Enterprise Analyst

Norwich Regeneration Company; Norwich; On-site; GBP 30,000 - 45,000; Full time

Job summary

A local government support entity is looking for Enterprise Analysts in Norwich to enhance IT services and collaborate on various infrastructure projects. The role involves monitoring the IT core systems, managing backup processes, and providing support in a team-oriented environment. Candidates need strong experience in VMware and Office 365, combined with problem-solving skills, to support organizational goals. Commitment to high service quality and the ability to document processes clearly are essential for success in this role.

Qualifications

• Proven experience in 2nd-Line IT support and looking to take the next step towards 3rd-Line.
• Ability to independently research and resolve issues.
• Strong written, verbal, and interpersonal skills.

Responsibilities

• Monitor and maintain the Council's core infrastructure.
• Manage the backup processes to ensure data availability.
• Lead on and collaborate on infrastructure projects.

Skills

Strong experience with VMware technologies

Previous experience managing the Office 365 suite

Experience with Windows Server environments

Backup Management and DR practices

Critical thinking and problem-solving skills

Ability to write clear and concise documentation

Job description

Ready to take the next step in your IT career?

We're looking for three Enterprise Analysts to join our senior infrastructure team to lead and collaborate on projects, solve complex issues and support the wider IT service. You'll be joining the team that looks after our server estate and wide variety of tools alongside managing our data centre and backup processes. If you thrive on challenge, independence, and making a real impact, this is your next move.

Key corporate accountabilities

• Work collaboratively with colleagues to deliver the Corporate and Service plans.
• Take a collaborative approach to delivering IT support across the Council to deliver positive outcomes beyond traditional service boundaries where required and directed by encouraging the sharing of knowledge and experience across the council
• Contribute to the development of Council’s IT strategies and policies to deliver strategic aims and objectives across all service areas
• To work collaboratively with colleagues across the council on cross cutting corporate issues/projects to promote a culture of continuous improvement and good governance
• To promote an open and supportive culture which maximizes the potential of employees across the council and encourages inclusivity, innovation and high performance

Key service related accountabilities

• To support business as usual work priorities/objectives set by the Enterprise Systems Lead in line with IT procedures and to support organisational service delivery ensuring the council has a digitally enabled workforce
• Provide system support to the server, database and storage infrastructure systems used by the council, ensuring all incidents and service requests are appropriately logged, prioritised and progressed efficiently and effectively
• Installation, configuration, and administration of enterprise systems utilising on premise and cloud technologies
• Managing and resolving faults as they occur, liaising with 3rd-party vendors and adhering to agreed SLA’s whilst ensuring all actions are accurately recorded on the helpdesk software and the customer is well informed.
• Responding to service requests, to test all changes and to ensure change plans are documented and followed
• Carrying out maintenance work as identified and programmed
• Deliver technical support, advising of risks, making suggestions and supporting the maintenance of the IT systems to maximise performance as well as ensuring the security of the systems and networks
• Analyse trends, investigate reoccurring incidents, evaluate and produce documented resolutions to prevent future issues which could impact on the Council’s service delivery
• Ensure all agreed solutions are prioritised and available in the event of an incident under the business continuity plan and ensure business continuity recovery systems are regularly tested
• Provide management information and statistics as required
• Produce documentation for all technical work undertaken including writing operational technical procedures
• Identify any areas of risk and how to mitigate risk levels and ensure any risks are escalated in a timely manner
• Ensuring that professional advice is provided to all service areas across the council across the areas covered by this post
• Ensure the security of the systems meets statutory requirements and that all audit/compliance requirements are met
• Support the development and delivery of the Council’s digital transformations ensuring engagement with all stakeholders and partners to achieve success for all service users
• Manage the delivery and development of effective and efficient customer service channels that meet customer needs and manage demand meeting statutory and legal requirements
• On a standby rota to act as the out of hours contact for IT issues

• Will schedule and maintain the system backups and file transfers using the processes and procedure.
• Monitor the IT backups so that data is correctly secured. Perform restoring of files as required. Maintain the backup asset library ensuring the media used is free from defects.
• Monitoring systems/environments/batch schedules/interface files and backup routines.

Key Responsibilities

• Monitoring and maintaining the Council's core infrastrucure including deployment of software updates and patches accross the estate.
• Managing the backup processes and ensuring FTP services are available.
• Lead on and collaborate on infrastructure projects for new integrations or existing system upgrades ensuring detailed documentation is drafted during implementation.
• Lead investigations into complex technical issues, usingresearch and problem-solving skillsto proactively find solutionsindependently.
• Deliver clear, empathetic, and professional support to internal customers, ensuring a high standard of service.
• Maintain accurate records in the fault and service request management system.
• Occasionally supportout-of-hours workfor critical operations.
• Maintain and manage Unixand Oracle systems alongside critical databases.

Essential Technologies & Skills

• Strong experience with VMware technologies: vCenter, ESXi, NSX, VCF etc
• Previous expierence managing the Office 365 suite including Exchange online, Sharepoint and Teams,
• Experience with Windows Server environments
• Ability to write clear and consise documentation.
• Backup Management and DR practices understood.
• Expierence with remediating vulnerabilities and liasing with relevant parties and vendors.
• Critical thinking and problem-solving skills
• Desire to skill up and learn new technologies

What We’re Looking For

• Proven experience in2nd-Line IT supportand looking to take the next step towards 3rd-Line.
• Ability to independently research and resolve issueswithout relying on others
• Strongwritten, verbal, and interpersonal skills
• Patience, empathy, and professionalism in customer interactions
• Formal training or equivalent experience in the technologies listed above