Product Services Engineer

Serco Limited; England; Hybrid; GBP 35,000 - 45,000

Job description

Product Services Engineer

Hybrid - attached to our office in Solihull.

Full Time, Permanent

Salary - £35,000-£45,000 dependent on experience per annum

We are looking for a Product Support Engineer to provide technical and application support across several products, including the Appian application platform, Office 365 Power Platform, and other SaaS products. If you are passionate about problem-solving and working with a range of technologies, this is the role for you!

As a Product Support Engineer, you will be responsible for resolving incidents, completing service requests, and providing ongoing support for a variety of products using technologies such as Appian and the Power Platform. You will ensure SLAs are met and work to improve customer systems.

As part of this you will:

1. Investigate and resolve incidents and service requests in line with SLAs.
2. Monitor the ServiceNow (ITSM) stack and ensure timely updates.
3. Work with third-party suppliers to manage support queries.
4. Suggest service improvements to enhance systems.
5. Assist with software upgrades and bespoke configuration work.
6. Provide on-call support and possible consultancy at other sites.

What you'll need to do the role:

1. Experience with Appian, Pega, or Tibco BPM and Power Platform tools.
2. Familiarity with MariaDB or Azure databases.
3. Strong communication skills (written and verbal).
4. Experience in a fast-paced IT support environment.
5. ITIL Foundation (V4) and Appian Certification preferred.
6. Understanding of Agile product development.

Why Serco:

Serco's purpose is to impact a better future - we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.

In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement, and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer:

1. 25 days annual leave plus bank holidays.
2. Annual leave purchase scheme.
3. Up to 6% contributory pension scheme.
4. Free onsite parking.
5. Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
6. A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
7. A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
8. A safe and supportive culture.
9. A company passionate about diversity and inclusion.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.