The water industry is facing enormous challenges due to leakage, pollution, and constrained resources. 53% of England's major waterways are polluted, with the majority of the pollution due to practices by the water sector. At Jacobs we're digitising water, creating a sustainable future for the most important building block of life. We're leveraging extensive domain expertise to deliver a transformational digital platform which will help solve for the problems of water scarcity and also water purity. We're building an IoT platform that will change the way water networks are managed and drastically reduce pollution events. Driving excellence in our solution delivery, the Client Incident Manager will oversee the day-to-day delivery of the IoT solution for the client. Working within a dynamic environment with short notice operational issues you be proactive, engaging and will have an awareness of the technology deployed and supporting services. Part of the solution team, you will work closely with those supporting the running of the digital platform, the solution supply chain, and engage directly with users and our clients. You will report (operationally) to the Solution Delivery Lead. Responsibilities Management of Level2 and Level3 incidents and service support requests from users/clients. Includes the coordination of input / actions required by parties across the solution group which includes: Digital Platform Team Sensor providers Data management services and providers Client organisations Digital technology partners Primary lead for major incident management including coordination of investigation, response and communications to users, clients, partners and internal Jacobs business. Understand developing client pain points and frustrations related to the IoT solution; facilitate further discovery and the compilation of problem statements where necessary to enable solution improvements. Support the identification of problems and facilitation of the solution group to diagnose problem root causes. Coordinate the provision of wider Jacobs services that enable the IoT solutions (data onboarding, product configuration etc.). Training of Level1 Service Support Desk personnel in the triage of Incidents and Service Requests specific to the IoT solution. Obtaining content and compiling routine communications on problem resolution (target audience - users / clients). Obtaining content and compiling routine communications on performance issues / loss of service etc. (target audience - users / clients). Develop the maturity of operational procedures; managing the review and approval of changes where required. Maintain relationships with all primary points of contact across the immediate technology and data supply chain for each client solution. Proactively identify opportunities for service improvement. Proactively identify opportunities for solution and product improvement. People are Jacobs' greatest asset, and we offer a competitive package to retain and attract the best talent. In addition to the benefits you'd expect, UK employees also receive free single medical cover and digital GP service, family friendly benefits such as enhanced parental leave pay, free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations. Effective communication skills through confident verbal engagement and efficient written work; able to take context and audience into account. Ability to work within 'operational' environments where time limitations are common. Ability to inspire and influence those not within your direct managerial control to bring about successful delivery - acting as a servant leader. Highly effective relationship management skills, with the ability to find ways of resolving blockers and impediments. Working with metrics to identify improvements at team and solution level. Hunger to learn, self-motivation and ability to stay focused in fast paced environment. Be prepared to get involved. Knowledge of IoT sensors, data management, and digital products are desirable but not essential. You will be a performance and service evangelist first and foremost. At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities. Our Culture Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees. Find out more about life at Jacobs. We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centred on inclusion and diversity - ACE, Careers, Enlace, Harambee, OneWorld, Prism, Vetnet, and Women's - find out more about our employee networks here. Jacobs partners with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visit to view and access our roles. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team . Your application experience is important to us and we're keen to adapt to make every interaction even better. We welcome feedback on our recruitment process and if you need more from us before deciding to join Jacobs then please let us know.
