Business Systems Support Lead

Job title: Business Systems Support Lead

Company: Network Rail


Job description: Are you ready to make a difference in people’s lives? At Network Rail, we connect passengers and freight customers, ensuring safe and efficient transportation across the country. We’re an organisation where people truly matter, and when you join us, you matter to us and millions of others. to watch our inspiring video to learn more about us!We’re dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we’re committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. Discover more about the importance of Diversity and Inclusion at Network Rail by .Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you’re passionate about making a meaningful impact, then this opportunity is for you!About our people and the recruitment process – We’re an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don’t always fit. If you want to consider working flexibly, just let us know and we’ll do our best to help and invest in your career with us, whilst you have a healthy work life balance.We’re also a employer and we’ll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.Brief DescriptionYou’ll be joining the Route Services finance team, which is part of the corporate structure known as Finance and Business Support, within the Route Services directorate. Your role involves supporting the function to deliver services that are vital to the running of the railway, delivering the provision of services agreed by the routes to allow them to benefit from economies of scale and the optimisation of our critical resources.Lead and monitor day-to-day operational activities of the Business Systems Support Team, delivering a professional and comprehensive support service. While providing expert technical and operational support and guidance in respect of the various systems supported and owned by Route Services.About the role (External)

• Lead the teams’ day-to-day operations, providing training, direction, support and guidance in order to verify their key accountabilities are undertaken efficiently and effectively.
• Maintain a solid subject matter expert understanding of systems and their business processes to be enabled to support the team in responding and resolving system queries, faults and requests during periods of high demand.
• Manage escalations through to satisfactory completion by demonstrating high levels of customer service and applying direction to situations that require increased responses and swift action.
• Manage the minor system enhancements from concept through to delivery and into BAU. Including managing the system testing process, co-ordinating and facilitating regular stakeholder engagement sessions, development and delivery of training plans and materials to embed adoption and provide users with the relevant knowledge and access within agreed achievable timescales.
• Lead the teams’ activities within the system testing processes, testing new and upgraded systems before deployment to confirm they correctly validate and verify the business requirements and process.
• Monitor and evaluate workloads to set targets and understand business processes and priorities to take appropriate action when resource balancing is required aligned to workloads and competence.
• Set individual objectives and targets for team members, manage staff to achieve these by regularly gathering and challenging performance feedback to constructively appraise individuals’ performance.
• Motivate, coach and develop team members to deliver an improved service quality and aid continual personal development, consequently improving the level of service the team provides to our customers.
• Regularly monitor records and phone calls to certify high levels of accuracy and quality in order to undertake analysis to identify system enhancements required to add value to the business and deliver continuous improvements.
• Build positive relationships with the wider Business Systems teams, the business and external suppliers. Attending and representing the Business Systems Support team at user groups and workshops to actively promote the team and build and present as a cohesive team that understands the needs of the business and is able to provide value for money.

Meet the essential criteria? Apply today to join our team!

• Evident use of analytical, organisation and teamwork skills in a technical or systems related environment.
• Previous experience of managing multi-skilled teams and multiple workstreams in a customer focussed support environment, working to published service levels.
• Knowledge and experience of using test environments, orchestrating, and performing UAT to identify & develop solutions.
• Proven IT capabilities with Microsoft 365 platform (Office, AD, SharePoint, Teams, Exchange, OneDrive etc.).
• Experience of using Oracle modules including iProcurement & Supply Chain, SharePoint, NROL3, Maximo and Bravo NR or equivalent business systems
• ITIL Foundation Certificate with experience in following and adopting ITIL processes
• Prince2 Foundation qualification or equivalent
• Demonstrable experience of using and supporting Web-based Applications.
• Ability to work under pressure and manage workloads effectively, both individually and as a team.
• Demonstrable communication and customer service skills. Ability to communicate complex issues in a customer-focused way.

Desirable

• Knowledge and experience of procurement processes
• Knowledge and experience of logistic processes
• Knowledge and experience of incident and problem management solutions.
• ITIL Practitioner Certificate
• PRINCE2 Practitioner, AgilePM, Change Management or equivalent qualification
• ILM Level 2 or above or equivalent Qualification.

How to apply (External)Salary: £35,582 (Band 4B)Closing date: 20th January 2025. – Late applications will not be accepted.Click apply now to apply.For this role you need to live within 75/90 minutes of The Quadrant in Milton Keynes.Remote working opportunity! this role requires working in the office 2/3 days a weekYou can visit for advice on accessibility support if you’re unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.Network Rail Benefits –All offers of employment are conditional upon satisfactory completion of pre-employment checks.

Expected salary: £35582 per year

Location: Milton Keynes

Job date: Tue, 14 Jan 2025 04:04:09 GMT

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