Business Support Analyst

Salary: £28,119 up to £35,000 dependent upon experience

Contract Type: Permanent – Full Time

Base Location: Gatwick – the successful candidate would be expected to be in the office twice a week

Security Level: SC

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

The Role

To manage the portfolio of Third-Party IT Contracts, IT Hardware and Software Licensing. To provide a range of relevant, timely and cost-effective IT Services from external suppliers, which will support the tactical and strategic business requirements of the CAA.

The jobholder will ensure appropriate visibility of agreements as available to relevant stakeholders and in managing renewals will ensure timely consideration to provide the opportunity for the best possible procurement and service agreements.

The jobholder may be responsible for the management of technology assets, which includes optimising the value and cost of technology assets while mitigating the risks these assets present to the organisation throughout their life.

Core Accountabilities

• Manage the CAA IT hardware catalogue ensuring best value and performance is obtained from external suppliers
• Manage and maintain inventory data within the Configuration Management Database (CMDB) tool.
• Ownership of People, Department and Organisational data within the CMDB tool.
• Identify and report on breaches of IT Asset Management policy and track remedial action.
• Carry out IT ordering and invoicing processes, ensuring that correct budgetary information is recorded, and providing advice and guidance to junior members of staff.
• To establish internal business need and then work with external suppliers to ensure the CAA achieves maximum value for money in the procurement of its IT Assets including Hardware and Software.
• Ensure the effective management and tracking of CAA IT assets
• Carry out business/user requests for CAA Asset Management, including engagement with business representatives to gather and document business requirements.
• Monitor IT Service Management tool (ITSM) incidents, change and service requests queue.
• Carry out administration and application configuration of License Management tool to ensure accurate license management.
• Escalate Software Licensing queries to Senior Business Support Analyst and/or Business Support Manager as relevant.
• To be engaged or involved with project activity such as Kit Refresh and Software upgrades.
• Provide advice and guidance to IT Coordinator community in relation to the management of department assets.
• Provide periodic statistical reports and updates on the status of the CAA asset services.
• Undertake ad-hoc project activities as agreed with the Business Support Manager.
• Provide auditing on CMDB and License Management tool assets.
• Ensure best practice and CAA governance is applied to all systems and services, recommending opportunities for system improvement.
• Ensure that asset lifecycle management practices are applied, and that unused information and environments are decommissioned correctly.
• Ensure all new software and hardware requests for the production environment are conducted in complete compliance with the change process.
• Ensure that operational documentation is maintained and up-to-date and stored in the appropriate document repository.
• Resolve all issues with invoicing that may arise ensuring appropriate notification for budget holder(s).
• Provide Ad hoc reports to account for budgeted spend on hardware, software and consumable items purchased within the financial year.
• Undertake ad-hoc project activities as agreed with the Business Support Manager.

About You

To be considered for the role you must be:

• Educated to GCSE level in Maths and English or equivalent.
• Good communication skills and where appropriate.
• Proven Customer Service skills.
• Positive, enthusiastic and supportive individual.
• Ability to take ownership of and progress incidents to resolution.
• Ability to work under pressure.
• Ability to work in a team and to support team members.
• Effective keyboard skills.
• Communication and interpersonal skills including listening, building rapport, establishing empathy and demonstrating awareness of internal and external issues in a calm and polite manner.
• Experience of Software Licensing.
• Knowledge of ITIL framework as disciplines would be preferential.
• Good analytical skills.
• Excellent Reporting and Governance skills.
• The ability to think logically, to apply good practice guidelines and make decisions on a wide variety of service affecting issues.
• Understanding of different Software Licensing Models.
• Understanding of Contract structure and incorporated Terms and Conditions.
• Carry out request fulfilment validation role.
• Experience of audit and review processes.
• Experience of providing user support over the phone, by email and remote access.
• Ensure financial management is within budgeted spend in relevant nominals, escalate any risks of a budgetary nature in a timely fashion.
• Ability to work with minimal supervision, prioritising and managing their workload.
• Methodical and organised and the ability to work under pressure.
• Knowledge of technology asset life cycle (whether digital technology, information, financial or physical assets), best practice governance, tools and services.

Additional Information

For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance.

To be vetted we will usually expect a reasonable period of residency in the UK so that meaningful checks can be undertaken. For this role this will need to be 5 years.

If you do not meet these requirements, we may not be able to accept your application.

For more information on SC clearance please visit - Vetting explained - GOV.UK (www.gov.uk)

The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.

Working With Us
 

We offer a range of excellent benefits such as flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more!
 

We are on a journey towards being increasingly adaptable, where our colleagues collaborate as part of cross-functional teams. This approach ensures we never stop learning together. It also means that you may become involved in activities that take you out of your day-to-day role, providing you with opportunities to develop and grow your career with us.
 

We have embraced hybrid working and offer flexible working patterns, being open to having a conversation about what works for you. We know where and when we work is important in achieving a work-life balance.
 

We are passionate about diversity and ensuring all are included at the CAA. We are an equal opportunity employer and actively encourage applications from candidates of all backgrounds. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone.
Our Values
 

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone – For more information please Click Here
 

Closing Date: Wednesday 22nd May 2024

Interview Date: W/C Monday 3rd June 2024

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

No recruitment agencies please.