Employer: Network Rail
Location: Milton Keynes, GB
Salary: £ 28,500 per year
About Network Rail
At Network Rail, our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter. Watch our video to find out more!
Scotland's Railway is part of this large family, and it covers a large geographical area from the Borders to Thurso at the far tip of the North East of Scotland, accounting for almost 20 per cent of the UK rail network. We provide rapid access along busy commuter routes to our seven cities, servicing the varied needs of our business and leisure commuter services, including cross border services and rural services. We have up to 50 freight services operating every day and we are steadily building capacity for this to grow. Our ambition to be responsive to passengers and freight users, drives us every day and we're empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.
Our colleagues are encouraged to work flexibly as we know that busy lives don't always fit around a traditional working pattern, if you need flexibility to complete your role just let us know and we will do our upmost to help you to invest in your career with us while balancing other aspects of your life.
We're also a Disability Confident Leader employer and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.
We want to help deliver a railway which is safe, reliable, affordable and that provides great customer service to everyone. For more information about Network Rail click here
Brief Description
An exciting opportunity to be part of the team who support Network Rail by being at the forefront of delivering seamless technical and operational support, ensuring a smooth and effective experience for both internal and external users across a diverse range of applications.
About the role (External)
The Role
- Provide support and guidance to the users of our systems, internal and external, including triage, problem analysis, resolution and training.
- Manage customer contacts via multiple sources e.g. ticket platform, telephone, email, live chat.
- Maintain accurate support logs, including assigning and escalating tickets with other teams and suppliers where required.
- Perform account administration in regard to system access, security and licence limitations.
- Produce and co-ordinate user and system communications.
- Maintain and update reference data for a set of applications, both regular and bulk data changes and uploads, to preserve and promote their accuracy, completeness and integrity.
- Process the creation, transfer and validation of data to and between systems.
- Maintain up-to-date knowledgebase articles for both technical support teams and end user guidance.
- Monitor and report on system performance, availability, and usage.
- Provide support with the identification and implementation of new systems, enhancements and continuous improvements to existing systems, including conducting user acceptance testing.
What We're Looking For
Good communication skills (written and verbal) and attention to detail
Customer-focused approach within a shared services environment
The ability to communicate with stakeholders at all levels
Strong analytical, critical thinking, and problem-solving skills
Ability to manage multiple work streams and prioritise effectively
Proactive approach to learning, with the ability to quickly grasp new skills and concepts and adapt to evolving technologies and business needs
Skills and Knowledge
Essential
- High level of IT literacy, including handling and manipulating data (queries, pivot tables, charts)
- Experience of supporting web-based applications
- Experience of working in a business support environment
- Experience in a technical or systems-related environment
- Experience with Salesforce, Azure, SQL
Desirable:
- Knowledge of business processes (supply chain, logistics, commercial, procurement, asset management)
- Relevant ICT qualifications or certifications demonstrating technical competency
Join us and make a real impact on Scotland's infrastructure, helping to shape the future of our railway network.
You'll be at the heart of projects that keep Scotland moving - literally. With every contract you manage you'll be helping to shape a safer, more efficient railway for communities across the country.
Join a team that thrives on unlocking efficiencies through imaginative, forward-thinking collaboration with the supply chain and we'll ensure you're supported and mentored every step of the way as you pursue your personal development goals, including achieving chartered status with RICS, or an equivalent professional body.
How to apply (External)
Salary: £28,500
Network Rail Benefits - To find out about what benefits we offer, click here
Please note proof of all essential qualifications will be required.
Please get your application in as soon as possible, we may close the advert before the listed closing date if we receive enough applications. Late applications will not be accepted.
Please note the recruitment process for this role is a competency-based interview.
We're dedicated to creating an inclusive environment and we welcome applications from everyone!
Network Rail is a Disability Confident Leader, and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles. You can visit Evenbreak's Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information.
