IT Analyst - Productivity Applications

As an IT Analyst- Productivity Applications you will report to the Team Lead – Productivity Applications and act as the escalation point for issues related to our Microsoft applications, Service platform, and other productivity categorised applications. In this role, you will provide advanced troubleshooting, integration support, and service enhancements, ensuring a seamless experience for colleagues and maintaining operational resilience. 

You will play a vital role in supporting day-to-day continuity for a dynamic organisation. Responsibilities include resolving complex incidents, managing integrations with third-party cloud services, and collaborating with cross-functional teams to deliver high-quality IT services. Clear communication, technical expertise, and adherence to security and operational standards will be key to your success. 

Collaboration is central to this role. You will work closely with colleagues in 1st and 2nd line, infrastructure, and application teams, contributing to a culture of knowledge sharing and continuous improvement. With a focus on service excellence and professional growth, you will have opportunities to develop advanced technical skills, support digital transformation initiatives, and help enhance employee satisfaction and operational resilience. 

Key Responsibilities 

• Provide expert-level support for complex technical issues for Microsoft applications, ServiceNow platform, and other applications categorised as productivity. 

• Act as the primary escalation point, ensuring timely resolution and service continuity. 

• Deliver outstanding customer service through clear, empathetic, and professional communications. 

• Collaborate with the Service Desk, Desktop Services, and cross-functional teams to ensure smooth escalation and knowledge sharing. 

• Maintain accurate documentation of troubleshooting steps, resolutions, and known issues. 

• Identify recurring problems and implement long-term solutions to improve reliability. 

• Ensure compliance with SLAs, governance, security, and audit requirements. 

• Provide product ownership for ServiceNow components within the Productivity Applications portfolio. 

• Support change control processes and work closely with the Change Manager. 

• Drive service enhancements and automation initiatives. 

• Troubleshoot and resolve ServiceNow issues, including permissions, data segregation, Service Catalogue forms, and workflows. 

Personal Attributes 

• Demonstrates ownership and accountability, resolving complex issues independently. 

• Communicates with clarity, empathy, and professionalism under pressure. 

• Applies analytical thinking and sound decision-making in challenging scenarios. 

• Collaborates effectively across support tiers, fostering knowledge sharing and service continuity. 

• Maintains a structured approach to documentation and troubleshooting. 

• Proactively seeks opportunities for service reliability and innovation. 

Key Performance Indicators 

• SLA compliance (timely resolution and escalation). 

• Mean Time to Resolve (MTTR). 

• Customer Satisfaction (CSAT) scores. 

• Accuracy and completeness of documentation. 

• On-time delivery of changes and project milestones. 

• Adoption of automation and service improvements. 

• Platform availability and resilience. 

• Knowledge production 

Candidate Specification 

Essential: 

• Experience of supporting ServiceNow modules and/or Microsoft products  

• In-depth experience of working in an IT Service Environment or Applications team. 

• Strong communication and interpersonal skills, with a calm and professional approach under pressure.  

• Comfortable working independently and prioritising tasks effectively.  

• Attention to detail when recording information and sharing knowledge.  

• Awareness of security best practices and commitment to keeping systems and data secure.  

• A proactive attitude towards learning and professional development.  

Desirable: 

• Good understanding of IT Operations environment ITIL module Tier 1 – 4 

• Experience operating within complex, matrixed organisations and working with global teams 

• Relevant ServiceNow or Microsoft accreditations 

• A relevant degree or equivalent or a BE/B Tech/MCA  

• MCSA or MCSE or relevant certification in Microsoft Office 365  

• ITIL V4 foundation