05/02/2022
Full time
The water industry is facing enormous challenges due to leakage, pollution, and constrained resources. 53% of England's major waterways are polluted, with the majority of the pollution due to practices by the water sector. At Jacobs we're digitising water, creating a sustainable future for the most important building block of life. We're leveraging extensive domain expertise to deliver a transformational digital platform which will help solve for the problems of water scarcity and also water purity. We're building an IoT platform that will change the way water networks are managed and drastically reduce pollution events. Driving excellence in our solution delivery, the Client Incident Manager will oversee the day-to-day delivery of the IoT solution for the client. Working within a dynamic environment with short notice operational issues you be proactive, engaging and will have an awareness of the technology deployed and supporting services. Part of the solution team, you will work closely with those supporting the running of the digital platform, the solution supply chain, and engage directly with users and our clients. You will report (operationally) to the Solution Delivery Lead. Responsibilities Management of Level2 and Level3 incidents and service support requests from users/clients. Includes the coordination of input / actions required by parties across the solution group which includes: Digital Platform Team Sensor providers Data management services and providers Client organisations Digital technology partners Primary lead for major incident management including coordination of investigation, response and communications to users, clients, partners and internal Jacobs business. Understand developing client pain points and frustrations related to the IoT solution; facilitate further discovery and the compilation of problem statements where necessary to enable solution improvements. Support the identification of problems and facilitation of the solution group to diagnose problem root causes. Coordinate the provision of wider Jacobs services that enable the IoT solutions (data onboarding, product configuration etc.). Training of Level1 Service Support Desk personnel in the triage of Incidents and Service Requests specific to the IoT solution. Obtaining content and compiling routine communications on problem resolution (target audience - users / clients). Obtaining content and compiling routine communications on performance issues / loss of service etc. (target audience - users / clients). Develop the maturity of operational procedures; managing the review and approval of changes where required. Maintain relationships with all primary points of contact across the immediate technology and data supply chain for each client solution. Proactively identify opportunities for service improvement. Proactively identify opportunities for solution and product improvement. People are Jacobs' greatest asset, and we offer a competitive package to retain and attract the best talent. In addition to the benefits you'd expect, UK employees also receive free single medical cover and digital GP service, family friendly benefits such as enhanced parental leave pay, free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations. Effective communication skills through confident verbal engagement and efficient written work; able to take context and audience into account. Ability to work within 'operational' environments where time limitations are common. Ability to inspire and influence those not within your direct managerial control to bring about successful delivery - acting as a servant leader. Highly effective relationship management skills, with the ability to find ways of resolving blockers and impediments. Working with metrics to identify improvements at team and solution level. Hunger to learn, self-motivation and ability to stay focused in fast paced environment. Be prepared to get involved. Knowledge of IoT sensors, data management, and digital products are desirable but not essential. You will be a performance and service evangelist first and foremost. At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities. Our Culture Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees. Find out more about life at Jacobs. We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centred on inclusion and diversity - ACE, Careers, Enlace, Harambee, OneWorld, Prism, Vetnet, and Women's - find out more about our employee networks here. Jacobs partners with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visit to view and access our roles. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team . Your application experience is important to us and we're keen to adapt to make every interaction even better. We welcome feedback on our recruitment process and if you need more from us before deciding to join Jacobs then please let us know.
The water industry is facing enormous challenges due to leakage, pollution, and constrained resources. 53% of England's major waterways are polluted, with the majority of the pollution due to practices by the water sector. At Jacobs we're digitising water, creating a sustainable future for the most important building block of life. We're leveraging extensive domain expertise to deliver a transformational digital platform which will help solve for the problems of water scarcity and also water purity. We're building an IoT platform that will change the way water networks are managed and drastically reduce pollution events. Driving excellence in our solution delivery, the Client Incident Manager will oversee the day-to-day delivery of the IoT solution for the client. Working within a dynamic environment with short notice operational issues you be proactive, engaging and will have an awareness of the technology deployed and supporting services. Part of the solution team, you will work closely with those supporting the running of the digital platform, the solution supply chain, and engage directly with users and our clients. You will report (operationally) to the Solution Delivery Lead. Responsibilities Management of Level2 and Level3 incidents and service support requests from users/clients. Includes the coordination of input / actions required by parties across the solution group which includes: Digital Platform Team Sensor providers Data management services and providers Client organisations Digital technology partners Primary lead for major incident management including coordination of investigation, response and communications to users, clients, partners and internal Jacobs business. Understand developing client pain points and frustrations related to the IoT solution; facilitate further discovery and the compilation of problem statements where necessary to enable solution improvements. Support the identification of problems and facilitation of the solution group to diagnose problem root causes. Coordinate the provision of wider Jacobs services that enable the IoT solutions (data onboarding, product configuration etc.). Training of Level1 Service Support Desk personnel in the triage of Incidents and Service Requests specific to the IoT solution. Obtaining content and compiling routine communications on problem resolution (target audience - users / clients). Obtaining content and compiling routine communications