Mott Macdonald
A global engineering, management, and development consultancy delivering innovative solutions.
IT Analyst - Microsoft Applications
First‑line IT analyst resolving employee issues via ServiceNow and ensuring service quality.
Job Highlights
About the Role
The IT Service Analyst supports employee technology needs, acting as the primary contact for IT issues and helping the firm deliver on its client commitments. • Serve as the single point of contact for employee IT issues, providing timely and clear communication. • Record updates in ServiceNow to facilitate seamless cross‑team collaboration across time zones. • Continuously update the knowledge base to shorten future resolution times. • Analyze incident patterns to identify problems and propose service enhancements. • Escalate critical incidents promptly to minimize business impact and maintain productivity. • Ensure all IT solutions adhere to Mott MacDonald standards, policies, and regulatory requirements. • Own selected ServiceNow products, developing long‑term strategies and maintaining product expertise. • Proactively monitor ServiceNow community updates and roadmap information. • Collaborate with the Change Manager to keep changes within the change‑control process.
Key Responsibilities
- ▸it support
- ▸servicenow
- ▸knowledge base
- ▸incident analysis
- ▸incident escalation
- ▸change management
What You Bring
Ideal candidates have extensive experience in IT service desks or applications teams, deep knowledge of ServiceNow productivity applications—including ITSM, ITOM, asset and workflow modules—and the ability to serve as subject‑matter experts while complying with company standards and change‑control processes. • Demonstrate in‑depth experience with ServiceNow components such as IT Service Management, IT Operations Management, IT Asset Management, DevOps, and workflow modules. • Possess strong experience in IT service management processes. • Desirable: experience in a multinational Productivity Applications team. • Desirable: ServiceNow expertise in architecture, licensing, permissions, data segregation, and modules like Incident, Task, Problem, Change. • Membership in the ServiceNow Community or a similar vendor organization. • Experience in product or service ownership and acting as a subject‑matter expert. • Basic project management, business analysis, and application development skills. • Relevant certifications such as ServiceNow Administrator, MCSA/MCSE, Business Analysis Diploma, PRINCE2 Foundation, and ITIL V3 Foundation.
Requirements
- ▸servicenow
- ▸itsm
- ▸itom
- ▸itil
- ▸prince2
- ▸mcsa/mcse
Benefits
Mott MacDonald promotes flexible working arrangements and provides a benefits package that includes agile working, critical illness and compassionate leave, paternity leave, group life and medical insurance, career mobility, global employment opportunities, and collaborative knowledge sharing.
Work Environment
Office Full-Time