Job Title: Senior IT Remote Site Services Analyst
Location(s): Harlow or Glenrothes
Function: Information Technology
Summary of Role
Raytheon UK has an opportunity for an experienced IT Remote Site Services Analyst to join the Remote Site Services Team within the UK Information Technology function. The function will be highly visible to remote sites and key Programmes and will be responsible for the delivery of front line services as a key part of the face of IT, to successfully enable our expanding business and assure operational delivery of critical services.
The Senior IT Remote Site Services Analyst is a highly technical role and is responsible for day today support of IT systems and user support, but will also act as a point of technical escalation for colleagues and team members. The role will own incident resolution, problem investigation, servicing requests and technical project support within their area. The function is a key part of our highly visible ?shop front?, responsible for the delivery of front line services to remote sites.
?Organise, plan and execute upgrades or remediation activities ensuring critical remote site systems are maintained as appropriate.
?Proactively report, progress and close incident, problem and service request resolution through collaboration with supply side competency centres.
?Define and carry out a programme of daily/weekly/monthly checks and develop approaches to improve, streamline and automate the health status of the environment and associated reporting.
?Ensure IT services are delivered in a repeatable way that exceeds customer expectations, including the provision of progress and updates of any in-flight service requests.
?Maintain an overall understanding of all the business systems and applications within the remote sites.
?Collaborate with internal technical IT competency centres to document and define standards relating to remote site services.
?Organise and collaborate with other Remote Site Service Analysts to ensure that delivery of all IT services delivered from this function are highly responsive and communicative, effectively prioritised and timely.
?Identify and own improvements creating a culture of continuous improvement, simplification and automation that increases overall functional performance.
?Create, review and maintain appropriate process, system and support documentation for remote site services and service desk teams.
?Ensure appropriate OLAs & SLAs are adhered to within the scope and service of this role, overseeing diverse and complex customer service events that require drive and focus to resolve.
?Provide out of hours support as required.
?Ensure works are completed in line with all relevant Health and Safety policies and guidelines.
?Ensure IT services comply with IS assurance, governance and policies enabling operation with confidence
?Plan, agree and participate in scheduled BCP/DR exercises.
?Maintain consistently high levels of satisfaction.
?Influence locally based colleagues, creating trusted relationships and driving higher levels of engagement with our colleagues and customers.
?Support the effective transition of business change into business as usual operation ensuring minimal business impact.
?Support the development self service capability tools for the IT function such as help and support guides, FAQ?s, Wiki?s, etc.
?Deliver cross functional improvement projects were applicable utilising the Raytheon 6 Sigma methodology.
?Effectively manage team performance through delegation, development and performance management in line with Raytheon?s policies and procedures.
?Interface with technical IT competency centres for the purposes of complex incident resolution and / or technical project delivery.
?Carry out any other operational duties as reasonably required.
Demonstrable Skills and Levels - SFIA Foundation Definitions
?Autonomy - Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.
?Influence - Influences customers, suppliers and partners at account level. May have some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives.
?Complexity - Work includes a broad range of complex technical or professional activities, in a variety of contexts. Investigates, defines and resolves complex issues.
?Business Skills - Selects appropriately from applicable standards, methods, tools and applications. Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets. Rapidly absorbs new information and applies it effectively. Maintains an awareness of developing technologies and their application and takes some responsibility for driving own development.
?Experience of using Microsoft based enterprise tools such as Active Directory, SCCM, SCOM, SCEP and BitLocker
?Broad background and previous experience of supporting IT Remote Site Services environments including devices, networking, troubleshooting and IT project delivery.
?Previous experience providing 2nd & 3rd line IT Infrastructure support for key systems and services across a complex multinational business.
?Operates with minimal supervision, providing IT services at geographically dispersed sites within the UK.
?Demonstrated advanced knowledge of IT troubleshooting techniques, computing technologies and desktop support.
?Experience managing, leading and developing high performance service teams in complex regulated environments in multiple sectors, ideally security or defence.
?A champion of customer experience ensuring a consistent level of service is met through active management of service delivery resulting in a regular high net promoter score or equivalent.
?Proven track record in engaging with colleagues calmly and positively during challenging scenarios.
?Proven track record of ability to explain technical concepts in plain English to non-technical audiences.
?Demonstrated experience in preparing and managing of KPI reports and SLA metrics
?Strong knowledge of Service Desk call progression and Service Management software solutions.
?Demonstrable track record of service and process improvement.
?ITIL qualifications and practical application experience within a service centric organisation.
?Training and knowledge of health and Safety risk assessments, method statements and safe working practices.
?Bachelor?s degree in Information Technology, Engineering, Science, or Mathematics, although significant experience and track record with tertiary qualifications is acceptable.
?Willingness to travel to supported locations as required.