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Engagement Analyst

  • Job reference: 925206
  • Location: Aberdeen
  • Salary: Negotiable
  • Job type: Contract
  • Sector: IT & Telecoms, Technical support/Admin
  • Date posted: 01/05/2019

Our client is currently recruiting for the position of Engagement Analyst, based in Aberdeen.

Main Duties:
Work with Global Project Management Team to identify all projects transitioning to Operational Support (Service Desk) to ensure end product is able to be fully supported post go live.
Work with Service Desk Managers to ensure Teams Receive and Understand support documentation and receive training where required.
Provision and publication of close out support documentation for Projects/Changes and Small enhancements.
Gather and provide support documentation - Knowledge Documentation, Troubleshooting Guide, process, procedures, How To, Functional and Hierarchical Escalation process, Contact numbers of 3rd party vendors etc. Details of L2 and L3 support and Resolver Assignment Groups
Ensure we can report on impact of product on Support Teams - daily/weekly/monthly reporting to gauge impact.
Forecasting on potential impact to support teams for Day 1 and future support as a result of requirements gathering from Project Management Team - identify whether product fits into Critical Applications listing and address enhanced support requirements through documentation and process. Ensure Critical service dependencies on IT components are recorded
Attend CAB to ensure Product has been released through Change Control and all Change requirements have been addressed prior to final approval and also identify changes which may impact Service Desk i.e. where they might need training or support knowledge articles
Ensure roles and support tools are in place to allow support teams to support operationally
Ensure training has been provided by Project team to Support Teams prior to go live of product.
Ensure Agreed support KPI's in have been provided by Project Management Team.
Review Non-Standard Service Requests to identify whether these requests may impact Service Desk i.e. where they might need training or support knowledge articles

ITIL Foundation or relevant experience
Knowledge or previous exposure to Change Advisory Board (CAB) and project lifecycle
Previous experience using Service Desk support tools (Tivoli, Remedy, ServiceNow or similar)
Ability to engage and stakeholders to ensure required information is provided.
Experience working with O365 - Outlook, Skype/Teams, PowerPoint, Word, Excel etc.
Good organisational skills plus attention to detail
Good negotiation skills to ensure requirements from stakeholder are met.
Some IT technical knowledge would be advantageous.

Contract position

If you feel that you are well suited to the above opportunity and would like to find out more then please contact Orion Group for more information or apply by forwarding your current CV quoting reference 925206.

Our role in supporting diversity and inclusion
As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.