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- Tasks: Manage Data & Analytics support incidents and requests in a fast-paced IT environment.
- Company: Join BAE Systems, a leader in defence and security, committed to diversity and inclusion.
- Benefits: Enjoy flexible working, competitive salary, health perks, and employee share plans.
- Why this job: Make a real impact in a dynamic team while developing your skills in Data & Analytics.
- Qualifications: Experience in IT service desk, incident management, and customer service is essential.
- Other info: Open to diverse candidates; inclusive recruitment processes available for those needing adjustments.
The predicted salary is between 32000 - 48000 £ per year.
Location: Preston. We offer a range of hybrid and flexible working arrangements - please speak to your recruiter about the options for this particular role.
Salary: £40,000+ depending on skills and experience
What you'll be doing:
- E2E management of Data & Analytics support related incidents, problems, access requests, service requests within the Service Management lifecycle
- Operating under agreed service metrics (KPI's), working in an environment to triage / resolve support tickets within service metric targets
- Working with the development teams to assess, investigate and implement resolutions to complex Data & Analytics related incidents
- Author, share & utilise knowledge-based articles for both internal staff and customers in order to reduce the throughput of service-related incidents & service requests
- Monitor service event alerts (Interface jobs, triggers, caches) in accordance with Event Management process
- Support the Release & Deployment process to ensure the Entry into Service criteria is being met whilst maintaining a stable production service
Your skills and experiences:
Essential:
- Experience in working within a fast-paced IT Service desk environment, under an ITIL framework
- Exceptional Incident, Problem Management skills with the ability to investigate trends, identify root causes, suggesting and applying solutions to resolve issues
- Understanding the importance of service metrics (SLA's, KPI's etc.) and experience in working in a fast-paced environment under response & resolution time metrics
- Customer service experience, good relationship building, influencing and negotiating skills
Desirable:
- Microsoft SQL Server or other similar experience
- Experience within the Data & Analytics applications, platforms, services
- ITIL Certified / proven experience
Benefits:
As well as a competitive pension scheme, BAE Systems also offers employee share plans, an extensive range of flexible discounted health, wellbeing and lifestyle benefits, including a green car scheme, private health plans and shopping discounts - you may also be eligible for an annual incentive.
The Data & Analytics (D&A) team:
As a Data & Analytics (D&A) Support Analyst, you will reside within the D&A Service Operations Team (BAU Support Team) and will provide support to customers under an ITIL Service Management framework. Working within a dynamic, Data & Analytics environment, you will be responsible for providing support to customers using the following Service Management practices: Incident Management, Problem Management, Security & Access Management, Event Management and Service Request Management.
Below are a few examples of the technologies currently supported within the D&A organisation: Tableau, Alteryx, IBM Cognos Analytics, IBM Planning Analytics, SQL Server, TIBCO Data Virtualisation etc.
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.
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.
Closing Date: 24th March 2025. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
D&A Support Analyst employer: BAE Systems
Contact Detail:
BAE Systems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land D&A Support Analyst
✨Tip Number 1
Familiarise yourself with ITIL frameworks, especially Incident and Problem Management. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your technical skills related to Data & Analytics tools like SQL Server, Tableau, and Alteryx. Being able to discuss your experience with these technologies can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed incidents or resolved complex issues in a fast-paced environment. Real-life scenarios can showcase your problem-solving abilities and customer service skills.
✨Tip Number 4
Network with current or former employees of BAE Systems, especially those in the D&A team. They can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace D&A Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service desk environments and showcases your skills in incident and problem management. Use keywords from the job description to align your experience with what BAE Systems is looking for.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the responsibilities and skills mentioned in the job description. Explain how your background in Data & Analytics and customer service makes you a great fit for the D&A Support Analyst role.
Showcase Relevant Skills: In your application, emphasise your understanding of service metrics like SLAs and KPIs, as well as any experience with tools such as Microsoft SQL Server or similar technologies. This will demonstrate your capability to meet the demands of the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial in a support analyst position.
How to prepare for a job interview at BAE Systems
✨Understand the ITIL Framework
Make sure you have a solid grasp of the ITIL framework, as this role heavily relies on it. Be prepared to discuss how you've applied ITIL principles in your previous roles, particularly in incident and problem management.
✨Showcase Your Customer Service Skills
This position requires excellent customer service abilities. Think of examples where you've successfully built relationships or resolved conflicts with customers, and be ready to share these during the interview.
✨Familiarise Yourself with Relevant Technologies
The D&A team works with various technologies like SQL Server, Tableau, and Alteryx. Brush up on these tools and be ready to discuss any experience you have with them, even if it's just theoretical knowledge.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Practice articulating your thought process when dealing with incidents or service requests, focusing on how you identify root causes and implement solutions.
