Digital Transformation Support Specialist

3 weeks ago


Manchester, United Kingdom Network Rail Full time

**Transforming the Railway Industry with Digital Solutions**

The Network Rail DDaT directorate is revolutionizing the way we provide services to passengers and freight customers. As a key member of this team, you'll play a vital role in enabling our customers and industry partners with modern technology.

We're seeking a skilled 2nd Line Service Analyst to join our team at Manchester Square One. This prime location offers a fantastic working environment, with a subsidised restaurant, café, and spacious office space. You'll be part of a collective force helping to build and operate a railway fit for the next 200 years.

**Key Responsibilities:**

  • Provide technical resolution and management of customer incidents and requests regarding infrastructure, IT devices, and applications.
  • Contribute to documented improvements in knowledge and support processes for all areas of the Service Operations.
  • Recognise and escalate incident trends to enable prompt action from Incident & Problem Management as appropriate.
  • Manage 2nd line support queues and ensure ticket allocation, vetting, and resolution is carried out in accordance with documented guidelines.
  • Pro-actively document and fill gaps in processes, knowledge, and tools, and make recommendations for improvement.
  • Provide technical guidance and input to all teams within Service Operations and act as a project resource when requested.
  • Assist with other areas of Service Operations support workload as dictated by Service Operations KPIs.


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