on performance issues / loss of service etc. (target audience - users / clients). Develop the maturity of operational procedures; managing the review and approval of changes where required. Maintain relationships with all primary points of contact across the immediate technology and data supply chain for each client solution. Proactively identify opportunities for service improvement. Proactively identify opportunities for solution and product improvement. People are Jacobs' greatest asset, and we offer a competitive package to retain and attract the best talent. In addition to the benefits you'd expect, UK employees also receive free single medical cover and digital GP service, family friendly benefits such as enhanced parental leave pay, free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations. Effective communication skills through confident verbal engagement and efficient written work; able to take context and audience into account. Ability to work within 'operational' environments where time limitations are common. Ability to inspire and influence those not within your direct managerial control to bring about successful delivery - acting as a servant leader. Highly effective relationship management skills, with the ability to find ways of resolving blockers and impediments. Working with metrics to identify improvements at team and solution level. Hunger to learn, self-motivation and ability to stay focused in fast paced environment. Be prepared to get involved. Knowledge of IoT sensors, data management, and digital products are desirable but not essential. You will be a performance and service evangelist first and foremost. At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities. Our Culture Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees. Find out more about life at Jacobs. We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centred on inclusion and diversity - ACE, Careers, Enlace, Harambee, OneWorld, Prism, Vetnet, and Women's - find out more about our employee networks here. Jacobs partners with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visit to view and access our roles. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team . Your application experience is important to us and we're keen to adapt to make every interaction even better. We welcome feedback on our recruitment process and if you need more from us before deciding to join Jacobs then please let us know.
05/02/2022
Full time
The water industry is facing enormous challenges due to leakage, pollution, and constrained resources. 53% of England's major waterways are polluted, with the majority of the pollution due to practices by the water sector. At Jacobs we're digitising water, creating a sustainable future for the most important building block of life. We're leveraging extensive domain expertise to deliver a transformational digital platform which will help solve for the problems of water scarcity and also water purity. We're building an IoT platform that will change the way water networks are managed and drastically reduce pollution events. Driving excellence in our solution delivery, the Client Incident Manager will oversee the day-to-day delivery of the IoT solution for the client. Working within a dynamic environment with short notice operational issues you be proactive, engaging and will have an awareness of the technology deployed and supporting services. Part of the solution team, you will work closely with those supporting the running of the digital platform, the solution supply chain, and engage directly with users and our clients. You will report (operationally) to the Solution Delivery Lead. Responsibilities Management of Level2 and Level3 incidents and service support requests from users/clients. Includes the coordination of input / actions required by parties across the solution group which includes: Digital Platform Team Sensor providers Data management services and providers Client organisations Digital technology partners Primary lead for major incident management including coordination of investigation, response and communications to users, clients, partners and internal Jacobs business. Understand developing client pain points and frustrations related to the IoT solution; facilitate further discovery and the compilation of problem statements where necessary to enable solution improvements. Support the identification of problems and facilitation of the solution group to diagnose problem root causes. Coordinate the provision of wider Jacobs services that enable the IoT solutions (data onboarding, product configuration etc.). Training of Level1 Service Support Desk personnel in the triage of Incidents and Service Requests specific to the IoT solution. Obtaining content and compiling routine communications on problem resolution (target audience - users / clients). Obtaining content and compiling routine communications on performance issues / loss of service etc. (target audience - users / clients). Develop the maturity of operational procedures; managing the review and approval of changes where required. Maintain relationships with all primary points of contact across the immediate technology and data supply chain for each client solution. Proactively identify opportunities for service improvement. Proactively identify opportunities for solution and product improvement. People are Jacobs' greatest asset, and we offer a competitive package to retain and attract the best talent. In addition to the benefits you'd expect, UK employees also receive free single medical cover and digital GP service, family friendly benefits such as enhanced parental leave pay, free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations. Effective communication skills through confident verbal engagement and efficient written work; able to take context and audience into account. Ability to work within 'operational' environments where time limitations are common. Ability to inspire and influence those not within your direct managerial control to bring about successful delivery - acting as a servant leader. Highly effective relationship management skills, with the ability to find ways of resolving blockers and impediments. Working with metrics to identify improvements at team and solution level. Hunger to learn, self-motivation and ability to stay focused in fast paced environment. Be prepared to get involved. Knowledge of IoT sensors, data management, and digital products are desirable but not essential. You will be a performance and service evangelist first and foremost. At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities. Our Culture Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees. Find out more about life at Jacobs. We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centred on inclusion and diversity - ACE, Careers, Enlace, Harambee, OneWorld, Prism, Vetnet, and Women's - find out more about our employee networks here. Jacobs partners with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visit to view and access our roles. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team . Your application experience is important to us and we're keen to adapt to make every interaction even better. We welcome feedback on our recruitment process and if you need more from us before deciding to join Jacobs then please let us know.
