Location
UK/Remote
Department
Technology
Advertising Salary
Competitive

About The Role

The UK Business Services team are responsible for Business Analysis, Project management and basic administration of key platforms used by UK teams. We are responsible for triage and initial response to basic system requests, questions, and training. You will be part of a team that deliver projects for the business and promote process and automation based on platform best use and ITIL methodologies.
 
A typical day would be responding to requests from the business, dealing with escalations and working with our project and development teams to identify and deliver solutions. Delivery of project actions and the proactive identification of better ways to work with platforms through the development of features or changes to process.
 
You will work closely with the UK business units and the Business Systems team to identify best practice and opportunities to support the Business in achievement of its strategic goals.
 
The successful applicant would show pride and passion for their work and who is willing to learn and use relevant technologies to provide the best possible solutions to all our customers internal or external.
 
This role is ideal for somebody looking to start or change career working as an entry level Platform Administrator working primarily with Salesforce, Service Now and Kimble. It is a new role in the business, and we are looking for candidates that want to help create the role and then develop Administration skills and qualifications for Service Now and Salesforce.
 

Essential duties & responsibilities

  • Manage requests and incidents via a ticket queue. Working to keep response and closure inside agreed SLA’s
  • Provide support via email, telephone and Teams providing a personal level of service to our customers in the resolution of there problem or delivery of their request.
  • Make changes to our core platforms as allowed / required to enable resolution of Incidents and Requests or in support of project delivery.
  • Identify changes to process or platforms that improve platform use, the experience for end users or to support the delivery of Key Business Initiatives.
  • Support the Project team with escalations and the identification of solutions.
  • Support the project process working with Internal and External development teams to design and deliver change for the UK business.
  • Review and provide feedback on project requirements.
  • Carry out testing in the support of projects or platform change including platform upgrade cycles.
  • Contribute to technical designs and implementation plans in conjunction with other teams.
  • Follow agreed implementation plans and timelines to deliver required functionality.
  • Provide technical input on the capabilities of the ServiceNow platform and insights on the preferred/best practice way to implement solutions and appropriate trade-offs.
  • Data management including delivery and support of the Transformation program.
  • Continual personal development towards specialisation in either Salesforce of Service Now administration including training and exam preparation and completion.
  • Pro Active Management of Escalations providing regular updates to customers and business management.
  • Take part in regular Project, Platform and Business Review Meetings.
  • Provide Statistical information, updates on KPI’s and supporting data needed for business reasons.

About You

Essential
  • Demonstrable experience working in project teams or as part of an Operational team supporting or delivering service to customers.
  • Ability to work under pressure to delivery project actions on time, change and response to incidents in line with business SLA’s.
  • Demonstrable experience working as part of a project team delivering tasks and outcomes on time.
  • Able to demonstrate an Understanding of ITIL specifically the following areas
    • ITSM
    • Service
    • CMDB
  • Pro-active can-do attitude.
  • Prepared constantly learn on the Job and has a passion for personal development of skills and abilities.
  • Able to demonstrate the ability to develop new skills, understand complex workflows and deliver outcomes from learned knowledge.

In addition, the following are highly desirable:

  • Hands on experience working with the following platforms (Or similar Systems)
    • Salesforce
    • Service Now
    • Kimble
  • ITIL Foundation Certification
  • Knowledge of Service Design
  • Knowledge of Configuration Management Databases
  • Experience working in an Agile development environment
  • Degree or demonstrable experience in one of the following areas
    • Business Management / Administration
    • Computing
    • Information Technology / Information Systems
    • Operational Customer Support
    • Hands on Delivery of Project or Order delivery

About Us

Claranet combine pioneering technologies, practices, and expertise to propel our customers ambitions. Through a vibrant customer centric culture of collaboration, learning, and opportunity, we nurture a dynamic community of the best technology and service expertise spanning cloud, cybersecurity, networks, and unified communications. 

Founded in 1996, Claranet has evolved into a multi-disciplinary technology services provider with global reach. The company has annualised revenues of circa £400 million, over 6,500 customers, and more than 2,500 employees in nine countries. In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.  

Claranet consistently appears in The Sunday Times Top Track 250 as one of the fastest growing privately-owned businesses in the UK. Our international success is driven by local service, out of local offices, using a mixture of local and international infrastructure, including hyperscaler clouds.

With 20+ years’ experience, Claranet has one of the most comprehensive network services portfolios in the UK underpinned by creative commercial solutions. From Cloud Connect services to large Wide Area Network solutions, Claranet is at the forefront of combining network, communications, cloud, and cybersecurity technologies.

We’re working on building an ever-improving company based on openness, diversity, collaboration, and empathy as our core values, a company that aims to be inclusive for the diverse group of people we get to work with, and where everyone supports each other and celebrates successes together. We want our people to feel engaged, comfortable, and healthy—and to know that they can belong here, no matter their story or background. If this resonates with you, then come and join us

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