity and respect.
- We are committed to innovation and excellence.
- We take responsibility for our actions.
2050
Net Zero by 2050
Aiming to achieve net zero carbon emissions globally.
30%
Carbon Emissions Reduction
Targets a 30% reduction in operational carbon emissions globally.
- Committed to reducing carbon emissions globally.
- Aims to embed sustainability throughout its operations.
- Committed to contributing to UN Sustainable Development Goals.
50:50 by 2025
Gender Balance Target
Strives to achieve equal representation of men and women across all levels of the organization by 2025.
- Focuses on increasing the number of women in leadership roles.
- Tracks and publishes gender diversity data for its global workforce.
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