Job Title: Service Management Analyst (Fixed Term Contract, 6 Months)
Location: United Kingdom (Remote with office access)
As an Arcadian, you already help us deliver world leading sustainable design, engineering, and consultancy solutions for natural and built assets. You are part of our global business comprising 36,000 people, in over 70 countries, dedicated to improving quality of life.
Everyone has an important role to play. With the power of many curious minds, together we can continue to solve the world’s most complex challenges and deliver more impact together.
Role description:
A Service Management Analyst (SMA) is a support role within Gen’s Solutions Domain. Working closely with the Customer Service and Support Director and experienced Support teams within the business, you will be a key contributor to customer support delivery and governance.
The SMA role will provide a great insight into product support management and governance within a busy software business.
As with all employees, it is expected that you will uphold the Arcadis Gen Way within the wider company, striving for excellence in all elements of your work.
Role accountabilities:
- Prepare and maintain dashboard information for the Support Team Management.
- Prepare monthly Support performance reports for the governance process.
- Set up and regularly update support office folios.
- Prepare and maintain financial reports for monthly governance process.
- Coordinate and actively take part in monthly governance meetings including recording and following up on actions.
- Liaise with the Service and Support Hub and manage support risk register and risk dashboard.
- Set up and maintain support office document archive including support contracts and SLAs.
- Support and collaborate with the Support team to achieve a common goal of providing efficient support to customers in accordance with agreed SLAs.
- Participate in ITIL processes under the guidance of the Global Service Manager.
Qualifications & Experience:
We are looking for someone with experience in analysing data (financial and performance) and creating and maintaining performance reports for senior management. You will have the personality to successfully communicate with colleagues in other domains within the business and have the ability to coordinate meetings and meet regular deadlines. Being able to demonstrate experience of supporting technical teams in a support business, project management and technology-based programs of work would be beneficial. An analytical approach to understanding, describing/modelling, and solving real world problems. Organised and able to perform well under pressure and apply the initiative and flexibility required to ensure the success of challenging deadlines. A willingness and desire to learn about our customers’ industries, how their business processes work and a firm understanding that technology is a powerful tool used to deliver business benefit and not a means unto itself. We are looking for a team player, able to build and maintain relationships within the Gen Support Management Office to help deliver support contracts in accordance with the agreed SLAs.
Must-haves:
- Demonstrable evidence of successfully supporting others to deliver a common goal
- An interest in the customer support management discipline, process, and governance.
- Concern for accuracy and consistency of information
- Experience in preparing reports using financial and system performance data.
- Ability to coordinate meetings and work to deadlines.
- Working knowledge of MS Office suite.
- Knowledge of JIRA, Confluence, Power BI
- Knowledge of ITIL
Nice-to-haves:
- Knowledge of support ticket management.
- Assist with preparing reports for senior management.
Continue your career journey as an Arcadian.
We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.
You do meaningful work, and no matter where your next role in Arcadis takes you, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark; on your career, your colleagues, your clients, your life and the world around you.
Together, we can create a lasting legacy.
Our Commitment to Equality, Diversity, Inclusion & Belonging
We want you to be able to bring your best self to work every day which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. We believe that by working together diverse people with different experiences develop the most innovative ideas. Equality, diversity and inclusion is at the heart of how we improve quality of life and we work closely with our people across six ED&I Workstreams: Age, Disability, Faith, Gender, LGBT+ and Race. A diverse and skilled workforce is essential to our success.
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