IT Analyst - Productivity Applications

Job Description

Location/s: Newcastle, UK
Relocation supported: Not supported, but internal applications are welcome
Recruiter contact: Laura Kennedy
Hiring manager contact: Chris Gray

Mott MacDonald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.

We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance – we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.

Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you’re surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee-owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued. Whatever your ambition, Mott MacDonald is where people come to be brilliant.

Overview of the role

As an IT Analyst- Productivity Applications you will report to the Team Lead – Productivity Applications and act as the escalation point for issues related to our Microsoft applications, Service platform, and other productivity categorised applications. In this role, you will provide advanced troubleshooting, integration support, and service enhancements, ensuring a seamless experience for colleagues and maintaining operational resilience.

You will play a vital role in supporting day-to-day continuity for a dynamic organisation. Responsibilities include resolving complex incidents, managing integrations with third-party cloud services, and collaborating with cross-functional teams to deliver high-quality IT services. Clear communication, technical expertise, and adherence to security and operational standards will be key to your success.

Collaboration is central to this role. You will work closely with colleagues in 1st and 2nd line, infrastructure, and application teams, contributing to a culture of knowledge sharing and continuous improvement. With a focus on service excellence and professional growth, you will have opportunities to develop advanced technical skills, support digital transformation initiatives, and help enhance employee satisfaction and operational resilience.

Key responsibilities:

• Provide expert-level support for complex technical issues for Microsoft applications, ServiceNow platform, and other applications categorised as productivity
• Act as the primary escalation point, ensuring timely resolution and service continuity
• Deliver outstanding customer service through clear, empathetic, and professional communications
• Collaborate with the Service Desk, Desktop Services, and cross-functional teams to ensure smooth escalation and knowledge sharing
• Maintain accurate documentation of troubleshooting steps, resolutions, and known issues
• Identify recurring problems and implement long-term solutions to improve reliability
• Ensure compliance with SLAs, governance, security, and audit requirements
• Provide product ownership for ServiceNow components within the
• Productivity Applications portfolio
• Support change control processes and work closely with the Change Manager
• Drive service enhancements and automation initiatives
• Troubleshoot and resolve ServiceNow issues, including permissions, data segregation, Service Catalogue forms, and workflows

Personal Attributes:

• Demonstrates ownership and accountability, resolving complex issues independently
• Communicates with clarity, empathy, and professionalism under pressure
• Applies analytical thinking and sound decision-making in challenging scenarios
• Collaborates effectively across support tiers, fostering knowledge sharing and service continuity
• Maintains a structured approach to documentation and troubleshooting
• Proactively seeks opportunities for service reliability and innovation

Key Performance Indicators:

• SLA compliance (timely resolution and escalation)
• Mean Time to Resolve (MTTR)
• Customer Satisfaction (CSAT) scores
• Accuracy and completeness of documentation
• On-time delivery of changes and project milestones
• Adoption of automation and service improvements
• Platform availability and resilience
• Knowledge production

Candidate specification:

Essential:

• Experience of supporting ServiceNow modules and/or Microsoft products
• In-depth experience of working in an IT Service Environment or Applications team
• Strong communication and interpersonal skills, with a calm and professional approach under pressure
• Comfortable working independently and prioritising tasks effectively
• Attention to detail when recording information and sharing knowledge
• Awareness of security best practices and commitment to keeping systems and data secure
• A proactive attitude towards learning and professional development
• Knowledge of the Microsoft 365 components and how they interact with one another
• Experience of SharePoint Online and MS Teams Administration
• Experience in supporting MS Exchange Online
• Exceptional customer service skills
• Experience in a service desk support role, ideally working to SLAs

Desirable:

• Good understanding of IT Operations environment ITIL module Tier 1 – 4
• Experience operating within complex, matrixed organisations and working with global teams
• Relevant ServiceNow or Microsoft accreditations
• A relevant degree or equivalent or a BE/B Tech/MCAMCSA or MCSE or relevant certification in Microsoft Office 365
• ITIL V4 foundation
• Experience running PowerShell scripts for administration purposes
• Experience of OneDrive, Power Apps, Power Automate and Power BI

UK Immigration

Mott MacDonald Ltd. are not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. This decision is as a consequence of the changes made to the Skilled Worker route by the UK Government in April 2024. We continue to welcome applications from candidates who are eligible for alternative immigration routes in the UK, that do not require sponsorship as a Skilled Worker now or in future.

Agile working

At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team, and personal commitments. We offer a hybrid working policy that embraces your well-being, flexibility, and trust.

Equality, diversity, and inclusion

We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.

Accessibility

We want you to perform your best at every stage in the recruitment process. If you are disabled or need any support to enable you to apply or attend an interview, please contact us at reasonable.adjustments@mottmac.com and we will talk to you about how we can support you.

We offer some fantastic benefits including:

Health and wellbeing

• Private medical insurance for all UK colleagues.
• Health cash plan to support you with every day health costs and treatments.
• Access to Peppy, providing free support from menopause experts for all UK colleagues.
• A variety of wellbeing support is available through our comprehensive wellbeing program, including access for you and your family.
• Ability to flex your salary to opt into a wide range of health benefits, many of which can be extended to your family too.

Financial wellbeing

• We match employee pension contributions between 4.5% and 7%.
• Life assurance equal up to 4 x your basic salary, with an option to increase the level of cover to 6 x your salary.
• Our income protection scheme provides a financial benefit, as well as absence and return to work support due to long-term illness or injury.
• Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing.
• As an independently owned business we share the financial success of the business with all our colleagues in various ways including annual bonus schemes.

Lifestyle

• A minimum of 33-35 days holiday each year, inclusive of public holidays and dependent on level, with the ability to buy or sell leave through our flexible benefits programme.
• Holiday entitlement increased to a minimum of 35 days after 5 years’ service.
• Variety of employee saving schemes and discounts from high-street retailers.

Enhanced family and carers leave

• Enhanced family leave policies, including 26 weeks paid maternity and adoption leave, and two weeks paid paternity/partner leave.
• Our shared parental leave matches maternity leave meaning we pay up to 24 weeks at full pay.
• Up to five additional days leave are provided for those with significant caring responsibilities, two of which are paid.

Learning and development

• Primary annual professional institution subscription.
• A broad range of opportunities to enhance both technical and soft skills through mentoring, formal training, and self-development options.

Networks, communities, and social outcomes

• Join a wide range of groups including our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability, and parents/carers communities.
• Make a difference within our communities through our social outcomes.

Apply now, or for more information about our application process, click here.