Systems Administrator

At Network Rail, our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. Scotland's Railway covers a large geographical area and supports rapid access along busy commuter routes to seven cities, cross-border services and rural services. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.

We encourage flexible working patterns and support reasonable adjustments for people with disabilities through our Disability Confident Leader status.

• Provide support and guidance to the users of our systems, internal and external, including triage, problem analysis, resolution and training.
• Manage customer contacts via multiple sources e.g. ticket platform, telephone, email, live chat.
• Maintain accurate support logs, including assigning and escalating tickets with other teams and suppliers where required.
• Perform account administration in regard to system access, security and licence limitations.
• Produce and co-ordinate user and system communications.
• Maintain and update reference data for a set of applications, both regular and bulk data changes and uploads, to preserve and promote their accuracy, completeness and integrity.
• Process the creation, transfer and validation of data to and between systems.
• Maintain up-to-date knowledgebase articles for both technical support teams and end user guidance.
• Monitor and report on system performance, availability, and usage.
• Provide support with the identification and implementation of new systems, enhancements and continuous improvements to existing systems, including conducting user acceptance testing.

Good communication skills (written and verbal) and attention to detail.

Customer-focused approach within a shared services environment.

The ability to communicate with stakeholders at all levels.

Strong analytical, critical thinking, and problem-solving skills.

Ability to manage multiple work streams and prioritise effectively.

Proactive approach to learning, with the ability to quickly grasp new skills and concepts and adapt to evolving technologies and business needs.

• High level of IT literacy, including handling and manipulating data (queries, pivot tables, charts).
• Experience of supporting web-based applications.
• Experience of working in a business support environment.
• Experience in a technical or systems-related environment.
• Experience with Salesforce, Azure, SQL.
• Knowledge of business processes (supply chain, logistics, commercial, procurement, asset management).
• Relevant ICT qualifications or certifications demonstrating technical competency.

Join us and make a real impact on Scotland's infrastructure, helping to shape the future of our railway network.

This role involves joining a team focused on delivering efficient collaboration with the supply chain and supporting personal development goals, including pursuing chartered status with a relevant professional body.

Note: Proof of essential qualifications will be required. The recruitment process is competency-based. All offers are conditional upon satisfactory pre-employment checks.