Business Systems Support Assistant

Network Rail; Milton Keynes; Hybrid; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Flexible/hybrid working arrangements

Annual leave 28 days + statutory

Discounts at stations

Defined benefit pension scheme

75% off leisure train tickets

Job summary

Network Rail is seeking a proactive IT customer support specialist to assist internal and external users with system issues, data management and access. You will handle enquiries across ticketing, phone, email, and live chat, ensuring accurate records and timely resolutions.

You will maintain data integrity, create knowledge articles, and help implement system enhancements, including user acceptance testing, in a hybrid work setting at Milton Keynes.

Qualifications

• Good communication and attention to detail, written and verbal.
• Customer focused approach with the ability to communicate with stakeholders at all levels.
• Strong analytical, critical thinking and problem solving skills.
• High level of IT literacy; competent in handling and manipulating data for queries and pivot tables/charts.
• Familiarity with web-based applications.
• Experience in a business support environment, managing multiple work streams and priorities.
• Proactive approach to learning and ability to adapt to new technologies.
• Experience in a technical or systems related environment.
• Experience of Salesforce, Azure, SQL.
• Knowledge of business processes around supply chain, logistics, procurement and asset management.
• ICT qualifications or certifications that demonstrate technical competency.

Responsibilities

• Provide support and guidance to internal and external system users, including triage, problem analysis, resolution and training.
• Manage customer enquiries via ticketing, phone, email and live chat.
• Maintain accurate support records and escalate tickets as needed.
• Complete account administration related to system access, security and licence management.
• Produce and coordinate clear user and system communications.
• Maintain reference data with updates and uploads for accuracy.
• Create, transfer and validate data within and between systems.
• Create and maintain knowledge articles for teams and end users.
• Monitor system performance, availability and usage.
• Support identification and implementation of new systems and improvements, including UAT.

Skills

Communication

Customer focus

Analytical thinking

IT literacy

Web apps

Supply chain knowledge

Learning agility

Technical environment

Stakeholder communication

Education

Relevant ICT qualifications or certifications

Tools

Salesforce

Azure

SQL

Job description

Join Network Rail - Where People and Connections Matter

At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway. We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process. You can visit Evenbreaks Career Hive for advice on accessibility support. If you're ready to make a real difference, we'd love to hear from you

Some of our great benefits:

• We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments
• Flexible/hybrid working arrangements considered
• Generous annual leave up to 28 days plus statutory days (role dependant), with the option to buy/sell day
• Discounts at selected stations with your Network Rail pass
• Defined benefit pension scheme
• 75% off leisure train tickets for you and your dependents (subject to T&Cs
• Interest‑free travel loan for train and car park season tickets
• Volunteer leave to make a positive impact

Duration: 12 month fixed term contract 16th November 2026 - 16th November 2027

Location: The Quadrant:MK, Milton Keynes

Band and salary: Band 5, £28,500

About the role

What will you be doing?

• Provide support and guidance to internal and external system users, including triage, problem analysis, resolution and training.
• Manage customer enquiries received through multiple channels, including the ticketing platform, telephone, email and live chat.
• Maintain accurate support records, assigning and escalating tickets to other teams or suppliers where required.
• Complete account administration activities relating to system access, security and licence management.
• Produce and coordinate clear user and system communications.
• Maintain application reference data through regular updates, bulk changes and uploads, ensuring its accuracy, completeness and integrity.
• Create, transfer and validate data within and between systems.
• Create and maintain knowledge articles for technical support teams and end users.
• Monitor and report on system performance, availability and usage.
• Support the identification and implementation of new systems, system enhancements and continuous improvements, including user acceptance testing.

Your experience and skills

• Good communication skills and attention to detail, written and verbal
• Customer focussed approach with the ability to communicate with stakeholders at all levels
• Strong analytical, critical thinking and problem‑solving skills
• High level of IT literacy; competent in handling and manipulating data for queries and pivot tables / charts
• Familiarity with web‑based applications
• Experience of working in a business support environment, managing multiple work streams and correctly assigning priorities
• Demonstrates a proactive approach to learning, with the ability to quickly grasp new skills and concepts to adapt to evolving technologies and business needs
• Experience in a technical or systems related environment
• Experience of Salesforce, Azure, SQL
• Knowledge and understanding of business processes around supply chain and logistics, commercial and procurement and asset management
• Relevant ICT qualifications or certifications that demonstrate technical competency.

Additional Information...

Contact: RSResourcing @networkrail.co.uk If you have any questions or reasonable adjustments.