The water industry is facing enormous challenges due to leakage, pollution, and constrained resources. 53% of England's major waterways are polluted, with the majority of the pollution due to practices by the water sector. At Jacobs we're digitising water, creating a sustainable future for the most important building block of life. We're leveraging extensive domain expertise to deliver a transformational digital platform which will help solve for the problems of water scarcity and also water purity. We're building an IoT platform that will change the way water networks are managed and drastically reduce pollution events. Driving excellence in our solution delivery, the Client Incident Manager will oversee the day-to-day delivery of the IoT solution for the client. Working within a dynamic environment with short notice operational issues you be proactive, engaging and will have an awareness of the technology deployed and supporting services. Part of the solution team, you will work closely with those supporting the running of the digital platform, the solution supply chain, and engage directly with users and our clients. You will report (operationally) to the Solution Delivery Lead. Responsibilities Management of Level2 and Level3 incidents and service support requests from users/clients. Includes the coordination of input / actions required by parties across the solution group which includes: Digital Platform Team Sensor providers Data management services and providers Client organisations Digital technology partners Primary lead for major incident management including coordination of investigation, response and communications to users, clients, partners and internal Jacobs business. Understand developing client pain points and frustrations related to the IoT solution; facilitate further discovery and the compilation of problem statements where necessary to enable solution improvements. Support the identification of problems and facilitation of the solution group to diagnose problem root causes. Coordinate the provision of wider Jacobs services that enable the IoT solutions (data onboarding, product configuration etc.). Training of Level1 Service Support Desk personnel in the triage of Incidents and Service Requests specific to the IoT solution. Obtaining content and compiling routine communications on problem resolution (target audience - users / clients). Obtaining content and compiling routine communications on performance issues / loss of service etc. (target audience - users / clients). Develop the maturity of operational procedures; managing the review and approval of changes where required. Maintain relationships with all primary points of contact across the immediate technology and data supply chain for each client solution. Proactively identify opportunities for service improvement. Proactively identify opportunities for solution and product improvement. People are Jacobs' greatest asset, and we offer a competitive package to retain and attract the best talent. In addition to the benefits you'd expect, UK employees also receive free single medical cover and digital GP service, family friendly benefits such as enhanced parental leave pay, free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations. Effective communication skills through confident verbal engagement and efficient written work; able to take context and audience into account. Ability to work within 'operational' environments where time limitations are common. Ability to inspire and influence those not within your direct managerial control to bring about successful delivery - acting as a servant leader. Highly effective relationship management skills, with the ability to find ways of resolving blockers and impediments. Working with metrics to identify improvements at team and solution level. Hunger to learn, self-motivation and ability to stay focused in fast paced environment. Be prepared to get involved. Knowledge of IoT sensors, data management, and digital products are desirable but not essential. You will be a performance and service evangelist first and foremost. At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities. Our Culture Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees. Find out more about life at Jacobs. We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centred on inclusion and diversity - ACE, Careers, Enlace, Harambee, OneWorld, Prism, Vetnet, and Women's - find out more about our employee networks here. Jacobs partners with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visit to view and access our roles. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team . Your application experience is important to us and we're keen to adapt to make every interaction even better. We welcome feedback on our recruitment process and if you need more from us before deciding to join Jacobs then please let us know.
