Mott Macdonald
A global engineering, management, and development consultancy delivering innovative solutions.
IT Analyst - Productivity Applications
Advanced support for Microsoft, ServiceNow and productivity apps, handling escalations.
Job Highlights
About the Role
The IT Analyst – Productivity Applications reports to the Team Lead – Productivity Applications and acts as the primary escalation point for Microsoft, ServiceNow and other productivity‑category applications. In this role you will deliver advanced troubleshooting, integration support and service enhancements to ensure a seamless experience for colleagues and maintain operational resilience across the organisation. • Provide expert‑level support for Microsoft applications, ServiceNow, and other productivity tools. • Act as primary escalation point, ensuring timely resolution and service continuity. • Deliver clear, empathetic, professional communication to customers. • Collaborate with Service Desk, Desktop Services and cross‑functional teams for escalation and knowledge sharing. • Document troubleshooting steps, resolutions and known issues accurately. • Identify recurring problems and implement long‑term reliability solutions. • Ensure compliance with SLAs, governance, security and audit requirements. • Support change control processes and work closely with the Change Manager. • Drive service enhancements and automation initiatives. • Troubleshoot ServiceNow permissions, data segregation, catalogue forms and workflows. • Take ownership and resolve complex issues independently. • Apply analytical thinking and sound decision‑making in challenging scenarios. • Collaborate across support tiers to foster knowledge sharing and continuity. • Maintain structured documentation and troubleshooting processes. • Meet SLA compliance for resolution and escalation. • Reduce Mean Time to Resolve (MTTR). • Ensure accurate and complete documentation. • Deliver changes and project milestones on time. • Increase adoption of automation and service improvements. • Maintain platform availability and resilience. • Produce knowledge artifacts.
Key Responsibilities
- ▸microsoft support
- ▸servicenow support
- ▸escalation
- ▸automation
- ▸sla compliance
- ▸documentation
What You Bring
• Own ServiceNow components within the Productivity Applications portfolio. • Communicate clearly, empathetically and professionally under pressure. • Achieve high Customer Satisfaction (CSAT) scores. • Experience supporting ServiceNow modules and/or Microsoft products. • In‑depth experience in an IT service or applications team. • Strong communication and interpersonal skills; calm under pressure. • Ability to work independently and prioritize tasks effectively. • Attention to detail when recording information and sharing knowledge. • Awareness of security best practices and commitment to data security. • Proactive attitude toward learning and professional development. • Understanding of IT Operations environment and ITIL (Tier 1‑4). • Experience in complex, matrixed organisations with global teams. • Relevant ServiceNow or Microsoft certifications. • Relevant degree (BE/BTech/MCA) or equivalent. • MCSA, MCSE or Office 365 certification. • ITIL V4 Foundation certification.
Requirements
- ▸servicenow
- ▸microsoft
- ▸itil
- ▸mcsa
- ▸mcse
- ▸btech
Benefits
• Agile and flexible working arrangements. • Critical illness and compassionate leave. • Paternity leave. • Group term life and medical insurance coverage. • Career mobility options. • Short‑ and long‑term global employment opportunities.
Work Environment
Office Full-Time