Systems Administrator

• Provide support and guidance to the users of our systems, internal and external, including triage, problem analysis, resolution and training.
• Manage customer contacts via multiple sources e.g. ticket platform, telephone, email, live chat.
• Maintain accurate support logs, including assigning and escalating tickets with other teams and suppliers where required.
• Perform account administration in regard to system access, security and licence limitations.
• Produce and co-ordinate user and system communications.
• Maintain and update reference data for a set of applications, both regular and bulk data changes and uploads, to preserve and promote their accuracy, completeness and integrity.
• Process the creation, transfer and validation of data to and between systems.
• Maintain up-to-date knowledgebase articles for both technical support teams and end user guidance.
• Monitor and report on system performance, availability, and usage.
• Provide support with the identification and implementation of new systems, enhancements and continuous improvements to existing systems, including conducting user acceptance testing.

Do you have experience in Supply chain?, Good communication skills (written and verbal) and attention to detail

Customer-focused approach within a shared services environment

The ability to communicate with stakeholders at all levels

Strong analytical, critical thinking, and problem-solving skills

Ability to manage multiple work streams and prioritise effectively

Proactive approach to learning, with the ability to quickly grasp new skills and concepts and adapt to evolving technologies and business needs

Skills and Knowledge

Essential

• High level of IT literacy, including handling and manipulating data (queries, pivot tables, charts)
• Experience of supporting web-based applications
• Experience of working in a business support environment
• Experience in a technical or systems-related environment
• Experience with Salesforce, Azure, SQL

Desirable:

• Knowledge of business processes (supply chain, logistics, commercial, procurement, asset management)
• Relevant ICT qualifications or certifications demonstrating technical competency

Join us and make a real impact on Scotland’s infrastructure, helping to shape the future of our railway network.

You’ll be at the heart of projects that keep Scotland moving - literally. With every contract you manage you’ll be helping to shape a safer, more efficient railway for communities across the country.

Join a team that thrives on unlocking efficiencies through imaginative, forward-thinking collaboration with the supply chain and we’ll ensure you’re supported and mentored every step of the way as you pursue your personal development goals, including achieving chartered status with RICS, or an equivalent professional body.

At Network Rail, our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We’re an organisation where people matter. Watch our video to find out more!

Scotland’s Railway is part of this large family, and it covers a large geographical area from the Borders to Thurso at the far tip of the North East of Scotland, accounting for almost 20 per cent of the UK rail network. We provide rapid access along busy commuter routes to our seven cities, servicing the varied needs of our business and leisure commuter services, including cross border services and rural services. We have up to 50 freight services operating every day and we are steadily building capacity for this to grow. Our ambition to be responsive to passengers and freight users, drives us every day and we’re empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.

Our colleagues are encouraged to work flexibly as we know that busy lives don’t always fit around a traditional working pattern, if you need flexibility to complete your role just let us know and we will do our upmost to help you to invest in your career with us while balancing other aspects of your life., An exciting opportunity to be part of the team who support Network Rail by being at the forefront of delivering seamless technical and operational support, ensuring a smooth and effective experience for both internal and external users across a diverse range of applications.