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This is a fantastic opportunity for a Solution Support Analyst with excellent working knowledge of Clarity PPM looking for their next career development opportunity with a leading and growing Enterprise IT Consultancy with offices all over the world.
We pride ourselves on adding the very best to our team; people who bring not only the right skills, but ambition, ideas and drive to help us achieve our goals.
If that sounds like you, we want to hear from you…
Role info:
Solution Support Analyst - Clarity PPM
Home based with some travel to team and client meetings circa 4 times in per year
£45,000
Plus Benefits Including Employer Pension Contribution and Development Allowance
Full Time - 13 Month Maternity Cover (With Potential to become permanent)
Reporting to: Service Manager
Values / Culture: Do the Right Thing, Live up to our Commitments, Learn from Mistakes, Collaborate, Respect Others, Take Ownership, Care for Each Other
Company: Strategic Portfolio Management, Agile, ECM and Automation Solutions Consultancy across EMEA
Your Background: Clarity PPM, Troubleshooting and Problem Solving, Team Collaboration, Helpdesk / Customer Support
Who we are:
Established in 2002, we were founded on a passion for bringing the very best people, experience and innovation together to help businesses work smarter, better and faster. In fact, we pride ourselves for always excelling in doing the right thing, so we’re the best in our market providing Strategic Portfolio Management, Agile, ECM and Automation Solutions across Europe, Middle East & Africa.
With offices in the UK, Dubai, Czech Republic, Netherlands and Sweden, our dedicated team provides a breadth of services spanning consultancy, project implementation and support & training.
Everything we do is about enabling our clients to succeed by bringing the very best people, experience and innovation together.
We are excited to offer an opportunity to join our team at a pivotal point in the company’s growth journey.
The Solution Support Analyst Role:
As a Solution Support Analyst, you will be part of our Solution Support team, assisting a diverse range of enterprise clients using Broadcom Clarity. In this role, you will collaborate with colleagues in Delivery and Consulting to troubleshoot Clarity PPM issues, explain key topics to clients, and ensure our performance standards are consistently met.
What your day-to-day might look like:
+ Taking charge of incoming incidents and requests, ensuring they are resolved either independently or collaboratively
+ Resolving incidents and requests within the target resolution time and documenting them within the system
+ Providing Level 2 & 3 support alongside the support team to ensure the efficient use of Clarity PPM
+ Becoming fully knowledgeable about the Clarity PPM instances deployed to clients
+ Explaining complex issues related to troubleshooting to clients and vendors
+ Participating in regular meetings with clients and vendors
+ Logging all incidents and requests appropriately on the helpdesk system
+ Escalating incidents to the appropriate team as necessary
+ Ensuring sufficient and appropriate documentation is created and maintained to support the continued use of Clarity PPM
+ Contributing to service improvements and identifying potential opportunities
+ Maintaining good working relationships with clients, vendors, and colleagues
About you:
+ 2+ years’ experience of carrying out a similar client facing support / analysis role with knowledge of Clarity PPM
+ Previous PPM architecture / consulting experience
+ Proven experience working on large-scale projects for high-profile clients and managing multiple stakeholder groups
+ Attention to detail and excellent report and documentation writing skills
+ Able to troubleshoot, investigate and resolve technical issues
+ Able to self-manage, organise, prioritise tasks under pressure during troubleshooting
+ Good interpersonal skills with the ability to develop an effective working relationships
+ Understanding of different business functions and how they operate within an organisation
+ Able to react quickly and effectively to issues and opportunities
+ Experience of writing requirements fit for testing and user acceptance testing
+ Excellent customer facing, communication and presentation skills
+ A good working knowledge of the current and upcoming Clarity product roadmap
+ Proficient user of IT Software, Microsoft Office suite
+ Fluency in English is essential, but other Northern European languages, or Arabic would be an advantage
+ Specific knowledge and experience of configuring / customising Clarity is a plus but not essential
We pride ourselves on taking the development of our people seriously and are pleased to offer:
+ Competitive salary depending on experience
+ 25 days annual leave (plus Bank Holidays)
+ Employer Pension contribution
+ Remote working with suitable IT infrastructure & equipment provided
+ Professional development allowance
Interested? Apply here for a fast-track path to the Hiring Manager.
Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect you may be contacted by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.
