Appian Support Engineer

Appian Support Engineer        
Hybrid (Solihull)
Full Time
Package: Up to £45,000 + benefits.

We aim to create an inclusive workplace in which everyone can thrive:

• We are a proud Disability Confident Leader and holder of the Silver Inclusive Employer Standard
• We have reduced our gender pay gap from 10.9% to 6.9% (in the last 12 months) and increased women in leadership roles from 21% to 32% (2018-2022)
• We have reduced our ethnicity data gap from 40% to 20%, and our disability data gap from 95% to 50% over the last 12 months
• We were recognised in May 2022 as one of only 3 companies (from 100) to achieve Tier 1 accreditation in the CCLA Mental Health Benchmark Report

As a business we advocate flexible working as we know that your time is valuable, both inside and outside of work. We also provide an extensive Employee Assistance Program to include online counselling, webinars, health check-ins and financial wellbeing assistance.

Careers in IT Services:

IT is at the heart of many of the vital services that Serco provide, from caring for vulnerable people, managing complex public services, to heavy rail and hospital operations. IT Services underpin Serco teams in many of the key public services we deliver in the UK, Europe and globally, making a difference to thousands of people every day.

The people in IT Services are passionate about what they do and are proud to make a positive difference to the services that Serco delivers. Working together with the shared goal of providing the best service for our customers, this is what drives the culture and mindset, this is the Serco value and that is why a career with us is so rewarding.

The Role:

As an Appian Support Engineer, you will be responsible for providing application and technical support across all of Serco's Appian environments. 

The Appian Support Engineer will need to become an expert in the use of the Appian software tool, able to understand and make use of the tools offered to provide expert business process support and satisfy stringent KPI's

The role will require becoming an SME for the hosted Appian Applications

Responsibilities:

• Demonstrate Strong Technical skills to resolve user raised application incidents
• Be able to own reported issues and accurately record the investigation through to completion.
• Communicate progress with users in a clear and understandable way
• Highlight issues that could cause further outage.
• Create Knowledge Base articles to communicate problem resolutions to Serco's Service desk.
• Participate in post resolution reviews
• Contribute to cross team, Problem Record investigations
• Demonstrate the ability to prioritize your own workload
• Strong customer service skills.
• Show Experience of working in a High-Pressure environment
• Work within defined KPI's within the project
• Provide on-call support as part of an availability rota
• Knowledge of service management tools e.g. ServiceNow
• Demonstrate a willingness to learn new technologies and process
• Develop and maintain effective working relationships with team members and customers.
• Stay current with all software technologies in use

Requirements:

• Prior experience with BPM or Low code tools, (ideally Appian / Pega / Tibco BPM)
• Experience with Database Techniques and terminology (MariaDb / Azure)
• Excellent written and verbal English communication skills
• Demonstrated past success working within a support environment

What we offer:

• Flexible working considered
• Pension - 6%
• Childcare vouchers
• Bike4Work scheme
• Chance to contribute to innovation in the public services
• A company passionate about diversity and inclusion

We encourage you to apply even if you don't match every single aspect of the job description. We're looking for great people and are big on career development, so we're open to reviewing all applications.

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 Silver 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. 

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