Hybrid Contract Business Systems Support Analyst

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

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.