Job Description

Posted 1 week ago

Who is Amey?

We are at the heart of modern Britain, helping the economy to grow by designing, maintaining and transforming the nation’s strategic assets.
Our 11,000 people are behind the critical services the country relies on every day.
Our unique engineering and operations experience, together with data driven insight from our consulting business, delivers better results for our clients.
We are trusted partners of Government – both national and local – managing assets and complex projects that are vital to the sustainable growth of the country. Your New Role 

We have a fantastic opportunity for an ITSM/CRM Administration Analyst  to join our Group IT Team in Liverpool (Matchworks office). This role offers Hybrid working.

The IT Service Operations Teams are responsible for providing support to Amey IT Service Desk and the IT Infrastructure and Operations teams as a whole.

They provide technical advice and support in relation to all Group IT projects in aiding transition into business as usual (BAU) support via Service Acceptance for Service Operations. Working closely with the project teams, PFO, Service Design and Transitions teams to ensure smooth delivery from project to BAU so that support is in place for the Internal Amey customers to be able to contact IT for assistance and have the incident handled correctly by the Service Desk and if necessary the correct 2nd and 3rd line support teams

As well as supporting IT functions within Amey and the ITSM platform the team also support all business functions who use the shared Case Management platform from IT, HR and Group Shared Services as well as the end users out in the business who access and use the front end self service web portal (myGateway). The support of the platform is therefore more akin to a Enterprise level CRM tool rather than just a single are CRM or traditional ITSM tool.

The standard hours of work are based on 37.5 hours per week Monday – Friday.

You will be responsible for:

Helping build on our image as the friendly and approachable within IT teams
Providing outstanding customer service
Providing advice and assistance to our colleagues, partners and suppliers
Being the primary point of contact for Projects,
Working with project managers and Service Design and Transition Manager to facilitate transition and acceptance of projects into BAU support.
Providing guides for support of new projects as they are due to enter BAU which will be vetted and put into Knowledge base format by Senior Service Desk analyst who will then train these out the Service Desk.
Working with external suppliers/business partners to support and maintain operational readiness of Case Management tool used by Service Desk and the Wider Amey IT teams
Updating case management tool with new application services as projects transition to BAU to ensure faults can be raised against these
Creating and maintaining tier types with case management tool to reflect incident and service request types so incidents and requests can be accurately logged and reported on.  

Profile:

We want to hear from you if you have:

A minimum of 5 GCSEs’ or equivalent, grades A-C (including English and Mathematics
Previous experience working in a busy IT Operations Support environment.
Demonstrable experience of delivering outstanding customer service under pressure.
Experience supporting Case Management platforms – ITSM, CRM and/or ESM tool
ITIL v3 Foundation level qualification or higher
Prince 2 would be desirable
Experience with Alemba ITSM case management products, vFire and ASM would be desirable
Coding language experience e.g. Python
Experience with integration webhooks, API
Power Apps development and support