Business Unit:
Cubic Transportation Systems
Company Details:
When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.
We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.
Job Details:
Job Summary:
As part of Cubic’s Customer Service organization, the Data Analyst is responsible for the maintenance and interrogation of systems as required by internally or by customers through tickets raised via email to designated ‘Ticketing Support’ mailboxes and/or directly via phone call.
The Data Analyst works with the Service Team and System Support Team and contributes to the effective resolution of a variety of technical issues, queries and data extraction and construction. Under the direction and supervision of the Senior Service Delivery Manager, the Data Analyst delivers a high quality, professional and responsive support service to internal and external customers.
Essential Job Duties and Responsibilities:
- Advise and contribute to the effective resolution of a range of general and sometimes complex technical issues escalated from internal customers, projects teams and external customers.
- Work collaboratively with resolver teams to ensure incidents are resolved effectively and efficiently.
- Report on software updates/upgrades/changes/performance through system interrogation and existing Testing, UAT and Production rollout processes.
- Identify, recommend, and where appropriate, implement technical and process improvements to drive efficiencies, promote knowledge sharing and enhance performance.
- Monitor and support early life support on new products and services
- Work with the Service Team to accurately identify any existing or planned technical changes that may adversely impact customer environments and recommend/implement defined contingency measures.
- Provide technical support for proactive diagnosis of maintenance problems, where required, and to bring them to permanent and timely resolutions and/or interim workarounds.
- Undertake data analysis to identify trends and proactively provide solutions to the Team Manager to improve the quality of service for customers with the objective of reducing incidents and abatements via presentation and the use of data visualization tools.
- Identify and escalate training requirements resulting from technical changes that affect Customers to the Team Manager.
- Provide support , where required, for continual development of systems and processes to drive improvements, reliability and maintainability of assets.
- Proactively and continually manage the construction of performance data as well as ensuring that any assigned tickets are picked up in a timely manner.
- Ensure that departmental processes, procedures and knowledge articles are accurately documented and maintained
- Provide performance and data driven reports as and when required
- As and when required, participate in the team’s existing On-Call Rota strategy identified by the Service Team
- Comply with Cubic’s values and adherence to all company policy and procedures. Comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
- In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.
Education and qualifications:
Essential:
- Must have successfully completed an apprenticeship in the technical or IT field or equivalent experience
- Microsoft Accreditation
Desirable:
- Degree educated in Engineering or a related discipline or equivalent qualification/experience
- Professional experience in a comparable position
Skills/Experience/Knowledge:
Essential:
- Fluent German language skills
- Extensive knowledge of T-SQL query writing and Databases
- Expert level user of MS software packages and MS Office suite, including Word, Excel, SharePoint and Outlook to intermediate level.
- Experience in using Confluence and Jira
- Basic Networking knowledge (TCP / IP)
Desirable:
- Demonstrable experience of SQL query writing and