Job Description

Location(s): UK, Europe & Africa : UK : Leeds || UK, Europe & Africa : UK : Frimley || UK, Europe & Africa : UK : Gloucester || UK, Europe & Africa : UK : Great Baddow || UK, Europe & Africa : UK : London || UK, Europe & Africa : UK : Manchester
Job Title: IT Operations Analyst
Location: Frimley, London, Gloucester, Leeds, Gt Baddow, Manchester, Christchuch or Yeovil - Hybrid with occasional travel
We offer a range of hybrid and flexible working arrangements - please speak to your recruiter about the options for this role
What you'll be doing

• Proactively engaging with business stakeholders to understand their specific IT challenges, blockers, and key business drivers, and ways forward to enable customer delivery.
• Attend in a supporting capacity, and/or co-chair business engagement forums on behalf of the Operational Engagement team with exposure to the broader COO function where appropriate
• Analyse data, identify issues, and support the implementation of solutions to improve performance, security, and reliability
• Coordinate operational support *solutions (or *resolutions) to emerging issues with the business and our IT partners
• Ensure that BAE project and service governance and assurance controls are followed consistently across BAE internal product and service teams, supporting them with activities associated with project handover, operational readiness reviews, change control, entry into service, early life support and handover to BAU teams.
• Support business-specific demands through signposting to the appropriate forums, in relation to new catalogue, project, service and IT demand requests to ensure that business needs are understood and met
• Collate and report on business-specific impacting IT and business change, including collaboration with central and internal IT and business comms teams to ensure change is effectively communicated to impacted stakeholders
• Ad-hoc support for EUC as required, particularly during heightened waves of activity for refresh, upgrades or peak business demands
• Track and report on performance of business-specific services, including operational risks, issues and service improvements.
• Support business-specific catalogue approvals and escalations process
• Support analysis and reporting on business-specific catalogue item consumption to understand user demand trends
• Support the collection and analysis of end user feedback via CSAT or other appropriate forums, ensuring that user feedback is collated and channelled to the appropriate BAE teams

Your skills and experiences

• 2-3 years experience in IT Operations and Support would be preferred
• Experience in supporting IT Service Transition (including managing the ORR process desirable)
• Strong customer/end user engagement experience
• Experience working effectively with multiple internal and external stakeholders
• Experience using tools such as SAP and ServiceNow, Excel, PowerPoint and general proficiency with Office apps
• Attention to detail, quality and accuracy in documents and presentations
• Ability to remain calm under pressure, prioritise effectively and focus on material business impacting issues
• Strong communication skills including the ability to translate technical challenges into business language
• Good understanding of data analysis techniques and trend identification
• Desirable: Experience with geographically dispersed teams and the challenges that presents, knowledge of Government Security Classifications policy, GDPR/UK Data Protection Act,

Benefits
As well as a competitive pension scheme, BAE also offers employee share plans, an extensive range of flexible discounted health, wellbeing & lifestyle benefits, including a green car scheme, private health plans and shopping discounts - you may also be eligible for an annual incentive
You will be joining a small team focused on enabling the business to deliver crucial projects to customers. The team actively endeavours to improve the IT user experience within BAE Systems.
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 of thought, rewards integrity, and merit, and where you'll be empowered to fulfil your potential. We welcome people from all backgrounds and 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.
Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation. All applicants must as a minimum achieve Baseline Personnel Security Standard. Many roles also require higher levels of National Security Vetting where applicants must typically have 5 to 10 years of continuous residency in the UK depending on the vetting level required for the role, to allow for meaningful security vetting checks.
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Skills Required