Functional Analyst, Site Support

Ball Corporation; England; On-site; GBP 42,000 - 54,000; Full time

Job summary

Ball Corporation in the United Kingdom is seeking an IT Support professional to help end users and manage enterprise systems across global locations. You will troubleshoot issues promptly, administer core infrastructure, and partner with vendors to deliver high quality IT services.

The role requires hands-on installation, configuration, capacity planning, and adherence to ITIL processes, security, and governance. Fluent English and collaboration with global teams are essential.

Qualifications

• Bachelor’s degree in a related field preferred.
• 2–5 years of job-related experience.
• 2+ years development experience implementing solutions for complex systems.
• Experience in communicating and collaborating with customers to analyze information needs and deliver functional requirements; use cases and GUI designs.
• Experience driving process and technology re-engineering using ITIL, COBIT, Six Sigma, Lean, Kaizen.
• Proficient in end-user support and in infrastructure installation and integration.

Responsibilities

• Administer and support complex environments, including core infrastructure tools and technologies; perform installation, configuration, backup and recovery.
• Review monitoring, capacity, and configuration management to ensure performance and SLAs.
• Deliver high-quality technical solutions; configure, test, monitor and support changes to the IT environment.
• Identify innovative business solutions and challenge assumptions on execution.
• Administer systems and networking in a large corporate environment with global locations and large user base.
• Follow ITIL best practices for Incident, Change, Request and Problem management; apply ITSM practices.
• Adhere to security, governance and compliance requirements (HIPAA, SOX, GDPR, LGPD).
• Define detailed specifications to solve business problems in line with operations architecture.
• Collaborate with third-party vendors, implementation partners and consultants.
• Tune infrastructure parameters for efficient resource utilization and optimization.

Skills

Fluent English

End-user support

Communication with customers

Education

Bachelor's degree in a related 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 include:

• 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 Balls 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.

Key responsibilities include:

• Broad training in a related field usually acquired through college. Bachelors 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.

No agencies please.