Service Support Advisor

Job Description

About us

Fusion, the process that powers the sun and stars, is one of the most promising options for generating the cleaner, carbon-free energy that our world badly needs. UKAEA leads the way in realizing fusion energy, partnering with industry and research organisations to achieve ground-breaking advancements. Our goal is to bring fusion electricity to the grid by developing the power stations of tomorrow and the skilled workforce to deliver them.

About the job

As a Service Support Advisor, you'll provide first-line support for UKAEA's Enterprise Asset Management System (IBM Maximo) and associated property technology platforms. You'll ensure maintenance requests, asset information and system processes are managed efficiently, while supporting colleagues across the organisation with technical queries and system guidance. This is an excellent opportunity to combine customer service, systems administration and data management in a role that directly supports the safe and effective operation of UKAEA's estate.

What You'll be Doing

• Provide first-line support for IBM Maximo and associated property systems, resolving user queries and service requests.
• Coordinate and manage maintenance requests from receipt through to completion, ensuring timely communication with stakeholders.
• Monitor system performance and identify opportunities to improve service delivery and business processes.
• Maintain asset records, templates and master data, ensuring high levels of data quality and accuracy.
• Support the configuration, testing and administration of enterprise asset management systems.
• Produce operational reports, dashboards and performance metrics using Excel, Power BI and other reporting tools.
• Analyse data to identify trends, risks and opportunities for continuous improvement.
• Develop user guidance, knowledge articles and training materials to support system adoption and best practice.
• Support audits, governance activities and the onboarding of new assets and maintenance contracts.
• Work collaboratively with customers and operational teams to deliver an efficient, customer-focused service.

What You'll Bring

• A Levels in Business Administration, Computer Science, Information Systems, Facilities Management or a related discipline.
• Experience supporting enterprise systems, service management or asset management environments.
• Knowledge of Enterprise Asset Management (EAM) principles, workflow-driven processes and data quality management.
• Proficiency in Microsoft Office, particularly Excel, with experience of reporting and data analysis.
• Experience with IBM Maximo, Power BI or SharePoint would be advantageous.
• Strong analytical, organisational and problem-solving skills, with excellent attention to detail.
• Excellent communication and customer service skills, with the ability to explain technical information to non-technical users.

UKAEA is an onsite organisation, and this role requires regular onsite presence (usually between 3-5 days in any given week) in line with business needs. We actively support flexible working arrangements where this is compatible with the role.

Benefits

We have a generous range of benefits (see the full list here) and highlights include:

• A salary of £32903
• Up to 7% corporate performance bonus
• Final salary defined benefits pension scheme with an equivalent of 21.5% employer pension contribution
• 25 days annual leave plus 2.5 privilege days; 8 Bank Holidays
• 3 days of site closure over Christmas break
• Flexible working options plus family-friendly leave provisions

Our commitment to ED&I

UKAEA's mission is clean energy for all, and we welcome talented people from all backgrounds to help us achieve this goal. We are committed to equality, diversity, inclusion and accessibility, and strive to ensure fair representation across our workforce.

Please email talent@ukaea.uk if you have any questions or require adjustments to help you participate fairly in our recruitment process, for example changes to the way we interview or share information. As a Disability Confident Employer, we are committed to providing an inclusive and accessible recruitment experience for all candidates.

We particularly encourage applications from groups currently underrepresented in STEM, including women and people from diverse ethnic backgrounds. All appointments are made on merit and further information can be found here.

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