It Specialist

Description:

The IT Specialist - Engineering Applications is responsible for supporting group engineering applications. Working as part of the Applications team within the IT department, the Specialist will offer valuable experience supporting existing technology and workflows as well as implementing emerging technologies. This role will assist with implementation, maintenance, and support of applications from vendors such as Autodesk, Bentley, ESRI, Ansys, and Trimble. In this role, the specialist will be coordinating the service landing of applications by coordinating with Application Packaging, and Asset Management. Additionally, the specialist will partner with other IT staff to provide application support as it relates to software, network, security, and hardware maintenance.

The key elements to the role are bespoke Application Configuration and Management, IT Service Delivery & Operations, and Key Performance Indicators.

Key responsbilities and duties include: 
Application configuration and management
Provide 4th line support for Engineering and Design applications such as Autodesk products (e.g. AutoCAD, Civil 3D, Revit, Autodesk Forma, Desktop Connector, Access) and Bentley products (e.g. MicroStation, OpenBuildings Designer, OpenGround, Plaxis ) software
Complete administration of Mott MacDonald’s Engineering and Information environments, License server management; Install, Configure, and maintain license managers, and where the servers reside
Develop workflows/rules for engineering applications to meet project and business requirements for collaboration and work sharing, and related database and storage management
Design Automation tools and scripts to work with the Engineering Information suite of services
Research and Development new services, applications and workflows
Contribute to the implementation of upgrades and migration to future application versions and services
IT Service Delivery & Operations
Actively collaborate with Application Packaging, Asset Management and Service Owners to deliver and deploy applications on a global scale
Act as a point of contact for related issues and implement service improvements to continually improve the service
Partner and coordinate with 3rd party vendors on incident escalation and problem management
Coordinate application testing through user acceptance testing
Create and manage application testing scripts
Ensure all related applications are kept up-to-date on the IT Service Catalogue
Improve knowledge and capability within IT team to support applications
Ensure Knowledge based articles are created and maintained to the correct technical standard
Provide written documentation, updates, and root cause analysis on incidents, and resolutions
Interact directly with project teams to gather, document and implement requirements
Monitoring of systems to ensure optimum service availability
Participate in projects to implement new service offerings
When requested, provide guidance to project staff on CAD management procedures, CAD workspace development, plotting and publishing, as mandated by appropriate governance groups
Monitor and maintain the system performance
Maintain technical support documentation, support and provide fixes on applications to the agreed SLA's
Provide a single point of contact for our employees and confidence that we are actively addressing their IT issues
Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication
Provide clear updates in the IT Service Management Tool (Service Now) to enable us to work seamlessly across teams and time zones to provide a frictionless experience for our employees
Continually update the knowledge base to reduce resolution times for future incidents
Identify problems through analysing incident patterns and suggest enhancements to continually improve our services
Understand the critical needs of the business and escalate urgent issues to minimise the impact to the business and employee productivity
Ensure the IT solutions we deliver comply with Mott MacDonald standards, policies and any regulation; this includes adhering to our internal governance
Candidate specification
Essential:
Experience delivering technical support in an engineering environment using Autodesk, Bentley, ESRI, Ansys, and Trimble products
Experience deploying applications to multiple office in a global environment
Experience in supporting engineering applications such as; Revit, Civil 3D, Infraworks, MicroStation, OpenBuildings Designer
Experience in an IT Service Delivery environment in a large organization
Understanding of standard software used in engineering design and how they inter-relate/interact with other programs and peripherals

Desirable:
Graduate or equivalent qualification in IT related discipline
Knowledge of ITIL Service Management best practices, ITIL V3/V4
Extensive knowledge of computer aided engineering tools and methodology, management and configuration of applications architecture, functionality and delivery
Knowledge of Autodesk (e.g. AutoCAD, Civil 3D, Revit, Autodesk Forma, Desktop Connector, Access) and Bentley Systems (e.g. MicroStation, OpenBuildings Designer, OpenGround, Plaxis) software and their interaction with Bentley ProjectWise/ other prime engineering project collaboration software
Experience in creating PowerShell scripts
Experience of directly gathering user requirements for the management of engineering data
Experience of analysing and documenting complex business processes
Awareness of Building Information Modelling (BIM) and its importance to engineering infrastructure

Personal Attributes:
Passionate about technology and learning
Ability to balance demands and priorities and think clearly under pressure
Attention to detail and a focus on quality
Excellent conflict resolution, communication, and collaboration skills
Logical and analytical approach to solving problems