Job Title: IT Remote Site Services Analyst
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 IT Site Services Analyst is responsible for the day to day IT support for all users across Raytheon UK. The IT Remote Site Services Analyst will own reporting of incidents, problems and requests through to a successful resolution 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.
?Ensures IT services are delivered in a repeatable way that exceeds customer expectations, maintaining consistent high levels of satisfaction.
?Maintains an overall understanding of all the business systems and applications with the remote site user base.
?Teams 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.
?Participates in continuous improvement, simplification and automation to support efficiency and collaboration across the IT team.
?Proactively report and progress incident and problem resolution and service request handling through collaboration with supply side competency centres.
?Create and maintain appropriate system documentation and support procedures.
?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.
?Perform out of hours as part of an on call team.
?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 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.
?Participate in scheduled BCP/DR exercises.
?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.
?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.
?High levels of hands-on experience with enterprise technologies such as Active directory, SCOM, SCEP, Xendesktop and Appsense to support colleagues across the enterprise.
?Experience of supporting various types of business systems, using technical tools as appropriate to perform and automate tasks e.g. monitoring, backup/restore
?Demonstrated advanced knowledge of IT troubleshooting techniques, computing technologies and desktop support.
?Previous experience within IT environments including operation, project delivery and troubleshooting across user devices, servers and networking.
?Previous experience providing 2nd & 3rd line IT Infrastructure support for key systems and services across a multi-site business or environment.
?A champion of customer experience ensuring a consistent level of service is delivered
?Proven track record in engaging with colleagues calmly and positively during challenging scenarios and an ability to explain technical concepts in plain English to non-technical audiences.
?Training and knowledge of health and Safety risk assessments, method statements and safe working practices.
?ITIL qualifications and practical application experience within a service centric organisation.
?Excellent communication skills - written, verbal, presentation and influencing, at all levels within an organisation.
?Operates with minimal supervision, providing IT services at geographically dispersed sites within the UK.
?Strong knowledge of Service Desk call progression, owning incidents until resolved and Service Management software solutions..
?Willingness to travel to supported locations as required.
?SC cleared or the ability to become SC cleared.
?IT technical certifications (Microsoft, CompTIA A+, Cisco, Citrix etc)
?Bachelor?s degree in Information Technology, Engineering, Science, or Mathematics, although significant experience and track record with tertiary qualifications is acceptable.
?Experience working in complex regulated environments, ideally cyber, security or defence.
?Demonstrable track record of service and process improvement.
?Experience of service desk tool sets, specifically ServiceNow