01/02/2022
Full time
The water industry is facing enormous challenges due to leakage, pollution, and constrained resources. 53% of England's major waterways are polluted, with the majority of the pollution due to practices by the water sector. At Jacobs we're digitising water, creating a sustainable future for the most important building block of life. We're leveraging extensive domain expertise to deliver a transformational digital platform which will help solve for the problems of water scarcity and also water purity. We're building an IoT platform that will change the way water networks are managed and drastically reduce pollution events. Driving excellence in our solution delivery, the Client Incident Manager will oversee the day-to-day delivery of the IoT solution for the client. Working within a dynamic environment with short notice operational issues you be proactive, engaging and will have an awareness of the technology deployed and supporting services. Part of the solution team, you will work closely with those supporting the running of the digital platform, the solution supply chain, and engage directly with users and our clients. You will report (operationally) to the Solution Delivery Lead. Responsibilities Management of Level2 and Level3 incidents and service support requests from users/clients. Includes the coordination of input / actions required by parties across the solution group which includes: Digital Platform Team Sensor providers Data management services and providers Client organisations Digital technology partners Primary lead for major incident management including coordination of investigation, response and communications to users, clients, partners and internal Jacobs business. Understand developing client pain points and frustrations related to the IoT solution; facilitate further discovery and the compilation of problem statements where necessary to enable solution improvements. Support the identification of problems and facilitation of the solution group to diagnose problem root causes. Coordinate the provision of wider Jacobs services that enable the IoT solutions (data onboarding, product configuration etc.). Training of Level1 Service Support Desk personnel in the triage of Incidents and Service Requests specific to the IoT solution. Obtaining content and compiling routine communications on problem resolution (target audience - users / clients). Obtaining content and compiling routine communications on performance issues / loss of service etc. (target audience - users / clients). Develop the maturity of operational procedures; managing the review and approval of changes where required. Maintain relationships with all primary points of contact across the immediate technology and data supply chain for each client solution. Proactively identify opportunities for service improvement. Proactively identify opportunities for solution and product improvement. People are Jacobs' greatest asset, and we offer a competitive package to retain and attract the best talent. In addition to the benefits you'd expect, UK employees also receive free single medical cover and digital GP service, family friendly benefits such as enhanced parental leave pay, free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations. Effective communication skills through confident verbal engagement and efficient written work; able to take context and audience into account. Ability to work within 'operational' environments where time limitations are common. Ability to inspire and influence those not within your direct managerial control to bring about successful delivery - acting as a servant leader. Highly effective relationship management skills, with the ability to find ways of resolving blockers and impediments. Working with metrics to identify improvements at team and solution level. Hunger to learn, self-motivation and ability to stay focused in fast paced environment. Be prepared to get involved. Knowledge of IoT sensors, data management, and digital products are desirable but not essential. You will be a performance and service evangelist first and foremost. At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities. Our Culture Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees. Find out more about life at Jacobs. We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centred on inclusion and diversity - ACE, Careers, Enlace, Harambee, OneWorld, Prism, Vetnet, and Women's - find out more about our employee networks here. Jacobs partners with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visit to view and access our roles. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team . Your application experience is important to us and we're keen to adapt to make every interaction even better. We welcome feedback on our recruitment process and if you need more from us before deciding to join Jacobs then please let us know.
