IT Systems Analyst

Salary: 35000 to 42000
Contact name: Ed Pennie

Contact email:
Job ref: 042292
Published: 24 days ago

To support and promote the delivery of an efficient, IT Service across the CPI and Carlton businesses by providing technical, process & administrative 3rd level support to CPI management and staff, as well as working closely with 3rd party partners and Grafton Group IT to collectively support a multi-vendor service platform.

Joining at an exciting time, the role holder will have the opportunity to influence and lead dramatic IT change across IT Infrastructure, business systems and processes, securing a foundation for CPI to build upon in the near future.

This is a multi-discipline role encompassing both Application and Infrastructure technologies. It will involve working with outsourced and internal resources to ensure an effective IT service is provided for users, including the executive management team. The support will comprise 3rd line reactive and pro-active support, acting as the main point of escalation for IT issues. Project activity will involve working with the Head of IT to select new technologies, scope projects and manage implementations.

The nature of the business means there is a cross over into Industrial manufacturing systems and some SCADA so the role holder will provide a degree of assistance when needed to support these applications.

The role holder will be a resourceful, self-motivated individual who is comfortable getting things done in matrix structures. They will have the opportunity to shape and deliver CPI IT projects, solutions and contribute to wider Grafton Group IT initiatives. They will be expected to understand and apply information security and data protection best practices in line with standards set by our parent group Grafton PLC.

The CPI user base is varied and currently spread over 11 locations in the UK meaning some travel between sites will be expected.


Key Responsibilities

  • Undertake systems administration activities to maintain CPI System structures/workflows/security/access etc. ensuring they meet Group and CPI business requirements.

  • Provision of advice and guidance to the Service Desk organisation in order to resolve technical issues.

  • Log, update and resolve escalated issues accurately in the Service Management tool and ensure all issues are resolved to internal client satisfaction and where possible in accordance with Service Desk Organisation SLA’s

  • In addition to 3rd line Support activity, act as a triage and key technical contact to 3rd party support partners.

  • Work with the Head of IT on the development and implementation of the future systems strategy and the design, implementation, maintenance.

  • Execute system testing in collaboration with the CPI and Group IT functions in relation to system upgrades, statutory maintenance, and emergency patches.

  • Develop user procedures, checklists, guidelines, and documentation including but not limited to, presentations, manuals, job aids, process documentation and communications.

  • Investigate Incidents and Problems with SAP B1 managed system provider.

  • Application / Security Management and compliance to Grafton Group standards.

  • End to end environment monitoring and management

  • Working with 3rd party providers to manage the release of updates, patches and fixes to the agreed Grafton Group Change Process Methodology. 

  • Act as the primary escalation point of contact for all IT related issues to senior management.

  • Work with the Service Desk Organisation to manage PCs, laptops, mobile devices, and printers, including resolving issues, and managing the build, configuring, and scheduling of the installation of new/replacement equipment or software as required.

  • Where required, carry out visits to other locations to provide IT service and support.

  • Investigate security breaches and other cyber security incidents with Grafton Group Information Security and assist in remediation.

  • Assist with and contribute to independent audit activities, including internal audits, external audits, and penetration testing.

  • Facilitate responses to audit evidence requests and subsequent audit actions.

Essential Job Requirements

  • Good educational background, ideally up to a degree level, or equivalent.

  • Experience of supporting critical business systems and infrastructure.

  • Understanding of private and public cloud technologies

  • SAP B1 and/or wider experience of ERP platforms

  •  Experience of Microsoft operating systems including Windows 10, Windows Server in a virtualised environment.

  • Good all round O365 skills covering Office, Email, Teams etc

  • Good all round network, telecoms skills and understanding of TCP/IP networks.

  • As with the nature of any IT role, some out of hours work will be required from time to time

  • Experience of Active Directory and Azure AD

  • Excellent written and oral communication skills, with the ability to effectively converse at all levels of the organisation.

  • Ability to build and maintain strong, collaborative relationships with colleagues in Group IT, 3rd party providers and CPI IT functions.

  • Experience in writing formal reports, technical documents, and procedures.

  • Valid UK driving license.

Personal characteristics

  • Good customer service skills

  • Excellent interpersonal skills

  • Well organised with the ability to plan workload to achieve deadlines 

  • Excellent problem solving and analytical skills with close attention to detail.  Must be prepared to own problems to conclusion seeking help from colleagues as necessary 

  • Proactive nature, forward thinking, positive disposition & flexible

Benefits of joining CPI include:


*       You’ll receive 31 days holiday (includes bank holidays) with offer long term holiday rewards after 3, 5 and 10 years service

*       Save on tax through our Company contributory pension scheme through salary sacrifice

*       All colleagues receive full Life Assurance cover

*       An optional ‘Save as you earn’ Group share save scheme is available after 12 months service

*       All colleagues receive a company paid Private Health Cash plan for you and your dependants, helping to support the cost of everyday healthcare

*       Spread the cost of a new bicycle through our national Cycle to work scheme

*       Colleague Discount card covering all businesses within Grafton Group

*       You’ll have instant access to hundreds of retail discounts and cashback opportunities through our benefits portal

*       Our free, confidential Employee Assistance Programme offers practical, impartial support on everyday matters ranging from medical, financial, legal to home and family issues

*       We offer annual health screenings for all colleagues at all our sites