Support Analyst

Support Analyst

Atkins is one of the world’s most respected design, engineering and project management consultancies. We build long-term trusted partnerships to create a world where lives are enriched through the implementation of our ideas

Atkins has recently defined a “One Atkins 2020” Organizational strategy. To support this strategy, GIS has defined an operating model for 2020 to revolutionize the way GIS is provided to the organization, moving from a BAU focus to a Business Value driven organization.
 
Key concepts include: moving to digital products, adopting agile across the organization, leveraging cloud, and focus on supporting bid and delivery.
 
The People and Business Operations agenda includes a unique opportunity to introduce innovative digital products.  In order for Atkins to stay ahead of its competitors we need a suite of digital products and services that will meet the ONE Atkins 2020 vision.  Working collaboratively with the People and Business Operations community you will be bring the creativity, technical knowledge and commercial acumen to create and manage new products and improve products which are key to our overall strategy.

Key Deliverables/Responsibilities
• Manage incident and request queues in line with defined SLAs
• Support the Product Managers and Specialists with configuration where required
• Work with Global Services to equip them for 1st and some 2nd level support, and to ensure seamless handover of higher levels of support
• Keep customers informed on status and progress of incidents and requests
• Proactively recommend Product improvements
• Ensure fixes are fed back to Global Services and incorporated into their knowledge base to aid first line fix rates
• Record all incidents within the work management system
• Achieve team and individual targets (SLAs and KPIs)
Essential
• Excellent customer service skills (Strong business focus and stakeholder engagement skills)
• Strong analytical skills with a precise problem solving approach to work
• Experience of working in a high pressure environment
• Experience writing SQL queries against databases to retrieve/update data
• Experience working on IIS, ASP.net applications
• Knowledge of SQL Server scripting/procedures would be beneficial.
• Excellent communication skills (both written and verbal)
• Solid written English skills (including report writing)
• Ability to build relationships and communicate at all levels
• Ability to build and maintain efficient working relationships in a team based environment
• Experience of working in a global team, interacting with team members around the world
• Proven ability to deliver continual service improvement
• Ability to share technical knowledge and support colleagues
• Organized with meticulous attention to detail
• Professional and target driven
• Autonomous with an ability to make decisions
• Experience of working to and exceeding targets (SLAs and KPIs)
• Experience of working within a multi-cultural environment
• Experience of working in a fast moving and changing large enterprise IT environment

Behavioral Competencies

We’re bold…
• We use our curiosity, innovation and creativity to solve problems in cool ways
• We’re confident in our knowledge and technical expertise
 
We’re proactive…
• We seek out opportunities, and really listen to our customers’ problems
• We work together in a dynamic and agile way to make change happen quickly
 
We’re experimenters …
• We’re not afraid to try different ways of doing things
• We’re champions for new ideas and tools
 
We're trusted…
• Building close, trusted partnerships really matters to us
• We solve problems together with the business, working openly and honestly 
• We share our knowledge and work in collaborative ways, joining together for the best results