The water industry is facing enormous challenges due to leakage, pollution, and constrained resources. 53% of England's major waterways are polluted, with the majority of the pollution due to practices by the water sector. At Jacobs we're digitising water, creating a sustainable future for the most important building block of life. We're leveraging extensive domain expertise to deliver a transformational digital platform which will help solve for the problems of water scarcity and also water purity. We're building an IoT platform that will change the way water networks are managed and drastically reduce pollution events. Driving excellence in our solution delivery, the Client Incident Manager will oversee the day-to-day delivery of the IoT solution for the client. Working within a dynamic environment with short notice operational issues you be proactive, engaging and will have an awareness of the technology deployed and supporting services. Part of the solution team, you will work closely with those supporting the running of the digital platform, the solution supply chain, and engage directly with users and our clients. You will report (operationally) to the Solution Delivery Lead. Responsibilities Management of Level2 and Level3 incidents and service support requests from users/clients. Includes the coordination of input / actions required by parties across the solution group which includes: Digital Platform Team Sensor providers Data management services and providers Client organisations Digital technology partners Primary lead for major incident management including coordination of investigation, response and communications to users, clients, partners and internal Jacobs business. Understand developing client pain points and frustrations related to the IoT solution; facilitate further discovery and the compilation of problem statements where necessary to enable solution improvements. Support the identification of problems and facilitation of the solution group to diagnose problem root causes. Coordinate the provision of wider Jacobs services that enable the IoT solutions (data onboarding, product configuration etc.). Training of Level1 Service Support Desk personnel in the triage of Incidents and Service Requests specific to the IoT solution. Obtaining content and compiling routine communications on problem resolution (target audience - users / clients). Obtaining content and compiling routine communications on performance issues / loss of service etc. (target audience - users / clients). Develop the maturity of operational procedures; managing the review and approval of changes where required. Maintain relationships with all primary points of contact across the immediate technology and data supply chain for each client solution. Proactively identify opportunities for service improvement. Proactively identify opportunities for solution and product improvement. People are Jacobs' greatest asset, and we offer a competitive package to retain and attract the best talent. In addition to the benefits you'd expect, UK employees also receive free single medical cover and digital GP service, family friendly benefits such as enhanced parental leave pay, free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations. Effective communication skills through confident verbal engagement and efficient written work; able to take context and audience into account. Ability to work within 'operational' environments where time limitations are common. Ability to inspire and influence those not within your direct managerial control to bring about successful delivery - acting as a servant leader. Highly effective relationship management skills, with the ability to find ways of resolving blockers and impediments. Working with metrics to identify improvements at team and solution level. Hunger to learn, self-motivation and ability to stay focused in fast paced environment. Be prepared to get involved. Knowledge of IoT sensors, data management, and digital products are desirable but not essential. You will be a performance and service evangelist first and foremost. At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities. Our Culture Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees. Find out more about life at Jacobs. We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centred on inclusion and diversity - ACE, Careers, Enlace, Harambee, OneWorld, Prism, Vetnet, and Women's - find out more about our employee networks here. Jacobs partners with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visit to view and access our roles. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team . Your application experience is important to us and we're keen to adapt to make every interaction even better. We welcome feedback on our recruitment process and if you need more from us before deciding to join Jacobs then please let us know.
01/02/2022
Full time
The water industry is facing enormous challenges due to leakage, pollution, and constrained resources. 53% of England's major waterways are polluted, with the majority of the pollution due to practices by the water sector. At Jacobs we're digitising water, creating a sustainable future for the most important building block of life. We're leveraging extensive domain expertise to deliver a transformational digital platform which will help solve for the problems of water scarcity and also water purity. We're building an IoT platform that will change the way water networks are managed and drastically reduce pollution events. Driving excellence in our solution delivery, the Client Incident Manager will oversee the day-to-day delivery of the IoT solution for the client. Working within a dynamic environment with short notice operational issues you be proactive, engaging and will have an awareness of the technology deployed and supporting services. Part of the solution team, you will work closely with those supporting the running of the digital platform, the solution supply chain, and engage directly with users and our clients. You will report (operationally) to the Solution Delivery Lead. Responsibilities Management of Level2 and Level3 incidents and service support requests from users/clients. Includes the coordination of input / actions required by parties across the solution group which includes: Digital Platform Team Sensor providers Data management services and providers Client organisations Digital technology partners Primary lead for major incident management including coordination of investigation, response and communications to users, clients, partners and internal Jacobs business. Understand developing client pain points and frustrations related to the IoT solution; facilitate further discovery and the compilation of problem