Service Manager - Supportworks

BAE Systems.
20 Sep 2019
15 Nov 2019
Role Purpose

The specific requirement of this 12 month engagement is as follows :

Administer Hornbill Supportworks ( 7.6.2 version ) by managing service requests queues ( i.e. user admin ) supporting a number of business areas/ functions

Ability to perform minor changes such as role changes and approvers

Ability to run / create reports to query data stored in supportworks

Ability to perform a root cause analysis and problem solve to validate issues and queries

Ability to engage with key users and proactively manage a queue

Monitoring services and interfaces to ensure data is flowing to and from Supportworks.

In addition, ability and willingness to learn to facilitate future migration projects, for example into ServiceNow.

More generally

Product Engineers operate, change and grow software that has either been developed, customized or configured to add value to the customer. This is a multi-functional role that works with a Product Team to deliver business value through a high quality product using optimized-flow delivery models based on Agile practices such as Scrum and Kanban.

Product Engineers will be involved in supporting users, defining new features and functionality and implementing change under the guidance and servant leadership of the Product Analysts, Product Architect and the Product Delivery Lead. Product Engineers will work in a highly collaborative, visible and measured environment and will stimulate experimentation, innovation and continuous improvement.

Product Engineers will have a deep understanding of their application and how it is configured for the business, they will live and breathe the Agile manifesto and will use processes, tools and culture to continuously improve what they do and how they work for the delight of the customer. Adding value everyday will be a key goal.

About BAE Systems Applied Intelligence
We use our intelligence-led insights to help defend Governments, Nations and Societies from cyber-attacks and financial crime. Our customers depend on our evolving capabilities to help them safely grow their organisations. Our unprecedented access to threat intelligence, world-leading analysts and market-leading technology means we can help them to adapt, evolve and stay ahead of the criminals.

Diversity and inclusion are integral to the success of BAE Systems Applied Intelligence. We are proud to have an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds - the best and brightest minds - can work together to achieve excellence and realise individual and organisational potential. We also welcome discussions about flexible working.

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