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May 2, 2019 | Comments Off on ITAC Analyst
Title: ITAC Analyst
Salary and benefits: A competitive salary, 26 days annual leave, Matched pension scheme - Up to 7.5%, x2 Share Schemes, Numerous retail discounts
Location: Birmingham
Business Area: Strategic Highways - Area 9
Introduction:
Kier Highways design roads, bridges and intelligent transport systems (ITS), covering strategic and nationally important roads, as well as local roads serving local communities. Our projects range from major improvements to complete renewals of roads and structures. With specialist teams, we manage complex works from conception through to handover at the end of maintenance periods.
Key Responsibilities:
Be part of a step change in the delivery of technology maintenance services, bringing them in line with Kier and Highways England's aspirations.
Operate as a 1st line escalation point field engineering support, and complex problems received via the Service Desk.
Process Service Desk & system error messages
Work closely with stakeholders, and customers to ensure that internal systems and tooling are working optimally.
Discover, Diagnose, Notify/Prioritise, Allocate to Field Engineering, Rectify, and Close incidents (Fault Tickets) with field engineering as part of an overall Fault Management Process.
To assist when required in the processing the faults.
To obtain a thorough knowledge of new technology systems on the motorway / trunk road network.
To have or obtain a thorough working knowledge of the ITAC team systems and tooling, Halogen and other systems utilised to monitor the clients technology assets.
To gain a detailed knowledge of the contract and service level requirements.
Able to implement procedures and to monitor the performance of others under their control.
To investigate faults from field operations and technology engineers and report findings.
Work with the technology operations manager(s) to assist in developing the maintenance requirements plan.
Enthusiastically identify early opportunities and highlight them to management to the benefit of Kier and their customers.
Collaborate with key supply chain partners, other areas of Kier and with our client to deliver exceptional service levels to customers. Ensure this collaboration takes place on their shifts.
Be responsible for delivering elements of the maintenance requirements plan assigned to them.
Adopt a forward-thinking approach by identifying potential innovative techniques and products for the delivery of technology maintenance. Highlight these to management.
Key Skills and Qualifications:
Strong customer service orientation.
Experience in an Technical Operations Centre (TOC) / Network Operations Centre (NOC) engineer/analysis type role.
Accurate / analytical eye for quality and detail.
Good communication skills - both written and oral.
I.T. literate - expert level in Microsoft Office packages.
Ability to adapt and change (either via self-learning or certified) Business Intelligence systems
Ability to deal confidently with people at all levels of the organisation.
Excellent experience of operating within a TOC/NOC team
A good working knowledge of ITIL principles
Desire to work collaboratively to find the root cause of issues and deliver a proactive maintenance approach.
Ability to learn and keep up to date with changes in highways technology standards and required statutory legislation.
Either via a proven track record with equivalent qualification, and/or: A Telecommunications/Network Engineering/Data Scientist/Analytical Degree
About Kier:
Make the journey. Leave a legacy.
Being part of Kier means living our values of being
collaborative,
enthusiastic and
forward thinking. We all have the potential to shape our world, and it's through these values that we will leave a lasting legacy. Bring your talent and ambition to Kier and you will be given the scope and opportunity to invest in your own future, to build your expertise and contribute to a rich and diverse culture.
Kier is an inclusive employer. Let's shape your world together.