statements where necessary to enable solution improvements. Support the identification of problems and facilitation of the solution group to diagnose problem root causes. Coordinate the provision of wider Jacobs services that enable the IoT solutions (data onboarding, product configuration etc.). Training of Level1 Service Support Desk personnel in the triage of Incidents and Service Requests specific to the IoT solution. Obtaining content and compiling routine communications on problem resolution (target audience - users / clients). Obtaining content and compiling routine communications on performance issues / loss of service etc. (target audience - users / clients). Develop the maturity of operational procedures; managing the review and approval of changes where required. Maintain relationships with all primary points of contact across the immediate technology and data supply chain for each client solution. Proactively identify opportunities for service improvement. Proactively identify opportunities for solution and product improvement. People are Jacobs' greatest asset, and we offer a competitive package to retain and attract the best talent. In addition to the benefits you'd expect, UK employees also receive free single medical cover and digital GP service, family friendly benefits such as enhanced parental leave pay, free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations. Effective communication skills through confident verbal engagement and efficient written work; able to take context and audience into account. Ability to work within 'operational' environments where time limitations are common. Ability to inspire and influence those not within your direct managerial control to bring about successful delivery - acting as a servant leader. Highly effective relationship management skills, with the ability to find ways of resolving blockers and impediments. Working with metrics to identify improvements at team and solution level. Hunger to learn, self-motivation and ability to stay focused in fast paced environment. Be prepared to get involved. Knowledge of IoT sensors, data management, and digital products are desirable but not essential. You will be a performance and service evangelist first and foremost. At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities. Our Culture Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees. Find out more about life at Jacobs. We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centred on inclusion and diversity - ACE, Careers, Enlace, Harambee, OneWorld, Prism, Vetnet, and Women's - find out more about our employee networks here. Jacobs partners with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visit to view and access our roles. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team . Your application experience is important to us and we're keen to adapt to make every interaction even better. We welcome feedback on our recruitment process and if you need more from us before deciding to join Jacobs then please let us know.
Job Title: Associate Technical Support
Band: U1
1.Scope of position
The IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user’s problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
2.Key responsibilities
Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries
Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.
Ensure that issues are resolved within ticket life cycle
Co-ordination between users and resolver groups (if necessary)
Incident handling and escalation management
Work independently and within a team
Communicate well with internal and external contacts
Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
Adhere to company and client’s procedures, policies and guidelines
All KPI related tasks must be followed & adhered to avoid business impact
To ensure that breaks are pre-approved by SME, Team Leader or Manager
Strong problem resolution skills
Escalate unresolved calls to the resolution support team
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
3.Skills/qualifications required
Certifications (Optional) ITIL, MCSE, Software Development/Application support
Level of expertise L1 – L2 On-site Or Remote Support
Excellent communication skills and telephone manner.
Application Support : Prior experience in Application support/Software development, IT Service Desk
IT Awareness : Understanding of SDLC, database technology, OS components would be useful
Tools : Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk
ITIL : Knowledge of ITIL processes and procedures would be an added advantage
SAP - Application Support - optional
C1 level German language skills in combination with excellent English language
Should be a self-motivated achiever who gains satisfaction from providing excellent customer service
Excellent in verbal & written communication
Problem solving abilities, strong logical analytics
12/12/2018
Full time
Job Title: Associate Technical Support
Band: U1
1.Scope of position
The IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user’s problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
2.Key responsibilities
Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries
Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.
Ensure that issues are resolved within ticket life cycle
Co-ordination between users and resolver groups (if necessary)
Incident handling and escalation management
Work independently and within a team
Communicate well with internal and external contacts
Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
Adhere to company and client’s procedures, policies and guidelines
All KPI related tasks must be followed & adhered to avoid business impact
To ensure that breaks are pre-approved by SME, Team Leader or Manager
Strong problem resolution skills
Escalate unresolved calls to the resolution support team
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
3.Skills/qualifications required
Certifications (Optional) ITIL, MCSE, Software Development/Application support
Level of expertise L1 – L2 On-site Or Remote Support
Excellent communication skills and telephone manner.
Application Support : Prior experience in Application support/Software development, IT Service Desk
IT Awareness : Understanding of SDLC, database technology, OS components would be useful
Tools : Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools, CA Service Desk
ITIL : Knowledge of ITIL processes and procedures would be an added advantage
SAP - Application Support - optional
C1 level German language skills in combination with excellent English language
Should be a self-motivated achiever who gains satisfaction from providing excellent customer service
Excellent in verbal & written communication
Problem solving abilities, strong logical analytics
