At Aztec, we’re committed to building and nurturing a diverse and inclusive workforce where everyone feels valued, respected, and able to grow. We know that different backgrounds, perspectives, and experiences strengthen our business and we welcome applications from all individuals. So, if your experience doesn’t exactly match with every part of the job description, but you are excited about the role, we would still like to hear from you. If you are passionate, curious, innovative and data driven, you could still be a good fit.
About the role:
At the Aztec Group, technology is a core enabler of our award-winning services and client experience. The Enterprise Applications team supports the platforms that underpin efficient, controlled and scalable business operations across the Group.
The Enterprise Applications Associate will focus primarily on supporting the administration and day-to-day operation of our ITSM platform, Ivanti Service Manager, and its associated capabilities. The role will also assist with functional and technical support across the wider Enterprise Applications portfolio, helping to maintain reliable services, resolve user issues and contribute to controlled enhancements under the guidance of more experienced colleagues.
This is an Associate-level opportunity for an individual who has developed a foundation in customer service, analytical thinking and application support, and is ready to build broader technical capability.
Working with colleagues, suppliers and business stakeholders, the role will manage assigned activities with appropriate support, contribute to platform improvements and help maintain the effective operation of enterprise applications in a growing and regulated organisation.
Key responsibilities:
- Provide day-to-day administration and support for Ivanti Service Manager, taking ownership of incidents, service requests and enquiries through to resolution or appropriate escalation.
- Assist with the configuration and maintenance of Ivanti business objects, forms, workflows, request offerings, business rules, notifications, roles, access permissions and supporting reference data, following approved requirements and established procedures.
- Complete routine checks of Ivanti availability, integrations, scheduled jobs, queues and performance, recording exceptions and escalating issues to experienced colleagues, internal teams or third-party suppliers as appropriate.
- Support the wider Enterprise Applications portfolio by triaging issues, completing routine administration, maintaining application data and access, and escalating complex matters to application owners, technical specialists or suppliers.
- Assist with the preparation and maintenance of operational reports, audit extracts, dashboards and management information using agreed templates and data sources.
- Apply ITIL-aligned incident, request, problem, change and knowledge management practices, ensuring records are accurate, actions are traceable and service commitments are met.
- Deliver all activities in accordance with security controls, data protection requirements, internal standards, segregation of duties and the Group’s change management procedures.
- Engage with business stakeholders to understand straightforward needs, document requirements and support the preparation of clear configuration or enhancement proposals for review.
- Support functional, regression and user acceptance testing for fixes, upgrades and enhancements by following agreed test scripts, recording evidence and raising any issues identified.
- Communicate service updates, planned changes, known issues and outcomes clearly to technical and non-technical audiences, setting appropriate expectations and maintaining stakeholder confidence.
- Create and maintain knowledge articles, support procedures, configuration records, release notes and user guidance, and deliver demonstrations or training where required.
- Identify opportunities to simplify processes, improve automation, enhance data quality and strengthen the user experience across Ivanti and the Enterprise Applications portfolio.
- Develop awareness of Ivanti product updates and relevant enterprise application capabilities, sharing useful information with the team and contributing to agreed standards and improvement activities.
Skills, knowledge, and expertise:
- Up to 3 years’ relevant professional experience in application support, service management, systems administration or a similar technology environment, gained through employment, an apprenticeship, placement or equivalent hands-on learning.
- Some working knowledge of Ivanti Service Manager, including a basic understanding of its core modules, navigation and typical service management processes.
- Experience with supporting applications such as Workday, Salesforce, SAP Concur, DocuSign would be beneficial.
- Understanding of ITSM concepts and ITIL-aligned practices, with the ability to apply structured incident, request, problem, change and knowledge processes.
- Strong analytical and troubleshooting skills, with the ability to investigate issues methodically, assess evidence and identify practical solutions.
- Ability to organise and prioritise competing activities, take ownership of assigned work and deliver accurately within agreed timescales.
- Clear written and verbal communication skills, with confidence engaging users, stakeholders, technical teams and third-party suppliers.
- Good documentation and data skills, including the ability to produce support procedures, requirements, test evidence, reports and management information with strong attention to detail.
We will provide the training, both in house for relevant technical knowledge and also professional qualifications to enhance your professional development. You will need to be quick to learn new systems and business processes and great with people, as close working relationships between our colleagues and clients is at the heart of what we do.
We understand that everyone has different needs, and that’s why our employee package includes a variety of benefits. In addition to a competitive salary, here are some examples of the benefits that we may offer for our permanent roles:
- Discretionary bonus scheme
- Flexible, hybrid working
- Ability to work abroad for up to 3 weeks per annum
- Generous holiday allowance
- Pension scheme
- Private medical insurance, including eye care
- Life assurance (death in service and critical illness benefit)
- Worldwide travel insurance
- Health and wellbeing programmes
- On-site parking
