Business Process & IT Support Analyst

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

THE OPPORTUNITY

Title: Business Process & IT Support Analyst

Location: Hinton House, Warrington

Reports to (direct): Programme Manager 

Working Pattern: Site Specific

Job summary

The Business Process & IT Support Analyst will provide front-line technical support, training, and issue resolution for end-users on hardware, software, and peripherals, aiming for self-sufficiency. Managing service tickets, change requests, process improvements and training.

As this role is part of the Programme Management Office you will work very closely with the Operations to provide support in areas such as User Acceptance Testing, application/ solution development, compliance, security and other support activities required to deliver the innovation strategy. As part of the innovation strategy, you should always be looking out for alternate solutions (which include software and hardware/tech) for current and future projects to enhance the product offering or reduce cost.

Your role in our mission: 

• User acceptance testing of new and upgraded IT platforms and applications

• Service introduction support for new services, applications and technologies in line with ITIL best practice

• Delivery of project specific activity to achieve the overall project plan as directed by the PMO

• Maintain and provide routine servicing to the suite of scanners and digitisation equipment on site, raising support calls as required

• Test application changes for functionality and prepare documentation for CAB approval

• Super user for all key production applications and point of contact for issues and problems

• Working knowledge of Microsoft applications, the ability to manage SQL databases, scripting and MS365

• Manage time and workload effectively, ensuring deadlines are met and goals achieved. 

• Continuously strive to improve processes by raising new ideas and solutions to existing challenges.

• Use initiative to learn and develop skills and highlight areas for training that will aid current or future projects.

• Development of new innovations and products as agreed with manager in line with innovation strategy

• Logging and processing support calls and managing change process for IT and Operational changes

• Installing and configuring computer hardware, software, systems, networks, printers and scanners

• Planning and undertaking scheduled maintenance upgrades

• Setting up accounts for staff, ensuring that they know how to log in

• Talking to clients and computer users to determine the nature of any problems they encounter

• Responding to breakdowns

• Investigating, diagnosing and solving computer software and hardware faults

• Repairing equipment and replacing parts

• Develop and deliver training on applications and solutions as required for new and existing users

• Obtaining replacement or specialist components, fixtures or fittings

• Checking computer equipment for electrical safety

• Maintain health and safety within the working environment, and report any Information Security, Environmental, Health, Safety or Quality incidents to your manager

• Follow security procedures to always ensure site security and confidentiality. 

• Understand the key principles and requirements of ISO 27001, ISO 10008, Cyber Essentials Plus and GDPR and be able to effectively demonstrate compliance with all applicable information security requirements during audit

Specific Duties:

• Creation and management of IT Service Desk and User Account Management function.

• Researching possible software solutions to increase work efficiency

• Interpreting data about company policies and workflows

• Supporting project teams during the analysis and planning stages of software development

• Working on other project phases like implementation and testing

• Evaluating risks and predicting potential problems

• Acting as a liaison between the business and its Information Technology (IT) department

• Acquiring knowledge of products or services provided by the business

• Incorporating user suggestions into projects and technological solutions

• Identify areas of process improvements and cost optimization initiatives.

• Make recommendations for process changes to improve efficiency

• Assist PMO team as required to meet objectives and deliverables

• Help develop and improve current projects along with creating new solutions with new concepts of work to further expand the business.

• Assist delivering and implementing ideas from innovation strategy. 

• Work with the PMO Team to develop and implement new strategies and solutions into various parts of the business. 

This is not an exhaustive list of duties and you may be asked to do other tasks which you should not reasonably refuse.

Valued skills and experience:

• Analytical and problem-solving skills.

• Excellent customer service.

• Adaptability and a proactive approach.

• Ability to use own judgement to make quick decisions

• Proven analytical abilities

• Exceptional analytical and conceptual thinking skills.

• Excellent documentation and organizational skills.

• Knowledge of Microsoft applications (Visio, PowerBI preferred), SQL, and IT Service Desk processes.

• Excellent planning, organisational, and time management skills.

• Awareness of data security and compliance.

• Understanding of continuous improvement methodologies.

• Reporting

• Experience in an operations environment and project/user testing.

• Experience of working in a highly controlled and secure environment

• Web Development

• Database design and maintenance

• System design and development

• Experience creating detailed reports and giving presentations

• Desired: Degree in Computer Science or related field, ITIL V4 Practitioner, web development, database management experience.

Discover what awaits you

• Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.

• Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.

• Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.

• Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.

• Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)

• Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).

• Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.

• Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.

• Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.

Category: Operations Group