Advanced User Support Analyst

We’re AtkinsRéalis, a world class Engineering Services and Nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. Created by the integration of long-standing organizations dating back to 1911, we are a world-leading professional services company dedicated to engineering a better future for our planet and its people. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in key strategic sectors.

News and information are available at www.atkinsrealis.com or follow us on LinkedIn. 

Our teams take great pride in delivering some of the world’s most prestigious projects. This success is driven by our talented people, whose diverse perspectives, expertise, and knowledge set us apart. Join us and you'll be part of our genuinely collaborative environment, where everyone is supported to make the most of their talents and expertise.

When it comes to work-life balance, AtkinsRéalis is a great place to be. So, let's discuss how our flexible and remote working policies can support your priorities. We're passionate about are work while valuing each other equally. So, ask us about some of our recent pledges for Women's Equality and being a 'Disability Confident' and 'Inclusive Employer’.

Job Description:

Title – Advanced User Support Analyst

Reports to Service Delivery – Application Lifecycle, AUS and Patching Lead

With more experience, better understanding of issues, enhanced troubleshooting skills, and fewer SLA-related time constraints than Global Service Desk colleagues, the AUS analyst is expected to work on day-to-day Application Support, monitoring, license configuration, management tasks and incidents

Key activities are to investigate, analyse and troubleshoot issues; follow the guidance in Knowledgebase articles to restore service; route incidents through the SME network; take ownership of incidents; and ensure fixes are documented to be handed over to L1 support teams.  As such, the analyst:

• Provides an enhanced - faster, and business-engaged - service to AtkinsRéalis
• Improves customer satisfaction
• Reduces cost by containing support activity within Service Delivery

Key responsibilities:

• Monitor, maintain and upgrade applications on the servers.
• Create reports on License usage based on logs generated by Application setup. Configure and support 3-tier architecture-based applications.
• Aim for 100% customer satisfaction and client-focused delivery.
• Manage application-related incidents and requests according to defined SLAs and ensure 100% adherence to the incident and request best practice guidelines.
• Ensure new first and second-line fixes are documented, fed back and incorporated into the Knowledgebase to increase L1 fix rates.
• Actively support the removal of single points of failure and drive automated and Level 0/self service support processes.
• Provide knowledge transfer and training to the Global Service Desk.
• Liaise with software vendors where required to provide triage support for user incidents.
• Coordinate responses to high-priority incidents, escalations and support of the significant incident process where required.

Experience:

Essential:

• Good knowledge of Windows server 2016/2019.
• Good knowledge of SCOM – System Center Operations Manager.
• Good understanding of powershell and ability to use it for automation.
• Expertise in resolving application network licensing and standalone license configurations.
• ITIL v4 Foundation and knowledge of ITIL Service Operation.
• At least two years of hands-on experience in ITIL Service.
• Management principles and processes.
• Exceptional timekeeping and time management.
• Excellent customer service skills, strong business focus and stakeholder engagement skills.
• Solid written and verbal communications skills, including report writing and technical documentation.
• Solid technical knowledge of enterprise IT environments.
• Ability to build positive, cooperative relationships and communicate at all levels with other groups and departments.
• Knowledge of IS work management systems, ideally ServiceNow.

Good to have:

• Experience working in a multicultural and international environment.
• Experience working on SQL servers, need to know advanced SQL querying.
• Knowledge on Application logs and crash log analysis.

Competencies:

Role-specific:

• Excellent telephone manner.
• Ability to work unsupervised and as part of a team, and to assess and prioritise work.
• Good organisational knowledge, attention to detail and listening skills.
• Reliable, flexible, adaptable and innovative approach.
• Able to remain calm under pressure.

Behavioural:

• Proven experience of in delivering process efficiencies and improvements.
• Clear and fluent English (both verbal and written).
• Ability to build and maintain efficient working relationships with remote teams.
• Demonstrate ability to take ownership of and accountability for relevant products and services.
• Ability to plan, prioritise and complete your own work, whilst remaining a team player.
• Willingness to engage with and work in other technologies.

What We Can Offer You:

• Varied, interesting and meaningful work.
• A hybrid working environment with flexibility and great opportunities.
• Opportunities for training and, as the team grows, career progression or sideways moves.
• An opportunity to work within a large global multi-disciplinary consultancy on a mission to change the ways we approach business as usual.

Why work for AtkinsRéalis?

We at AtkinsRéalis are committed to developing its people both personally and professionally. Our colleagues have the advantage of access to a high ranging training portfolio and development activities designed to help make the best of individual’s abilities and talents. We also actively support staff in achieving corporate membership of relevant institutions.

Meeting Your Needs:

To help you get the most out of life in and outside of work, we offer employees ‘Total Reward’.
Making sure you're supported is important to us. So, if you identify as having a disability, tell us ahead of your interview, and we’ll discuss any adjustments you might need.

Additional Information:

We are an equal opportunity, drug-free employer committed to promoting a diverse and inclusive community - a place where we can all be ourselves, thrive and develop. To help embed inclusion for all, from day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements and employee networks to support staff from different backgrounds. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.

We care about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.

Link: Equality, diversity & inclusion | Atkins India (atkinsrealis.com)

At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.