Area Support Analyst

4 weeks ago

Manchester, United Kingdom Network Rail Full time

Brief Description

We are now seeking Area Support Analyst . This is an exciting opportunity to ensure operational delivery and KPI performance, while driving best practices in accordance with statutory, regulatory, and group policy and regulations at our Manchester office. 

About the role (External)

What Does an Average Day for an Area Support Analyst Look Like?

As an Area Support Analyst, you will act as a subject matter expert for operational escalations, continually developing your team to enhance knowledge and performance. You'll work closely with the Planning and Customer Services Teamto review performance, document processes, and drive standardisation. Additionally, you'll support the Helpdesk team to respond to complex queries, and share knowledge across Networkrail Training to focus on key initiatives.

What Would Set You Apart?

Being customer-focused with exceptional stakeholder management skills is crucial. Your experience in managing improvement projects and driving continuous improvement will help you excel in this role. Proven analytical skills and excellent communication abilities will also set you apart.

Main Responsibilities

Act as the departmental subject matter expert for all operational escalations, upskill, and continually develop the team to drive knowledge and performance. Work with the Planning and Customer Services Teamto review performance, provide feedback, and escalate concerns to the team manager when necessary. Build knowledge and understanding of the operation you work within, document processes, and drive standardisation. Upskill team members to follow and continually consider improvements to processes. Understand the full Networkrail Training operation, work with other departmental analysts to share knowledge and upskill within the subject matter expert community. Act as second-line support for the Helpdesk team in answering complex queries and respond on behalf of your team. Participate in a peer group of Analysts within the Planning and Customer Services Team, focus on driving knowledge sharing with Networkrail Training, and focus on key initiatives. Support an inclusive culture where individuals can be themselves and are free to challenge existing processes without discouragement. Encourage a culture of operational responsibility where individuals take personal ownership for delivery. Operate within the pre-agreed control framework; embed a control mindset amongst employees. Continually review the framework for adherence, identify gaps, define, socialise, and embed improvements. Work with all parties to reduce risk and the cost of control. Develop and continually improve relations with key stakeholders, define and embed a customer-centric culture where all team members consider the impact on customers and their future requirements.

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