Functional Analyst, Site Support

Ball Corporation; Luton; On-site; GBP 40,000 - 56,000; Full time

Job summary

Ball Corporation is seeking an IT Support professional to respond to end-user inquiries and troubleshoot issues promptly. The role covers administration of enterprise systems, performance tuning, and recovery procedures to ensure reliable IT services.

Responsibilities include monitoring, capacity planning, change management, and collaboration with vendors to deliver secure, compliant IT infrastructure across global locations. Fluent English and strong customer communication are essential.

Qualifications

• Bachelor’s degree in a relevant field preferred.
• 2–5 years minimum of job-related experience.
• Experience with ServiceNow and creating dashboards/reports.
• Fluent English, with strong communication skills.

Responsibilities

• Administer and support complex IT environments, including core infrastructure, installation, configuration, backup and recovery.
• Review monitoring, capacity and configuration management to ensure SLA compliance.
• Deliver high-quality technical solutions matching business needs.
• Coordinate with third-party vendors and internal teams for deployments and improvements.
• Adhere to ITIL processes for Incident, Change, Request and Problem management.
• Provide Tier 2 infrastructure support and maintain documentation.

Skills

End-user support

Hardware setup

Software setup

Infrastructure installation

English fluency

Customer communication

Education

Bachelor’s degree in a relevant field

Tools

ServiceNow

Job description

At Ball, integrity and trust are the foundation of who we are. Guided by our core values —\"We Care. We Work. We Win.\"— we create a culture where every voice matters and every idea drives progress.

Further your career at Ball, a world leader in manufacturing sustainable aluminium packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe!

Position Overview

Provide IT Support, responding to end user inquiries and troubleshoot issues promptly and efficiently.

Responsible for overseeing the implementation, performance tuning, and recovery procedures for mission‑critical enterprise systems and supporting infrastructure. This role serves as a technical resource in IT administration for complex operating environments, recommending configurations and operations of IT components. The position involves investigating feasibility, analysing requirements, and developing detailed specifications to provide high quality service to our customers.

Key Responsibilities

• Administer and support complex environments, including core infrastructure tools and technologies. Perform hands‑on administration tasks including installation, configuration, backup, and recovery.
• Review monitoring, capacity, and configuration management of complex technologies to ensure acceptable performance and adherence to service level agreements.
• Ensures the delivery of high quality technical solutions that meet business needs. Configures, develops, tests, monitors, and supports changes and enhancements to IT environment.
• Takes a broad perspective to identify innovative business solutions that challenges the business on their assumptions of how they will successfully execute their plans.
• Administer systems and/or networking in a large corporate environment with multiple global locations and a user base of 15k+.
• Perform duties within ITIL best practices guidelines for Incident, Change, Request, and Problem management. Utilizes other industry ITSM best practices where relevant to Ball’s future.
• Adhere to security best practices, governance, and compliance laws such as HIPAA, SOX, GDPR, LGPD, etc.
• Define detailed specifications in compliance with operations architecture to solve complex business problems.
• Work closely with third‑party vendors including software providers, implementation partners, and consultants.
• Tune infrastructure parameters for efficient resource utilization and suggest improvements for optimization.
• Provide Tier 2 infrastructure support, follow support escalation processes, and maintain documentation.

Qualifications

• Broad training in a related field usually acquired through college. Bachelor’s degree in a relevant field preferred.
• Job related experience for 2-5 years minimum.
• 2+ years development experience implementing solutions for complex systems support business processes.
• Experience in communicating and collaborating with external and internal customers to analyze information needs and functional requirements and deliver the following artifacts as needed: (functional requirements (business requirements document), iii, use cases, GUI, screen and interface designs).
• Experience in driving process and technology re‑engineering using industry practices e.g., Six Sigma, Lean, Kaizen, COBIT, ITIL, CMMi.
• Proficient in end-user support, hardware and software setup, infrastructure installation and integration.
• Experience with ServiceNow or and ability to create Dashboards/Reports.
• Fluent English.

Ball Corporation is an Equal Opportunity Employer. We actively encourage applications from everybody, regardless of gender, age, ethnicity, faith, ability, or orientation. Our products range from infinitely recyclable aluminium cans, cups to aerosol bottles solutions that enable our customers to contribute to a better world.

Each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging. Everyone at Ball is making a difference by doing what we love. Because what we create may change, but what we will always make is a difference.

Please note the advertised job title might vary from the job title on the contract due to local job title structure and global HR systems.