CTS Analyst

NatWest Group; London; Remote; GBP 30,000 - 60,000; Full time

Job summary

An innovative financial institution seeks a dynamic CTS Analyst to enhance customer service and transform internal technology. In this role, you will support the internal infrastructure, ensuring security and compliance while collaborating with various teams. You'll have the opportunity to automate processes and improve ways of working in a remote-first environment. Join a forward-thinking team where your contributions will have a significant impact on the organization's efficiency and customer satisfaction. This role promises engaging challenges and the chance to develop a broad range of transferable skills.

Qualifications

• Strong customer focus with a background in technical support.
• Excellent interpersonal and communication skills.

Responsibilities

• Manage and maintain internal infrastructure and SaaS applications.
• Provide technical support to ensure secure remote work.

Skills

Technical Support

Customer Focus

Interpersonal Skills

Communication Skills

Attention to Detail

Workflow Automation

Information Security Knowledge

Tools

Jamf Pro

Google Workspace

Slack

Atlassian (Jira, Confluence, Jira Service Management)

Job description

Join us as a CTS Analyst

• As a Service Analyst, you’ll be at the heart of helping to transform the bank, connecting with our customers, delivering continuously, and living our principles.
• You’ll provide excellent service to our customers through the delivery of one or more service management disciplines, such as incident, problem, change, configuration, capacity, availability, or configuration management.
• The pace of change and associated training and development opportunities will create an engaging and supportive environment for you and help develop a broad range of transferable skills.

What you'll do

Join the Colleague Technology Services (CTS) team and collaborate with other analysts to manage and maintain Boxed’s internal infrastructure and SaaS applications. In this key role, you’ll work within a team to operate a highly performant internal technology environment and associated productivity solutions within Boxed.

Day-to-day, you’ll be:

• Executing tasks/projects for improving the security and ways of working of our technology environment.
• Providing technical support on our device estate to ensure Boxed end users can work safely and securely in line with our remote-first work environment policy.
• Collaborating with our Service Management, Security, Privacy, Engineering, and People/HR teams.
• Looking for opportunities to automate and improve processes to scale the impact of our work.
• Ensuring systems are compliant with internal security standards.
• Maintaining accurate asset management records and up-to-date documentation of support and operations processes.

The skills you'll need

We're looking for someone with a strong customer focus and a background in technical support. You’ll need excellent interpersonal and communication skills, along with a keen eye for detail.

Additionally, you’ll bring:

• Knowledge of administration tools such as Jamf Pro, MacOS administration, Google Workspace, Slack, Atlassian (Jira, Confluence, Jira Service Management), and SSO management.
• Foundation knowledge of Information Security.
• The ability to identify and automate repeatable processes using workflow automation tools, balancing automation with manual processes for cost-effectiveness.
• A positive, helpful attitude when providing technical support.

Hours

35 hours per week.

Job Posting Closing Date: 17/05/2025

Ways of Working: Remote First