EPPM Support Analyst

Our team brings decades of combined expertise in EPPM technical systems, offering consultancy, guidance, and deep technical specialization in project management tools and supporting technologies. We foster a positive and collaborative working culture, where teamwork and mutual support drive our success. Some travel to client sites may be required, but this role can be accomplished from most cities in the UK. For certain clients, SC clearance may be necessary. Therefore, you must be UK-based and either hold, or be eligible to obtain, SC clearance.

We're looking for a proactive EPPM Support Analyst to join us, responsible for responding to support tickets, troubleshooting issues, and ensuring timely resolution within SLAs. Strong communication skills are essential, along with a keen eye for detail and a customer-focused mindset. You'll collaborate closely with internal teams to maintain application performance and user satisfaction.

Responsibilities

• Respond to tickets raised through Zendesk, ensuring all issues are logged, categorized, and handled within agreed SLAs.
• Troubleshoot and resolve tier 1 and 2 application issues, using available documentation and knowledge bases.
• Join customer-facing calls to provide updates, gather more information, and help resolve ongoing problems.
• Work closely with Technical Specialists to monitor queues, prioritize tasks, and escalate complex issues appropriately.
• Apply patches and support software upgrades and new implementation activities, following internal change processes.
• Perform functional and system testing (SAT, UAT) to support project delivery and ensure changes meet requirements.
• Suggest and support improvements to support processes and internal tools to enhance service quality and efficiency.
• Create and maintain documentation for internal use and for clients, including support guides and known issues.

Your Characteristics

• A reliable team player who takes ownership of tasks and follows through until completion.
• Able to manage time effectively and handle multiple tickets at once.
• Naturally curious, with a desire to understand systems and improve the way things are done.
• Communicates clearly and professionally, building trust with users, clients, and team members.
• Works well with others and contributes to a collaborative, supportive team environment.
• Comfortable interacting with both technical and non-technical stakeholders, adapting your communication style as needed.

Qualifications

• 2 to 3 years in an Application Support Analyst or P6 Administrator role, ideally in a multi-client or project-based environment.
• Confident in triaging, troubleshooting, and resolving first- and second-line support issues.
• Familiar with ITIL service processes including ticket management, prioritisation, and escalation to internal teams or vendors.
• Some experience or exposure to Oracle Primavera tools (P6 EPPM, OPC, Unifier, Gateway, etc.) is desirable.
• Good working knowledge of Microsoft Azure, Oracle Cloud, Windows Server, and Linux environments.
• Experience managing vendor support tickets with suppliers like Oracle or Deltek.
• Proficient with ITSM tools such as Zendesk, ServiceNow, or Halo ITSM for managing incidents and service requests.
• Comfortable using basic SQL for querying Oracle and/or SQL Server databases to investigate data issues.
• Understanding of APIs (REST/SOAP) and their role in integrating systems and applications.
• Any exposure to scripting or light programming (e.g. Python, PowerShell, JavaScript) is a bonus.

TRC is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all employees.