Job title: Early Life Support Analyst

Location: Preston. We offer hybrid working arrangements for this role - please speak to your recruiter about the options for this particular role.

Salary: £30,000 - £35,000 per annum dependant on experience

What you'll be doing:

• Creation of Service Desk support workflow documents, including anticipated fault and query types and creation of end user self-help documents (Knowledge articles). You will chair meetings with relevant stakeholders to gather the information for these documents
• Managing the progress of service support preparations via an ELS Acceptance Criteria tracker. The tracker feeds into the Operational Readiness Review process and enables the Service Support Teams to agree the criteria that will be used to measure the success of newly launched services.
• Reviewing the incident report for call ratio and common call types, monitoring community forum common questions, analysing customer satisfaction feedback and tracking knowledge usage reports throughout the ELS care period to track the success of new services
• Creating and presenting dashboard reporting packs to the key service stakeholders to drive Incident Management and Problem Management areas of attention to resolution.

Your skills and experiences:

Essential:

• ITIL Foundation certification
• Excellent communication, written and presentation skills with the ability to engage relevant stakeholders
• Competent user of Microsoft Office packages including PowerPoint, Word and Excel to produce documents and reports and the ability to use these for data analysis

Desirable:

• Experience of ServiceNow including reporting and dashboard creation
• Knowledge Management, Incident Management, Helpdesk experience

Benefits:

You'll receive benefits including a competitive pension scheme, enhanced annual leave allowance and a Company contributed Share Incentive Plan. You'll also have access to additional benefits such as flexible working, an employee assistance programme, Cycle2work and employee discounts - you may also be eligible for an annual incentive.

The Early Life Support Team:

Are you looking to enhance your career in IT? We currently have a vacancy for an Early Life Support Analyst at our site in Preston.

This is a great opportunity to join the Early Life Support team and get involved in an assortment of projects varying in size and scale. You will work with many different teams within IT, and learn about a wide breadth of activities within the Company. Working on this team will provide a wealth of experience opening up access to wider opportunities for your career.

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."