Enterprise Analyst

Norwich Living Wage City Action Group; Norwich; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

The Norwich Council is seeking three Enterprise Analysts to join our senior infrastructure team. You will lead and collaborate on projects, support the server estate and a wide range of IT tools, and manage the data centre and backup processes.

You will thrive on challenge, independence, and making a real impact in a public sector setting. Key responsibilities include monitoring infrastructure, leading integrations, documenting changes, and maintaining service continuity.

Qualifications

• Experience in 2nd-line IT support within an enterprise environment.
• Ability to install, configure and administer enterprise systems.
• Proven problem-solving skills and ability to work independently.

Responsibilities

• Monitor and maintain core infrastructure and software updates.
• Lead on infrastructure projects and integrations with detailed documentation.
• Provide technical support to internal customers with high service standards.
• Manage backups, storage and disaster recovery processes.
• Respond to incidents and ensure change plans are followed.

Skills

2nd-Line IT support

Analytical thinking

Independent worker

Communication skills

Tools

VMware suite (vCenter/ESXi/NSX/VCF)

Office 365 (Exchange Online, SharePoint, Teams)

Windows Server environments

Backup Management & DR

Vulnerability remediation

Job description

Ready to take the next step in your IT career?

We're looking for three Enterprise Analysts to join our senior infrastructure team to lead and collaborate on projects, solve complex issues and support the wider IT service. You'll be joining the team that looks after our server estate and wide variety of tools alongside managing our data centre and backup processes. If you thrive on challenge, independence, and making a real impact, this is your next move.

Key corporate accountabilities

• Work collaboratively with colleagues to deliver the Corporate and Service plans.
• Take a collaborative approach to delivering IT support across the Council to deliver positive outcomes beyond traditional service boundaries where required and directed by encouraging the sharing of knowledge and experience across the council
• Contribute to the development of Council’s IT strategies and policies to deliver strategic aims and objectives across all service areas
• To work collaboratively with colleagues across the council on cross cutting corporate issues/projects to promote a culture of continuous improvement and good governance
• To promote an open and supportive culture which maximizes the potential of employees across the council and encourages inclusivity, innovation and high performance

Key service related accountabilities

• To support business as usual work priorities/objectives set by the Enterprise Systems Lead in line with IT procedures and to support organisational service delivery ensuring the council has a digitally enabled workforce
• Provide system support to the server, database and storage infrastructure systems used by the council, ensuring all incidents and service requests are appropriately logged, prioritised and progressed efficiently and effectively
• Installation, configuration, and administration of enterprise systems utilising on premise and cloud technologies
• Managing and resolving faults as they occur, liaising with 3rd party vendors and adhering to agreed SLA’s whilst ensuring all actions are accurately recorded on the helpdesk software and the customer is well informed.
• Responding to service requests, to test all changes and to ensure change plans are documented and followed
• Carrying out maintenance work as identified and programmed
• Deliver technical support, advising of risks, making suggestions and supporting the maintenance of the IT systems to maximise performance as well as ensuring the security of the systems and networks
• Analyse trends, investigate reoccurring incidents, evaluate and produce documented resolutions to prevent future issues which could impact on the Council’s service delivery
• Ensure all agreed solutions are prioritised and available in the event of an incident under the business continuity plan and ensure business continuity recovery systems are regularly tested
• Provide management information and statistics as required
• Produce documentation for all technical work undertaken including writing operational technical procedures
• Identify any areas of risk and how to mitigate risk levels and ensure any risks are escalated in a timely manner
• Ensuring that professional advice is provided to all service areas across the council across the areas covered by this post
• Ensure the security of the systems meets statutory requirements and that all audit/compliance requirements are met
• Support the development and delivery of the Council’s digital transformations ensuring engagement with all stakeholders and partners to achieve success for all service users
• Manage the delivery and development of effective and efficient customer service channels that meet customer needs and manage demand meeting statutory and legal requirements
• On a standby rota to act as the out of hours contact for IT issues

• Will schedule and maintain the system backups and file transfers using the processes and procedure.
• Monitor the IT backups so that data is correctly secured. Perform restoring of files as required. Maintain the backup asset library ensuring the media used is free from defects.
• Monitoring systems/environments/batch schedules/interface files and backup routines.

Key Responsibilities

• Monitoring and maintaining the Council's core infrastructure including deployment of software updates and patches across the estate.
• Managing the backup processes and ensuring FTP services are available.
• Lead on and collaborate on infrastructure projects for new integrations or existing system upgrades ensuring detailed documentation is drafted during implementation.
• Lead investigations into complex technical issues, usingresearch and problem-solving skillsto proactively find solutionsindependently.
• Deliver clear, empathetic, and professional support to internal customers, ensuring a high standard of service.
• Maintain accurate records in the fault and service request management system.
• Occasionally supportout-of-hours workfor critical operations.
• Maintain and manage Unix and Oracle systems alongside critical databases.

Essential Technologies & Skills

• Strong experience with VMware technologies: vCenter, ESXi, NSX, VCF etc
• Previous experience managing the Office 365 suite including Exchange online, SharePoint and Teams,
• Experience with Windows Server environments
• Ability to write clear and concise documentation.
• Backup Management and DR practices understood.
• Experience with remediating vulnerabilities and liaising with relevant parties and vendors.
• Critical thinking and problem-solving skills
• Desire to skill up and learn new technologies

What We’re Looking For

• Proven experience in 2nd-Line IT support and looking to take the next step towards 3rd-Line.
• Ability to independently research and resolve issues without relying on others
• Strong written, verbal, and interpersonal skills
• Patience, empathy, and professionalism in customer interactions
• Formal training or equivalent experience in the technologies listed above