Norwich City Council
Enterprise Analyst
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We're looking for three Enterprise Analysts to join our senior infrastructure team to lead and collaborate on projects, solve complex issues and support the wider IT service. You'll be joining the team that looks after our server estate and wide variety of tools alongside managing our data centre and backup processes. If you thrive on challenge, independence, and making a real impact, this is your next move.
Job Description
Key Corporate Accountabilities
- Work collaboratively with colleagues to deliver the Corporate and Service plans.
- Take a collaborative approach to delivering IT support across the Council to deliver positive outcomes beyond traditional service boundaries where required and directed by encouraging the sharing of knowledge and experience across the council.
- Contribute to the development of Council’s IT strategies and policies to deliver strategic aims and objectives across all service areas.
- Work collaboratively with colleagues across the council on cross-cutting corporate issues/projects to promote a culture of continuous improvement and good governance.
- Promote an open and supportive culture which maximizes the potential of employees across the council and encourages inclusivity, innovation, and high performance.
Key Service Related Accountabilities
- Support business as usual work priorities/objectives set by the Enterprise Systems Lead in line with IT procedures and to support organizational service delivery ensuring the council has a digitally enabled workforce.
- Provide system support to the server, database, and storage infrastructure systems used by the council, ensuring all incidents and service requests are appropriately logged, prioritized, and progressed efficiently and effectively.
- Installation, configuration, and administration of enterprise systems utilizing on-premise and cloud technologies.
- Managing and resolving faults as they occur, liaising with 3rd party vendors and adhering to agreed SLA’s whilst ensuring all actions are accurately recorded on the helpdesk software and the customer is well informed.
- Responding to service requests, to test all changes, and to ensure change plans are documented and followed.
- Carrying out maintenance work as identified and programmed.
- Deliver technical support, advising of risks, making suggestions, and supporting the maintenance of the IT systems to maximize performance as well as ensuring the security of the systems and networks.
- Analyse trends, investigate reoccurring incidents, evaluate, and produce documented resolutions to prevent future issues which could impact on the Council’s service delivery.
- Ensure all agreed solutions are prioritized and available in the event of an incident under the business continuity plan and ensure business continuity recovery systems are regularly tested.
- Provide management information and statistics as required.
- Produce documentation for all technical work undertaken including writing operational technical procedures.
- Identify any areas of risk and how to mitigate risk levels and ensure any risks are escalated in a timely manner.
- Ensuring that professional advice is provided to all service areas across the council across the areas covered by this post.
- Ensure the security of the systems meets statutory requirements and that all audit/compliance requirements are met.
- Support the development and delivery of the Council’s digital transformations ensuring engagement with all stakeholders and partners to achieve success for all service users.
- Manage the delivery and development of effective and efficient customer service channels that meet customer needs and manage demand meeting statutory and legal requirements.
- On a standby rota to act as the out-of-hours contact for IT issues.
- Schedule and maintain the system backups and file transfers using the processes and procedures.
- Monitor the IT backups so that data is correctly secured. Perform restoring of files as required. Maintain the backup asset library ensuring the media used is free from defects.
- Monitoring systems/environments/batch schedules/interface files and backup routines.
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Responsibilities
Key Responsibilities
- Monitoring and maintaining the Council's core infrastructure including deployment of software updates and patches across the estate.
- Managing the backup processes and ensuring FTP services are available.
- Lead on and collaborate on infrastructure projects for new integrations or existing system upgrades ensuring detailed documentation is drafted during implementation.
- Lead investigations into complex technical issues, using research and problem-solving skills to proactively find solutions independently.
- Deliver clear, empathetic, and professional support to internal customers, ensuring a high standard of service.
- Maintain accurate records in the fault and service request management system.
- Occasionally support out-of-hours work for critical operations.
- Maintain and manage Unix and Oracle systems alongside critical databases.
Skills Required
Essential Technologies & Skills
- Strong experience with VMware technologies: vCenter, ESXi, NSX, VCF etc.
- Previous experience managing the Office 365 suite including Exchange online, SharePoint, and Teams.
- Experience with Windows Server environments.
- Ability to write clear and concise documentation.
- Backup Management and DR practices understood.
- Experience with remediating vulnerabilities and liaising with relevant parties and vendors.
- Critical thinking and problem-solving skills.
- Desire to skill up and learn new technologies.
Educational Requirements
What We’re Looking For
- Proven experience in 2nd-Line IT support and looking to take the next step towards 3rd-Line.
- Ability to independently research and resolve issues without relying on others.
- Strong written, verbal, and interpersonal skills.
- Patience, empathy, and professionalism in customer interactions.
- Formal training or equivalent experience in the technologies listed above.
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Why work for us
Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.
To find out more about working and living in Norwich Home | Work in Norwich.
The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve, to find out more about what it is like to work in local government visit Working in local government - #LocalGov Careers - Youth Employment UK
We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life, or a sideways move – we have a variety of challenging employment opportunities for everybody.
Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays, and working arrangements to suit all lifestyles.
Equal Opportunities Policy
The council is committed to a policy of equality opportunity in employment, in recruitment, and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation, or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.
Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.
Benefits
We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life, or a sideways move – we have a variety of challenging employment opportunities for everybody.
- All employees are eligible to join the Local Government Pension Scheme (LGPS).
- Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees.
- In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas.
- Norwich City Council supports its employees through the provision of occupational health and employee assistance support.
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