Operations Support Analyst

• End to end management of Data & Analytics support related incidents, problems, access requests, service requests within the Service Management lifecycle
• Operating under agreed service metrics (KPI's), working in a fast paced environment to triage / resolve support tickets within service metric targets
• Working with the development teams to assess, investigate and implement resolutions to complex Data & Analytics related incidents
• Author, share & utilise knowledge-based articles for both internal staff and customers in order to reduce the throughput of service related incidents & service requests
• Monitor service event alerts (Interface jobs, triggers, caches) in accordance with Event Management process
• Support regular service reviews to report on service performance to our customers
• Support the Release & Deployment process to ensure the Entry into Service criteria's are being met whilst maintaining a stable production service, As a Data & Analytics (D&A) Service Desk Analyst, you will reside within the D&A Service Operations Team (BAU Support Team) and will provide support to customers under an ITIL Service Management framework.

Working within a dynamic, fast paced, customer focused Data & Analytics environment, you will be responsible for providing support to customers using Service Management practises.

Do you have experience in Visio?, * Experience in working within a fast paced IT Service desk environment, under an ITIL framework

• Exceptional Incident, Problem Management skills with the ability to investigate trends, identify root causes, suggesting and applying solutions to resolve issues
• Experience in authoring, sharing and utilising technical documentation and knowledge base articles
• Understanding the importance of service metrics (SLA's, KPI's etc.) and experience in working in a fast paced environment under response & resolution time metrics
• Active Directory - User / Group account administration within Active Directory domain (Standard tool used across service desk)
• MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)

Desirable:

• Microsoft SQL Server, including writing SQL database queries and understanding and following through complex SQL to establish the root cause of issues
• Experience within the Data & Analytics applications, platforms, services
• ITIL Certified / proven experience

Salary: Circa £37,000+ depending on skills and experience, As well as a competitive pension scheme, BAE Systems also offers employee share plans, an extensive range of flexible discounted health, wellbeing and lifestyle benefits, including a green car scheme, private health plans and shopping discounts - you may also be eligible for an annual incentive.

Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation. All applicants must as a minimum achieve Baseline Personnel Security Standard. Many roles also require higher levels of National Security Vetting where applicants must typically have 5 to 10 years of continuous residency in the UK depending on the vetting level required for the role, to allow for meaningful security vetting checks.