IT Analyst - Business Applications

Mott MacDonald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future.

We are a team of over 20,000 experts working across the world in more than 50 countries.
We are proud to be part of an ever-changing global industry, delivering transformative work that’s defining our future. It’s our people who power that performance. As an employee-owned business, we invest in creating a space for everyone to feel safe and valued and empowered with the right tools and support.

Whether you want to pursue excellence in your specialism or broaden your experience with flexible roles across our business, you’ll be connected to a community of global experts championing you to be your best. Join us and shape your story with Mott MacDonald, where everyone has the opportunity to be brilliant.

Job Description:

The IT Analyst – Business Applications is responsible for providing 3rd line support, maintenance, administration, and continual improvement of critical enterprise business applications used across the organisation. Working within the IT Operations team, the role ensures that business-critical systems such as Deltek Maconomy, Microsoft Dynamics 365, SAP applications, and associated integrations operate efficiently and reliably to support global business operations.

Reporting Line and Team Structure

• Reports to: IT Manager – Business Applications

• Part of the Global IT Operations function.

• Member of a 7-person Business Applications team:

• • 4 Analysts based in India

• • 3 Analysts based in the UK

The team works collaboratively across regions to provide support coverage, deliver continual service improvements, and maintain the stability and performance of key business applications.

The successful candidate will act as a technical specialist, providing advanced application support, investigating complex incidents, managing service requests, contributing to problem management activities, and supporting application enhancements and projects. The role requires close collaboration with business stakeholders, IT teams, vendors, and managed service providers to deliver high-quality support services aligned with IT Service Management best practices.

The Business Applications team plays a pivotal role in ensuring that enterprise applications perform to a high standard while complying with organisational policies, governance requirements, and security standards. The team supports a diverse global user community and works closely with business and technology partners to deliver reliable, secure, and efficient application services. This aligns with the current Business Applications support function operating within IT Operations.

Key Roles and Responsibilities:

• Provide 3rd line support for enterprise business applications including Deltek Maconomy, Microsoft Dynamics 365, SAP modules, and related technologies.

• Troubleshoot and resolve complex application incidents, service requests, and system issues within agreed service levels.

• Participate in major incident resolution activities and provide technical expertise during critical business-impacting situations.

• Monitor application performance, identify recurring issues, and recommend corrective or preventive actions.

• Ensure accurate documentation of incidents, solutions, workarounds, and support procedures.

• Manage and resolve incidents, problems, requests, and changes in accordance with ITIL and organisational standards.

• Conduct root cause analysis for recurring issues and contribute to Problem Management activities.

• Support Change Management processes by assessing risks, testing solutions, coordinating deployments, upgrades, patches, testing activities, and release deployments.

• Maintain high levels of service quality and customer satisfaction through effective communication and ownership.

• Perform routine application administration, configuration, and maintenance activities.

• Support user access management activities, ensuring compliance with security and governance requirements.

• Support interface monitoring and integration troubleshooting between enterprise systems.

• Liaise with third-party vendors and support partners to investigate and resolve technical issues.

• Raise, manage, and track support cases with vendors.

• Monitor vendor performance against agreed service levels and escalate issues where necessary.

• Identify opportunities to streamline processes, automate repetitive tasks, and improve service efficiency.

• Contribute to knowledge management initiatives and maintenance of support documentation.

• Support service improvement projects and business application enhancement programmes.

• Build strong working relationships with business users, technical teams, and external suppliers.

• Communicate technical information clearly to both technical and non-technical audiences.

• Support training, knowledge transfer, and user guidance activities where required.

• Work collaboratively across global teams to support business operations in multiple regions and time zones.

• Ensure all support activities comply with organisational policies, security standards, and governance requirements.

• Assist with audit activities and evidence gathering when required.

• Identify operational risks and proactively escalate issues that could impact business operations.

Candidate Specification:

Essential:

• Degree or equivalent relevant qualification in an IT-related discipline, or significant relevant industry experience.
• Strong understanding of global ERP and business systems including:

• • Deltek Maconomy

• • Microsoft Dynamics 365

• • SAP modules

• Experience supporting enterprise applications in a production environment.
• Experience of IT Service Management best practices, particularly:

• • Incident Management

• • Problem Management

• • Change Management

• Strong analytical and troubleshooting skills.
• Excellent verbal and written English communication skills.
• Exceptional customer service and stakeholder management skills.
• Ability to prioritise workload and manage multiple activities simultaneously.

Desirable:

• ITIL Foundation certification or knowledge of ITIL Service Management best practices (ITIL V3/V4).
• Experience using ServiceNow or similar IT Service Management platforms.
• Hands-on experience supporting:

• • Deltek Maconomy

• • Microsoft Dynamics 365

• • SAP applications

• Experience supporting integrations between enterprise applications.
• Exposure to application testing, release management, and system administration.
• Experience working within a global organisation supporting geographically dispersed users.
• Knowledge of reporting and business intelligence solutions.

Personal Attributes:

• Passionate about technology, innovation, and continuous learning.
• Logical and analytical problem solver with strong attention to detail.
• Calm and composed under pressure, particularly during major incidents.
• Strong customer-focused mindset with a commitment to service excellence.
• Excellent communication, collaboration, and interpersonal skills.
• Effective conflict resolution and stakeholder management abilities.
• Proactive and self-motivated with a drive for continual improvement.
• Ability to work independently whilst contributing positively to team objectives.
• Commitment to quality, accuracy, and operational excellence.

Key Success Measures:

• Achievement of SLA and KPI targets, high customer satisfaction scores.

• Reduction of recurring incidents through effective problem management.

• Quality and timeliness of incident, request, and change resolution.

• Contribution to automation, process improvement, and knowledge management initiatives.

• Compliance with governance, security, and audit requirements.

Flexible working
At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.

Our benefits package is designed to enhance your experience:

• Agile working
• Critical illness and compassionate leave
• Paternity Leave
• Group term life insurance, and Group medical insurance coverage
• Career mobility options
• Short and Long-term global employment opportunities
• Global collaboration and knowledge sharing

Employment Compliance Requirement

As part of our global compliance requirements, all candidates must hold a valid Right to Work (RTW) document in India, which will be verified during the recruitment process.
Acceptable documents include a Passport, Voter ID, or Birth Certificate.
By applying, you confirm that you can provide valid documentation if and when required.