IT Solutions Specialist - Engineering Applications

The IT Solutions Specialist - Project Applications is responsible for supporting group engineering applications. Working as part of the Project Systems team within the IT department, the Specialist will offer valuable experience supporting existing technology and workflows as well as implementing emerging technologies. This role will assist with implementation, maintenance, and support of applications from vendors such as Autodesk, Bentley, and Tekla. In this role, the specialist will be coordinating the service landing of applications by coordinating with Application Packaging, and Asset Management. Additionally, the specialist will partner with other IT staff to provide application support as it relates to software, network, security, and hardware maintenance. 

Key duties and responsibilities include: 

The key elements to the role are bespoke Application Configuration and Management, IT Service Delivery & Operations and Key Performance Indicators. 

Application configuration and management 

• Provide 4th line support for Engineering and Design applications such as Autodesk products (e.g. AutoCAD, Civil 3D, Revit, Autodesk Construction Cloud, Desktop Connector) and Bentley products (e.g. MicroStation, OpenBuildings Designer, OpenGround, Plaxis ) software.  

• Complete administration of Mott MacDonald’s Engineering and Information environments, License server management; Install, Configure, and maintain license managers, and where the servers reside 

• Develop workflows/rules for engineering applications to meet project and business requirements for collaboration and work sharing, and related database and storage management. 

• Design Automation tools and scripts to work with the Engineering Information suite of services. 

• Research and Development new services, applications and workflows. 

• Contribute to the implementation of upgrades and migration to future application versions and services. 

IT Service Delivery & Operations. 

• Actively collaborate with Application Packaging, Asset Management and Service Owners to deliver and deploy applications on a global scale. 

• Act as a point of contact for related issues and implement service improvements to continually improve the service. 

• Partner and coordinate with 3rd party vendors on incident escalation and problem management. 

• Coordinate application testing through user acceptance testing. 

• Create and manage application testing scripts. 

• Ensure all related applications are kept up-to-date on the IT Service Catalogue. 

• Improve knowledge and capability within IT team to support applications. 

• Ensure Knowledge based articles are created and maintained to the correct technical standard. 

• Provide written documentation, updates, and root cause analysis on incidents, and resolutions. 

• Interact directly with project teams to gather, document and implement requirements. 

• Monitoring of systems to ensure optimum service availability. 

• Participate in projects to implement new service offerings. 

• When requested, provide guidance to project staff on CAD management procedures, CAD workspace development, plotting and publishing, ProjectWise workflow and environment development as mandated by appropriate governance groups. 

• Monitor and maintain the system performance.  

• Maintain technical support documentation, support and provide fixes on applications to the agreed SLA's. 

• Provide a single point of contact for our employees and confidence that we are actively addressing their IT issues. 

• Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication. 

• Provide clear updates in the IT Service Management Tool (Service Now) to enable us to work seamlessly across teams and time zones to provide a frictionless experience for our employees. 

• Continually update the knowledge base to reduce resolution times for future incidents. 

• Identify problems through analysing incident patterns and suggest enhancements to continually improve our services. 

• Understand the critical needs of the business and escalate urgent issues to minimise the impact to the business and employee productivity. 

• Ensure the IT solutions we deliver comply with Mott MacDonald standards, policies and any regulation; this includes adhering to our internal governance. 

Candidate Specification:

Essential: 

• Experience delivering technical support in an engineering environment using Autodesk and Bentley products. 

• Experience deploying applications to multiple office in a global environment. 

• Experience in supporting engineering applications such as; Revit, Civil 3D, Infraworks, MicroStation, OpenBuildings Designer. 

• Experience in an IT Service Delivery environment in a large organization. 

• Understanding of standard software used in engineering design and how they inter-relate/interact with other programs and peripherals. 

Desirable: 

• Graduate or equivalent qualification in IT related discipline. 

• Knowledge of ITIL Service Management best practices, ITIL V3/V4. 

• Extensive knowledge of computer aided engineering tools and methodology, management and configuration of document management system, applications architecture, functionality and delivery.  

• Knowledge of Autodesk (e.g. AutoCAD, Civil 3D, Revit, Autodesk Construction Cloud, Desktop Connector) and Bentley Systems (e.g. MicroStation, OpenBuildings Designer, OpenGround, Plaxis) software and their interaction with Bentley ProjectWise/ other prime engineering project collaboration software. 

• Experience in creating PowerShell scripts. 

• Experience in relational databases (Oracle and SQL). 

• Experience of directly gathering user requirements for the management of engineering data. 

• Experience of IT service management processes. 

• Experience of analysing and documenting complex business processes. 

• Awareness of Building Information Modelling (BIM) and its importance to engineering infrastructure. 

Personal Attributes: 

• Passionate about technology and learning. 

• Ability to balance demands and priorities and think clearly under pressure. 

• Attention to detail and a focus on quality. 

• Excellent conflict resolution, communication, and collaboration skills. 

• Logical and analytical approach to solving problems. 

We can offer (subject to Company’s policy):

- Agile and safe working environment

- Competitive annual leave and sick leaves

- Group incentive scheme

- Group term life insurance, Workmen’s compensation and Group medical insurance coverage

- Short and Long-term Global employment opportunities

- Global collaboration and knowledge sharing

- Digital Innovation and Transformation

Equality, diversity and inclusion

We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.

Agile working

At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments. We embrace agility, flexibility and trust.