Remote Solution Support Analyst - Clarity PPM. 13Mth Mat Cover

This is a fantastic opportunity for a Solution Support Analyst with excellent working knowledge of Clarity PPM looking for their next career development opportunity with a leading and growing Enterprise IT Consultancy with offices all over the world.

We pride ourselves on adding the very best to our team; people who bring not only the right skills, but ambition, ideas and drive to help us achieve our goals.

If that sounds like you, we want to hear from you…

Role info:

Solution Support Analyst – Clarity PPM
Home based with some travel to team and client meetings circa 4 times in per year
£45,000
Plus Benefits Including Employer Pension Contribution and Development Allowance
Full Time – 13 Month Maternity Cover (With Potential to become permanent)
Reporting to: Service Manager

Your Background: Clarity PPM, Troubleshooting and Problem Solving, Team Collaboration, Helpdesk / Customer Support

The Solution Support Analyst Role:

As a Solution Support Analyst, you will be part of our Solution Support team, assisting a diverse range of enterprise clients using Broadcom Clarity. In this role, you will collaborate with colleagues in Delivery and Consulting to troubleshoot Clarity PPM issues, explain key topics to clients, and ensure our performance standards are consistently met.

What your day-to-day might look like:

1. Taking charge of incoming incidents and requests, ensuring they are resolved either independently or collaboratively
2. Resolving incidents and requests within the target resolution time and documenting them within the system
3. Providing Level 2 & 3 support alongside the support team to ensure the efficient use of Clarity PPM
4. Becoming fully knowledgeable about the Clarity PPM instances deployed to clients
5. Explaining complex issues related to troubleshooting to clients and vendors
6. Participating in regular meetings with clients and vendors
7. Logging all incidents and requests appropriately on the helpdesk system
8. Escalating incidents to the appropriate team as necessary
9. Ensuring sufficient and appropriate documentation is created and maintained to support the continued use of Clarity PPM
10. Contributing to service improvements and identifying potential opportunities
11. Maintaining good working relationships with clients, vendors, and colleagues

About you:

1. 2+ years’ experience of carrying out a similar client facing support / analysis role with knowledge of Clarity PPM
2. Previous PPM architecture / consulting experience
3. Proven experience working on large-scale projects for high-profile clients and managing multiple stakeholder groups
4. Attention to detail and excellent report and documentation writing skills
5. Able to troubleshoot, investigate and resolve technical issues
6. Able to self-manage, organise, prioritise tasks under pressure during troubleshooting
7. Good interpersonal skills with the ability to develop effective working relationships
8. Understanding of different business functions and how they operate within an organisation
9. Able to react quickly and effectively to issues and opportunities
10. Experience of writing requirements fit for testing and user acceptance testing
11. Excellent customer facing, communication and presentation skills
12. A good working knowledge of the current and upcoming Clarity product roadmap
13. Proficient user of IT Software, Microsoft Office suite
14. Fluency in English is essential, but other Northern European languages, or Arabic would be an advantage
15. Specific knowledge and experience of configuring / customising Clarity is a plus but not essential

We pride ourselves on taking the development of our people seriously and are pleased to offer:

1. Competitive salary depending on experience
2. 25 days annual leave (plus Bank Holidays)
3. Employer Pension contribution
4. Remote working with suitable IT infrastructure & equipment provided
5. Professional development allowance

Interested? Apply here for a fast-track path to the Hiring Manager.

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