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As a Business Systems Support Assistant, you’ll provide professional, technical and operational support and guidance to the functions and key stakeholders of the multiple systems used across the business. Acting as a single point of contact for the logging of faults, queries and requests. Providing first-level service desk support, including investigation and resolution, striving to achieve a high level of fix at first point of contact.
To act as a subject area expert for all systems supported, ensuring that knowledge of the systems and business processes is shared, and first contact resolutions are applied to minimise service disruption. Work with other members of the Business Systems team and the service users in the operational use and development of the systems.
Main responsibilities
To provide professional support to the functions and key stakeholders of multiple systems used across the business. To provide technical and operational support and guidance. To act as subject area expert for all relevant Business Systems.
- Maintain integrity of systems for all users and provide system administration with regards to access and security.
- Support in the development of new systems and improve current systems as identified.
- Maintain user guides for all systems, their purpose, requirements and users.
- Assist in preparing business areas for transition to new ways of working when business systems are implemented or altered.
- Assist in the identification and implementation of quality and efficiency improvement initiatives.
- Investigate faults reported by users through various channels, applying a priority to each and tracking that corrective action has been taken, liaising with other business areas to expedite resolution.
About you
Essential
- An understanding of Network Rail’s operating and logistic processes.
- Excellent analytical skills in a technical or systems related environment
- Good communication skills and attention to detail
- Previous experience of managing multiple work streams to ensure priority is correctly identified.
- High level of IT Literacy
- Excellent telephone manner and a customer focussed approach.
Desirable
- An understanding of Supply Chain, Procurement or Asset Management processes, hierarchies, and legislation.
- Previous experience of Network Rail Systems such as Oracle, SharePoint, NROL3, Maximo, & Bravo
- Familiarity with Web based Applications.
- Experience of test environments to identify and develop solutions.
We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions.
At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. We have Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on Diversity & Inclusion at Network Rail, please follow this link
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