D&A Service Desk Analyst

Job Title: D&A Support Analyst

Location: Preston. We offer a range of hybrid and flexible working arrangements ?" please speak to your recruiter about the options for this particular role.

Salary: £40,000+ depending on skills and experience

What you’ll be doing:

• E2E 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 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 the Release & Deployment process to ensure the Entry into Service criteria is being met whilst maintaining a stable production service

  Your skills and experiences:

  Essential:

  • 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
  • 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
  • Customer service experience, good relationship building, influencing and negotiating skills

    Desirable:

    • Microsoft SQL Server or other similar experience
    • Experience within the Data & Analytics applications, platforms, services
    • ITIL Certified / proven experience

      Benefits:

      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.

      The Data & Analytics (D&A) team:

      As a Data & Analytics (D&A) Support 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, Data & Analytics environment, you will be responsible for providing support to customers using the following Service Management practises. Incident Management, Problem Management, Security & Access Management, Event Management and Service Request Management.

      Below are a few examples of the technologies currently supported within the D&A organisation.

      Tableau, Alteryx, IBM Cognos Analytics, IBM Planning Analytics, SQL Server, TIBCO Data Virtualisation etc.

      Why BAE Systems?

      This is a place where you’ll be able to make a real difference. You’ll be part of an inclusive culture that values diversity, rewards integrity, and merit, and where you’ll be empowered to fulfil your potential. We welcome candidates from all backgrounds and particularly from sections of the community who are currently underrepresented within our industry, including women, ethnic minorities, people with disabilities and LGBTQ+ individuals. We also want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.

      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.

      Closing Date: 24th March 2025

      We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

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