Senior User Provisioning 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: Senior User Provisioning Analyst

The User Provisioning team manages the lifecycle of all accounts, data, and system access within the EDPM/Atkins Computing Environment (ACE) including Group Finance, HR Systems and other hosted systems globally. 

The team works closely with the Global Service Desk, a multi-skilled team which also deals with transactional requests, allowing flexibility of resource provision and provision of a ‘can do’ service for our customers. The Senior User Provisioning Analyst reports to the Service Delivery – User Provisioning Manager.

Key Deliverables/Responsibilities:

• Processes transactional User Provisioning tasks in accordance with documented and audited processes with 100% accuracy.
• Supports team leads in the drive to deliver on automation initiatives and achieve continuous service improvement.
• Assists in defining, documenting, improving, automating and streamlining processes.
• Liaises with Project Managers as required to ensure project assistance and the smooth transition of new services into existing processes.
• Provides resolution for Incidents of varying complexity and Requests and ensures knowledge transfer to L2 and Global Service Desk teams.
• Responds to all Incidents and Requests according to defined SLAs, ensures 100% accuracy and customer satisfaction.
• Assists with training of staff internal/external to team globally.

Additional Senior Analyst Deliverables/Responsibilities:

• Supervises the UP team and act as a key point of contact.
• Proactive management of the User Provisioning queue, including dispatch of Incidents and Tasks between the team members.
• Escalations/chases.
• Ensures proactive follow up/ownership for appropriate and timely resolution.
• Identification of, and liaison with, appropriate colleague(s).
• Regular communication with impacted user(s).
• Monthly report ownership.
• Works on improved format – ongoing.
• Works with team to collate monthly statistics and updates about key deliverables, progress etc for review by User Provisioning Manager.
• Submits final report.
• Monthly Customer Satisfaction (CSAT) feedback review.
• Follows up on negative feedback.
• Liaises with support staff and users.
• Identifies Improvements to processes.
• Shares positive feedback on the UP Teams site.
• Twice-yearly review of ServiceNow Quick Messages.
• Checks links and content/wording.
• Identifies if more information needs to be included.
• Key source of information will be CSAT feedback.
• Manages UP team meetings, working with team colleagues.
• Schedules meetings.
• Organises attendance.
• Defines and publishes agenda.
• Manages UP representation at key meetings including weekly CAB, OLT.
• Ensures appropriate knowledge and information from these meetings is shared with the team.
• Works with team to identify issues to be raised at these meetings.
• Identifies and highlights areas that require focus e.g. high volume, repeated or ongoing issues.
• Defines new processes and actions required to ensure good user experience.
• Works with other teams e.g. Automation, Problem Management.
• Manages catalogue Request items.
• Key sources of information will be CSAT feedback, chases, complaints and meetings.
• Supports identification and delivery of responses to User Provisioning audit actions and reviews.
• Knowledge content management – creates, owns, reviews, updates, republishes and retires.
• Knowledgebase articles; manages SharePoint and Teams site content e.g. documentation.

Experience and competencies:

Essential:

• Commitment to IT Services transformation strategy.
• ITIL v4 Foundation.
• Experience of working in a high-pressure environment.
• Excellent understanding of how IT delivers services to the AtkinsRéalis business.
• Experience of IS work management systems, ideally ServiceNow.
• Proven track record in meeting SLAs.
• Enthusiasm and dedication to drive improvement/change.
• Customer-focused.
• Ability to build and maintain efficient working relationships.
• Process-orientated with a methodical and planned approach to achieving goals.
• Strong analytical skills.
• Meticulous attention to detail.
• Confidence and professionalism.
• Skilled in communication, teamwork, collaboration, and relationship-building at all levels, across organisational and cultural boundaries.
• Independent, decisive, ‘can do’ approach.
• Strong people and performance management skills.
• Client, requirements-focused orientation.
• Determination, pro-activity, and drive for results.

Desirable:

• ITIL v4 Service Operation.
• Experience of working in a multi-cultural environment.
• Experience working in a fast-moving and changing large enterprise IT environment.
• Proven experience in delivering process efficiencies and improvements.
• Ability to build and maintain efficient working relationships with remote teams.
• Ability to plan, prioritise and complete your 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.